Return, Exchange, Cancellation & Refund Policy

This policy applies to eligible products purchased through the Epic Cycles website, including bicycles, parts, components, apparel, and accessories.

Unless an item is identified as Final Sale or otherwise excluded under this policy, a return request must be submitted within 30 calendar days of the confirmed delivery date.

Submitting a return request does not guarantee approval. Each request is reviewed by Epic Cycles to confirm that the product and circumstances meet the requirements of this policy.

Epic Cycles reserves the right to reject any return, exchange, cancellation, or refund request when we reasonably determine that:

• The product does not meet the return conditions.
• The request falls outside the permitted return period.
• The product is excluded from returns.
• The customer has misused or abused the return policy.
• The product has been used, installed, damaged, altered, washed, or incompletely returned.
• Information provided in connection with the request is inaccurate or incomplete.

Eligible products must be returned in new, unused, uninstalled, and resalable condition.

The product must include:

• Its original box and packaging.
• All tags, manuals, warranties, documentation, accessories, hardware, and promotional items originally included.
• Any other materials included with the original purchase.

Products that have been ridden, installed, assembled, washed, worn, scratched, damaged, modified, or used are not considered new and are not eligible for return unless Epic Cycles determines that the product has a qualifying defect or was damaged during shipping.

Once a returned product is received, Epic Cycles will inspect and verify its condition.

The internal inspection and verification process typically takes 2 to 3 business days after receipt. The customer will receive an email confirming whether the return has been approved or rejected.

For approved returns, Epic Cycles will initiate the refund after the inspection is completed. Once initiated, the refund generally appears within 5 to 7 business days, depending on the customer’s financial institution and original payment method.

A refund does not necessarily equal the total amount originally paid. Approved refunds may be reduced by the following, when applicable:

• Original shipping charges.
• Assembly or professional service charges.
• Return shipping charges.
• Non-refundable payment processing fees.
• Restocking fees, when disclosed and applicable.
• Costs resulting from missing items, damaged packaging, improper return packaging, or damage occurring during return shipping.
• Other authorized deductions described in this policy.

Applicable sales tax will be refunded based on the final refundable merchandise amount and applicable law.

Refunds will generally be issued to the original form of payment. When the original payment method is no longer available or a refund cannot reasonably be issued to that method, Epic Cycles may issue store credit or a gift card.

When an order is paid by credit card, debit card, digital wallet, financing provider, or another electronic payment method, Epic Cycles is charged a payment processing fee by the applicable payment provider.

In many cases, this original processing fee is not returned to Epic Cycles when an order is canceled, returned, or refunded.

Therefore, for customer-requested cancellations and approved returns, Epic Cycles may deduct the actual non-refundable payment processing fee associated with the original transaction from the customer’s refund.

This deduction may apply even when:

• The order is canceled before it ships.
• The product has not yet been picked up.
• The return is otherwise approved.
• The refund is issued shortly after the original transaction.

The applicable deduction will be based on the actual processing fee charged to Epic Cycles for the transaction and will be identified as part of the refund calculation.

Epic Cycles may waive the payment processing fee deduction, in its sole discretion, in circumstances including:

• Epic Cycles shipped the wrong product.
• Epic Cycles canceled the order because the product was unavailable.
• The product arrived with verified shipping damage.
• The product had a verified defect at the time of delivery.
• The customer was charged more than once for the same transaction.
• The refund results directly from an error made by Epic Cycles.
• The customer accepts store credit or an exchange instead of a monetary refund, when approved by Epic Cycles.
• Waiver of the fee is required by applicable law.

The payment processing fee will not be deducted merely because a customer disagrees with the fee or no longer wants the product.

For eligible small products, including parts, components, apparel, and accessories, a flat-rate return shipping label fee of $15.00 will be deducted from the final refund amount when Epic Cycles provides the return label.

Return shipping charges may be waived when Epic Cycles confirms that:

• The wrong product was shipped.
• The product arrived with verified shipping damage.
• The product had a verified defect upon delivery.
• The return was required because of an error made by Epic Cycles.

Customers must not ship a return without prior authorization. Epic Cycles is not responsible for products returned without an approved return authorization.

Original shipping, delivery, assembly, bike-building, professional service, and handling fees are non-refundable.

These fees may be refunded only when Epic Cycles determines that the order was canceled or returned because of an error made by Epic Cycles, verified shipping damage, or another approved exception.

The following products and charges are not eligible for return, exchange, cancellation, or refund unless otherwise required by law:

• Final Sale bicycles.
• Final Sale accessories.
• Final Sale components.
• Final Sale apparel.
• Pre-order products.
• Special-order bicycles.
• Special-order products.
• Custom bicycles.
• Custom parts or components.
• Framesets.
• Products purchased through the Special Order Catalog.
• Products clearly identified as Final Sale.
• Original shipping and delivery fees.
• Professional assembly or bike-building fees.
• Products that have been used, installed, assembled, ridden, worn, washed, modified, damaged, or incompletely returned.

Final Sale bicycles cannot be canceled after the order has been placed and payment has been processed.

Purchasing an incorrect size does not create an exception to the Final Sale policy. Size exchanges for Final Sale apparel are not available.

Nothing in this section limits any rights that cannot legally be waived, including applicable rights relating to products that were incorrectly shipped, materially misrepresented, damaged in transit, or defective.

Products purchased using a discount, promotional code, welcome code, sale code, employee code, event promotion, negotiated discount, or other price reduction are Final Sale unless the product page or written sales documentation expressly states otherwise.

This includes products purchased during promotional periods such as Black Friday, Cyber Monday, clearance events, closeout events, and similar sales.

No return, refund, cancellation, or size exchange will be offered for discounted bicycles, apparel, parts, components, or accessories except when:

• Required by applicable law.
• Epic Cycles shipped the wrong product.
• The product arrived with verified shipping damage.
• Epic Cycles confirms that the product had a qualifying defect at delivery.

Products purchased through the Epic Cycles Special Order Catalog, ordered specifically from a manufacturer or distributor, configured for the customer, customized, modified, or not normally carried in Epic Cycles inventory are Final Sale.

Because these products are sourced or prepared specifically to fulfill the customer’s request, they cannot be returned, exchanged, canceled, or refunded after the order has been placed.

Cancellation requests for orders exceeding $1,000.00 must be reviewed and approved by an Epic Cycles Sales Team Leader.

Submitting a cancellation request does not guarantee cancellation. An order may no longer be eligible for cancellation if:

• Payment has been processed.
• The product has been allocated or transferred.
• Assembly or preparation has begun.
• The order has been submitted to a manufacturer or distributor.
• The product has shipped.
• The product is a Final Sale, special-order, custom, or pre-order item.

When a high-value cancellation is approved, non-refundable payment processing fees and any other incurred, disclosed, or non-recoverable costs may be deducted from the refund.

When a product arrives damaged during transit, the customer must contact support@epic-cycles.com promptly and before using, assembling, installing, or riding the product.

The customer must provide clear, high-resolution photographs showing:

• The damaged area.
• The complete product or bicycle.
• The shipping box and exterior packaging.
• The interior packaging.
• The shipping label.
• Any visible impact, puncture, crushing, or handling damage.

The customer must retain the original product, box, and packaging until Epic Cycles or the shipping carrier confirms that they may be discarded.

All shipping damage claims are subject to review and approval by the Epic Cycles Operations Team. A return, replacement, repair, partial refund, or full refund will not be authorized until the claim has been reviewed.

Approved shipping damage claims will be handled at no additional return-shipping cost to the customer.

Customers are responsible for packaging returned products securely and in accordance with the instructions provided by Epic Cycles.

Whenever possible, the original box, protective materials, and internal packaging must be used.

The customer is responsible for any damage that occurs during return shipping because of:

• Inadequate packaging.
• Missing protective materials.
• Incorrect placement inside the box.
• Failure to secure moving parts.
• Use of an unsuitable shipping box.
• Failure to follow Epic Cycles’ return instructions.

Any costs required to repair, replace, or restore a product damaged because of improper return packaging may be deducted from the customer’s refund. If the damage makes the product non-resalable, the return may be rejected entirely.

To initiate a return:

1. Submit a request through the Epic Cycles Returns Center.
2. Include the order number and a detailed explanation of the reason for the return.
3. Attach photographs or other supporting evidence when applicable.
4. Wait for written return authorization and instructions from Epic Cycles.
5. Carefully repackage the product using the original packaging whenever available.
6. Print and securely attach the approved return shipping label.
7. Remove or cover any previous shipping labels.
8. Drop off the package at the designated carrier location or schedule a carrier pickup.
9. Retain the shipping receipt and tracking information until the return is completed.

Products must be shipped within the timeframe stated in the return authorization. A return authorization may expire if the product is not shipped within that period.

Exchanges are subject to product availability and approval.

Epic Cycles may process an exchange as a return of the original product and a separate purchase of the replacement product.

Customers may be responsible for:

• Return shipping.
• Shipping of the replacement product.
• Any price difference.
• Applicable taxes.
• Non-refundable payment processing fees.
• Restocking fees, when applicable.

Final Sale products are not eligible for exchange.

An original Epic Cycles receipt, order confirmation, or other acceptable proof of purchase is required for all returns, exchanges, and refunds.

For an otherwise eligible return without acceptable proof of purchase, Epic Cycles may, in its sole discretion, reject the return or issue store credit based on the product’s current selling price or the lowest documented selling price.

Store credits issued for returned products expire one year from the date of issuance unless prohibited by applicable law.

Store credits:

• Have no cash value.
• Cannot be redeemed for cash except where required by law.
• Cannot be transferred unless approved by Epic Cycles.
• Must be used before their expiration date.
• May be subject to additional terms stated when issued.

Warranty claims are separate from standard returns and must be submitted by emailing support@epic-cycles.com.

The request must include:

• The original order number.
• Purchase date.
• Product brand and model.
• A detailed description of the issue.
• Clear photographs of the complete product and affected area.
• Any additional information requested by Epic Cycles or the manufacturer.

Warranty coverage generally applies to qualifying manufacturing defects and does not cover normal wear and tear, crashes, accidents, misuse, improper installation, improper maintenance, modifications, cosmetic damage, or damage caused by external factors.

Some manufacturers require customers to submit or complete warranty claims directly with the manufacturer. Epic Cycles may assist with the process but cannot control the manufacturer’s decision, processing time, remedy, or warranty requirements.

Submitting a warranty request does not guarantee approval, replacement, repair, refund, or store credit.

Epic Cycles reserves the right to limit or reject returns, exchanges, cancellations, or refunds from customers whose activity indicates potential fraud, excessive returns, policy abuse, unauthorized resale activity, misuse of products, or other conduct inconsistent with the purpose of this policy.

This policy does not limit any consumer rights that cannot be waived under applicable federal, state, or local law.

When a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will control only to the extent of that conflict.