Refund policy

1. Warranty

The products we sell are covered by their manufacturer's warranty. If a product sold by us proves to be defective, we will contact the manufacturer to offer you a replacement or compensation, depending on the condition of the defective item and its availability on our site.

Please note that this warranty does not cover excessive use, normal wear and tear or accidental breakage.

This warranty also does not cover damage caused by abrasive Saddles bicycles, such as "3D Printed" bicycles.

To exchange your defective product, the first step is to contact our customer service department (info@velocartel.cc) and explain what the problem is. Please provide a few photos and a short explanation to justify your request. Your e-mail should include your order number.

If your product is found to be covered by warranty, we will explain in detail how to exchange your item.

It is very important that the returned product is perfectly clean (cleaned and dried). If this condition is not respected, VÉLO CARTEL - CAFÉ CYCLISTE reserves the right to return the product at the customer's expense... you'd probably do the same!

Please note that the return and reshipment of items is at your expense.

2.1. Refunds

VÉLO CARTEL does not issue refunds for purchases made on velocartel.cc or in store.

An item purchased on sale is considered a final sale and is not refundable or exchangeable.

2.2. Exchange

Regularly priced items are exchangeable. If, within 14 days, you find that an item does not fit, contact us by e-mail and we will begin the exchange process with you. Sale items are final sale.

If you wish to exchange a product for a different size, the quickest way is to write to us at info@velocartel.cc to return the original product. Of course, any exchanged product must never have been worn or washed. VÉLO CARTEL - CAFÉ CYCLISTE reserves the right to refuse any product that does not comply with these conditions and to return it to the purchaser at the latter's expense.

Please note that the return and reshipment of items is at your expense.

For reasons of hygiene, safety and distribution policy, the following items cannot be exchanged or refunded:

Components and equipment

  • Chains, cassettes, trays already installed
  • Electronic parts (Di2 groups, AXS, etc.)
  • Suspensions, forks and seatposts telescopic when mounted
  • Tubeless wheels and Tires already mounted or sealed
  • Special custom parts

Clothing and accessories

  • Socks
  • Bidons, water bottles and hydration bags

2.3 Exchanges and returns from the USA or abroad

All returned products must be declared as "Canadian merchandise returned" on the customs declaration. Failure to do so may result in the package being refused and returned to you. 

2.4. Return to sender

If your order is returned to us marked "Return to Sender" and you no longer wish to receive this order and would prefer a refund, we will deduct the amount covering the return shipping costs from your order (applicable to orders within Canada).

For orders returning to us from the United States or other international countries, customer service will contact you with further details. Please note, however, that invoice refunds will include a deduction for customs clearance and shipping costs.

3. Payment

VÉLO CARTEL - CAFÉ CYCLISTE only accepts payments via Shopify Payment and Paypal.

If you have any questions about payment, please contact us at info@velocartel.cc.

Customer satisfaction

The team VÉLO CARTEL - CAFÉ CYCLISTE ensures high quality products and aims to reflect the highest industry standards. All our products are designed to stay in top condition through all your rides, adventures and training. Although we do our utmost to avoid defects with manufacturers, we are at your disposal if your item is unfortunately marred by an error. Please contact us at info@velocartel.cc indicating your name and including a photo of the product in question. We will do our best to accommodate you as quickly as possible.