Returns Policy | Defective Products Only
Overview
At Terral Bike, returns are accepted exclusively in cases where a product presents a verified manufacturing defect.
Returns are not accepted for change of mind, incorrect size selection, aesthetic preferences, or non-defective items.
This policy does not affect statutory consumer rights under applicable law.
1. Eligibility for Return
To qualify for a return:
-
The product must present a clear manufacturing defect.
-
The issue must be reported within 14 calendar days of delivery.
-
The item must be returned in the same condition as received.
-
The product must include all original components and packaging.
-
Proof of purchase (order number or receipt) is required.
Products must not be sent back without prior authorization. Do not return items directly to the manufacturer.
2. Non-Returnable Situations
Returns will not be accepted for:
-
Normal wear and tear.
-
Damage caused by misuse, improper installation, accidents, crashes, or poor maintenance.
-
Consumable or wear components such as brake pads, chains, tires, bearings, or similar parts.
-
Products that have been modified or altered.
-
Items returned incomplete or damaged for reasons not due to our error.
Sale items are subject to the same defect-only return condition.
3. Return Procedure
To initiate a return request, contact:
Please include:
-
Order number
-
Clear photographs showing the defect
-
A brief description of the issue
Our team will review your request and respond within 48 business hours. If necessary, we will provide instructions and the return address for inspection.
4. Inspection and Resolution
Once the returned item is received and inspected, we will notify you by email of the approval or rejection of your claim.
If the defect is confirmed, you may choose between:
-
Replacement of the same product (subject to availability), or
-
Refund to the original payment method
Refunds will be processed within a reasonable number of business days, depending on your payment provider.
If no manufacturing defect is found, the item may be returned to you and shipping costs may apply.
5. Shipping Costs
If the manufacturing defect is confirmed, Terral Bike will cover reasonable return shipping costs.
If the claim is rejected after inspection, the customer will be responsible for all shipping expenses.
For high-value items, we recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.
6. Complete Bicycles – No Returns
All sales of complete bicycles are final. Returns are not permitted once the bicycle has been delivered.
If you experience any manufacturing defect or warranty-related issue, please contact:
Include:
-
Order number
-
Bicycle model
-
Description of the issue
-
Clear photographs
All warranty claims will be handled in accordance with the manufacturer’s warranty terms and conditions.
7. Late or Missing Refunds
If you have not received your refund:
-
Check your bank account.
-
Contact your credit card provider.
-
Contact your bank, as processing times may vary.
If the issue persists, please contact us at info@terralbike.com.
