The Bike Hub Returns
This return policy covers orders placed through the thebikehub.com website.
If you feel we made a mistake or an item was damaged upon delivery, please contact us immediately with pictures via email at ecom@thebikehub.com, and we will help resolve any issues as quickly as possible.
To start a return request, please send an email to ecom@thebikehub.com. If you are able to locate and include your order number in the email subject (TBH-######), this will help expedite the process. If you are unable to locate your order number, please reach out and we will be happy to help find that information.
Return Policy
We offer a 30 day return policy on most items in brand new condition.
All items must be in NEW unused condition, in undamaged retail packaging, and must include all accessories and literature/tags.
For standard returns, the buyer is responsible for all shipping costs.
Returns are not accepted after 30 days.
Return Exceptions
Complete bicycles, and bicycle frames are not eligible for return.
Bikes canceled before shipment will incur a 5% restocking fee.
E-Bike Batteries are not eligible for return
Wheels, wheel sets, car racks, child seats and push bikes are subject to a $40 re-stocking fee.
Closeout items are not eligible for return. These items are marked closeout on their product pages along with this policy. Additionally, it will notify you in your shopping cart that they are closeout items.
Return Packaging & Shipping
All items shipped to The Bike Hub must be properly packed, you may not ship the item back using the item’s retail packaging as the package (unless you received it in this manner). If any return is shipped to The Bike Hub using the retail packaging as the shipping box, the return is subject to a restocking fee of no less than 50% (up to 100%) based off the condition of the item. Shipping items in this manner destroys them. Please place all returns inside proper sized packaging.
The buyer is responsible for all shipping and insurance costs associated with a return. In most cases we are able to offer a full refund for items returned to us in brand new condition. Any damage to the product or its packaging may result in restocking fees or rejection of the return. The Bike Hub is not responsible for lost return shipments. We recommend using a shipping service with valid tracking, and insurance coverage for the items retail value. Once your return is received, we will process it within 1-3 business days, and you will be notified of your refund via email. If there are any issues or unreported damage, we will reach out via email.
If you choose to refuse delivery of your order, please note this is NOT considered an acceptable return shipping method. Return shipping charges get billed to our account, which in turn will be deducted from your refund. Please ensure all returns are shipped appropriately after you have submitted an email return request and received the return instructions. The Bike Hub is not responsible for any lost or damaged items that are "refused" by the customer.
If a customer’s account is determined to have excessive returns, The Bike Hub has the right to reject return requests.
Exchanges
We are not able to perform direct exchanges for correctly shipped orders. If you determine that the ordered product will not work for your needs, the best and fastest way to get the needed product will be to place a new order for the correct item(s). You can submit a return for the unneeded item(s), and a refund will be issued once the product is received.