Refund policy

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RETURN PORTAL

Returns are accepted:

  • Within 20days of receipt for online orders.
  • Within 20 days of purchase for in-store purchases.

Return Policy

To be eligible for a return, an item must:

  • Not having been carried.
  • Not having been washed.
  • Be in like-new condition.
  • Keep all the original labels.
  • Must be returned in its original packaging.

Any item showing signs of use, washing, damage, odor (perfume, smoke, etc.), or any other signs of wear and tear cannot be returned.

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

Fees

  • Store credit for exchanges is issued for thefull value of the returned item.
  • Refunds issued through the original payment method are subject to a 3% restocking fee.
  • A flat fee of 20 CAD applies for returns of shipped orders.

Exchange

Full-price items can be exchanged within 20days of receipt or purchase. To make an exchange, log in to our returns portal.

  • Online Shopping: Return the original item, then place a new order for the item you want.
  • Online and In-Store Purchases: Items can also be exchanged directly at the store at Vélo Cartel.

Items must be new, unworn, unwashed, and returned with their original tags and packaging. Vélo Cartel the right to refuse any item that does not meet these conditions. The customer is responsible for return and reshipment costs.

Items on sale are final sale.

Items That Cannot Be Exchanged

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

  • Chains, cassettes, and sprockets already installed
  • Electronic components (Di2, AXS, etc.)
  • Suspensions, forks and seatposts telescopic when mounted
  • Tubeless wheels and Tires already mounted or sealed
  • Custom-Ordered Parts
  • Socks
  • Bidons, water flasks, and hydration packs

International Returns

For returns from the United States or other countries, the package must be declared as a “return of Canadian merchandise” on customs documents. Otherwise, it may be refused.

If an order is returned to us and a refund is requested, the return shipping costs, transportation costs, and, if applicable, customs clearance fees will be deducted from the refund.

Payment

We accept payments via Shopify Payments and PayPal.

Customer Service

If you have any questions about an order, payment, or product, please contact us at info@velocartel.cc. We will do our best to respond to you and assist you as soon as possible.