Refund policy

Returns Policy

We have a 14-day return policy on most items (see Exceptions below).

Please note: bicycles, wheelsets, custom builds, sale items, and gift cards are final sale and cannot be returned.

Standard Returns

Items purchased at Essential Cycles in-store or online are subject to a 14-day return policy* (see Exceptions).

We will only accept items that:

  • Are in the original packaging

  • Are in re-sealable condition

  • Are unworn/unused, with all tags attached

If a product has been used, we will not accept it for return.

To process a return:

  • You’ll need the original receipt or a store account showing the original transaction.

  • Without this, we can only offer store credit or exchange (where applicable).

Shipping for online order returns is the responsibility of the customer unless the return is due to an error on the part of Essential Cycles.

To start a return, contact us at info@essentialcycles.com Returns should be sent to:

305 Mansfield Place
North Vancouver, BC V7J 1E4

You can always contact us at info@essentialcycles.com with any return questions.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

  • All bicycles are final sale – this includes new bikes, used bikes, ex-rental, and demo bikes. No returns or refunds on any bicycle purchase.

  • Wheelsets, and any custom-built or custom-ordered items are final sale.

  • Special orders are final sale. If a special order is cancelled, or if a return is the result of a customer ordering error (wrong item, wrong size, wrong spec, etc.), a 20% restocking fee applies (you will be refunded 80% of the purchase value).

  • Sale items and gift cards are non-returnable.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (if eligible under this policy), and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund is approved or not.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at jaclyn@essentialcycles.com