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Q: What is your return policy?
A: Our policy allows for returns within 30 days of delivery. If 30 days have passed since the item was delivered, we are unable to offer a refund or exchange. To complete your return, we require a receipt or proof of purchase. In certain situations, only a partial refund may be granted. These include, but are not limited to, items that are not in their original condition, are damaged, or missing parts that are not due to our error, and items that are returned more than 30 days after delivery.
Q: My cover does not fit, what should I do?
A: We apologize for any inconvenience this may have caused. To assist us in determining the issue, please send three photos of the exact same item: 1) the clear packaging with the seat size, 2) your bike seat, and 3) a detailed explanation of the fitment issue (e.g. too small, too big, doesn't lock, etc). Please also indicate if you have a stock or aftermarket seat, as the measurements may be different. Please attach these photos to an email and send them to email@example.com. Our team will review the photos and work to resolve the issue for you.
Q: How long before I receive my refund?
A: Once we receive the item, our team will inspect it for any damage. If it is in good condition, we will process the refund immediately. You will receive an email within 24-48 hours confirming that the refund has been processed.
Q: Do I pay for the return shipping myself or do you provide RMA?
A: You will be responsible for paying for your own shipping costs to return the item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping (when applicable) and a restocking fee will be deducted from your refund. We only provide RMA for items that were shipped in error on our end.
Q: How do I contact customer service?
A: Please email our customer support team at firstname.lastname@example.org and they will assist you.
Q: I just sent the package back, what is the next step?
A: Our team will track and wait for the item to be received and then we will be able to proceed with either the refund or exchange.
Q: My package got returned back to sender, what do I do?
A: Please email our customer support team at email@example.com so they can reach out to the local station and find out what happened and have it redelivered immediately.
Q: The item I received is damaged, what do I do?
A: If you receive a damaged item, please contact us with your order number and a picture of the damaged product. Once received, we will be happy to exchange it to another one.
Q: My tracking information says the item was delivered but I have not received it yet. What does that mean?
A: Please email our customer support team at firstname.lastname@example.org so they can reach out to the local station and check for the proof of delivery. We kindly ask that you check around the house and with your neighbours as well, as the package may have been misdelivered.
Q: Can I still return/exchange the item even if it was over 30 days?
A: Normally, returns and exchanges are typically only accepted within 30 days of delivery. However, you may reach out to our team to inquire about the possibility of an exception, as approval will be determined on a case-by-case basis.
Q: I received the wrong item, how do I process the exchange?
A: Please send photos of the item you received and the item you ordered to our team at email@example.com so we can confirm the error. We will assist with the exchange process as necessary.