RETURNS + EXCHANGES

 

RETURNS + EXCHANGES

RETURN POLICY  |  QUINTANA ROO BIKES

We understand that purchasing a high-quality bike is a big decision. To help you make the best investment and find the right fit, test your new QUINTANA ROO bike for 30 days, starting from the day you receive your bike. You can initiate a return any time within this 30-day window. 

If you experience issues with the fit or riding position, please contact us through our contact form or live chat within 30 days. Our specialists will send a replacement stem, seatpost, or other components to help dial in your bike. If you still haven’t fallen in love with your bike within 30 days, a specialist can start the return process and provide a shipping label for your bike.

Keep the box and packing materials your bike arrived in, and reuse them for your return. Returned items must be in like-new condition and will be inspected by our professional mechanics for any damage, wear, or missing components to determine the proper refund amount. Return Policies are explained below.

IMPORTANT: QUINTANA ROO will not process any returns without the assignment of an RA number from our returns department. To receive an RA number, please contact us.

RETURNED IN NEW OR LIKE-NEW CONDITION

When returning your QUINTANA ROO bike, the bike should be packaged properly with enough protection for a safe return. If a returned bike arrives with damage due to being improperly packaged, you will be responsible for the damage. If damage is done by the carrier, you will not be responsible. We highly recommend that you properly package the bike for shipment and document its condition with timestamped photos before shipment. 

If your bike is returned in new or “like-new” condition within 30 days of your original purchase date, we will issue you a full refund for the bike (this does not include charges for shipping, assembly, and reusable shipping container). 

WHAT IS “LIKE-NEW” CONDITION? 

We encourage you to test out your new bike to see if it's the right fit—so we understand there might be a few miles on it. A bike in “like-new” condition may have light signs of use on the drivetrain or grease on the pedal threads from installing pedals, but there will be no damage or wear that indicates significant mileage was logged on the bike. 

Our returns department and professional mechanics will determine the condition of the bike upon its return, so make sure your bike is in like-new condition to avoid any re-stocking fees. If your bike is returned within 30 days but arrives in a condition that is damaged, shows significant use, or is missing parts/components, we will apply a minimum 5% restocking fee based on the damage or wear assessment provided by our returns department. You will then be offered a refund with the restocking fee applied. If you do not wish to accept the refund with a restocking fee and would rather have the bike shipped back to you for the cost of shipping through FedEx or a comparable courier, we can repack and ship out your bike for our normal shipping rate. 

RETURN POLICY  |  QUINTANA ROO SWIM

We want to make sure you’re 100% satisfied with your new QUINTANA ROO wetsuit / swimskin. Take it for a swim, race in it, or even sleep in it! If, for any reason, you don’t like your new swim product, return it for a full refund within 14 days of purchase.

Plus, all QUINTANA ROO swim products come with a two-year, no-fault warranty. If your dog chews it, your smart-watch rips it, or your significant other dries it on the high-heat cycle, just get in touch and we’ll either repair it or replace it.

RETURN POLICY  |  GEAR + APPAREL

Accessories and gear that are brand new with original packaging and/or tags may be returned for a full refund (minus shipping charges) within 14 days. Follow these guidelines for easy returns:

  • Contact us with the reason for the return. We will email you instructions for returning your product. 

  • Ship your unused product in its original packaging to the address identified in our email.

Please note:

  • We will not issue refunds for gear or apparel returns with any scratches or wear. 

  • Original delivery fees are refunded only if returns are for defective products, products that were not described accurately, or incorrect orders.

  • Individual products may be excluded from this guarantee. Check the product description before you place your order. 

  • Shipping and handling fees will not be refunded.

  • If a restocking fee will apply to returned items, the amount of the fee is displayed on the final checkout screen when you complete the order and is noted on the packing list included with the order.

REFUNDS, CREDITS, AND BALANCES DUE

As soon as we receive and process your return, we will notify you via email. Your credit card should be credited within 10-15 business days of the time that you receive this email. The return credit should be reflected on your statement within one or two billing periods, depending on your financial institution's billing cycle.

DEFECTIVE OR DAMAGED ITEMS

A defective item is one that is inoperable but has no apparent damage. If you receive defective merchandise, please contact us for assistance. 

If you refuse a delivery due to damage, or you have accepted delivery and then find shipping damage, please contact your sales rep or customer support team immediately. 

Please save all packaging material and paperwork for the order if shipping damage is a possible issue. If you dispose of packaging material or attempt to return the merchandise without contacting the fulfiller, you jeopardize our chances of making a claim, and you may not receive credit for the return.

LIMITS OF RESPONSIBILITY

We accept no responsibility for user-initiated damage and/or loss of parts incurred during operation or use of a product.