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RETURN POLICY

SATISFACTION GAURANTEED

  • We stand behind everything we sell and we back that.
  • If, for any reason, you are not satisfied with your purchase, simply return the item within 30 days (of receiving your order)and we'll replace it or give you a refund.
  • Please read below for more information on our return policy.

RETURNS & PROMO/DISCOUNT CODES

  • We want to make this simple - If there is a problem with a product, it doesn't fit, or it simply didn't work out, you can initiate a return. 
  • All returns must be initiated within 30 days of original purchase date or from received date for all online orders. 
  • To Initiate a Return please email: orders@oakbaybikes.com to request a Return Authorization number (RA#) for your return. 
  • Please include the RA# on the outside of the box with the items being returned.
  • All return shipping costs are to be covered by the customer, original shipping is not refundable unless there was an error with your shipment. We will refund the original purchase amount (minus original shipping costs) when the item has arrived and been approved for return.
  • Return Requirements: Items must be in new, unworn/unused condition with original tags attached and in it's original packaging. Merchandise that appears used, doesn't have original tags or packaging will not be eligible for a refund and will be returned to the customer at the customers expense. 
  • Once the return is approved we will process a refund (or exchange) for the original purchase amount (minus any shipping fees) to the original form of payment.
  • E-Bikes must have less than 100kms on the odometer at time of return, any more the bike is ineligible for a return or exchange.
  • Special order items (non-regularly stocked items coming from the warehouse) are final sale or may be subject to a restocking fee up to 20%.
  • Labour fees, such as custom wheel builds or other services, are non-refundable.
  • Shipping fees for non-damaged, or correctly identified items, are non-refundable.
  • Gift cards are non-refundable and are exempt from promotions and discount/promo codes. 
  • All Demo and ex-rental bikes are final sale.
  • Promo and or discount codes cannot be combined with other codes, sale and or promotions including the 'etransfer' promotion.
  • Sale, closeout and Items purchased using a promo code are final sale.

SHIPPING POLICY

IN-STORE PICKUP

  • In-store pick up is FREE for all orders and items.
  • In-stock items are usually ready for pick up within 1-2 business days, but we will contact you once it is ready for pick up.
  • Special order items, or items coming from a 'warehouse', take approximately 3-10 business days to arrive at the store (some items may also require more time due to availability, shipping or for processing or assembly).
  • You will receive an email once your order is ready for pickup - PLEASE WAIT FOR CONFIRMATION THAT YOUR ORDER IS READY BEFORE PICKING UP.
  • When picking up you order you will be asked for your order confirmation email and/or photo ID.
  • If you need an item right away, please call 250-598-4111 ext. 3, or email: orders@oakbaybikes.com to confirm that the product is available before heading over to our store.
  • Unless special arrangements are made in advance, orders need to be picked up within 30 days or a 10% restocking fee will be charged and the balance credited to your account.

SHIPPING RATES

  • Free Shipping* offer applies to most online orders; *however some oversized items may be subject to additional shipping charges because of size and weight, such as, but not limited to; bikes, car racks, trailers, fenders, wheels, cargo racks, and child carriers.
  • If your item requires additional shipping, some items have the additional shipping costs already added or we will send you an email with the additional shipping amount, which can be paid by credit card or Paypal via our online store or by etransfer to: payments@oakbaybikes.com
  • Shipping may be delayed due to inclement weather, lost or stolen packages, and other circumstances beyond our control. If an shipment is lost or missing please contact us and we will open a claim with the shipping provider. Please note, all lost or stolen packages are not our responsibility and are out of our control. Some orders may require additional processing time.
  • We do not currently ship outside of Canada and the USA.

FREE LOCAL DELIVERY

  • We are proud to be the only shop in town offering FREE LOCAL DELIVERY for your online purchases (on orders over $50). 
  • Our delivery area is limited to the Greater Victoria area (see map below) and is available during select hours, Monday - Friday.
  • When your order is ready, we'll set up your delivery and our driver will contact you when he is setting out for his deliveries that day. 
  • Deliveries are done Monday through Friday, and include the following areas: Victoria, Saanich, Oak Bay, Esquimalt, View Royal, Colwood, Langford, Highlands, Metchosin, Central Saanich, North Saanich & Sidney. 
  • We do not offer free local delivery to Sooke, the Gulf Islands, the Malahat and beyond, but we do offer free shipping on orders over $50 to these locations.

ONLINE POLICIES

PRICES AND INFORMATION

  • Our website is intended to help you- we make every effort to maintain current, accurate prices, inventory and product information in our online catalog. 
  • However, inventory, product information or pricing errors may occur, and we reserve the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error. 
  • We appreciate your understanding and apologize for any inconveniences. If you see any inconsistencies or errors on our site please reach out via email: orders@oakbaybikes.com

INFORMATION SECURITY 

  • We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. 
  • When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your 'online account'.
  • We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes. 

24 HOUR CANCELLATION POLICY

  • If you would like to cancel your online order, you may do so within 24 hours of placing the order, without penalty.  
  • Please email: orders@oakbaybikes.com within the 24 hour time-frame to cancel your order.
  • If you do not cancel your order within the 24 hour timeframe your order may be subject to a restocking fee if you do not want the item from your order. 

DANGEROUS GOODS

  • Standard shipping rates do not apply to orders containing ‘dangerous goods’ as defined by CANUTEC (Canadian Transport Emergency Centre).
  • You will be contacted with a quote for shipping if an order cannot be shipped using standard rates.
  • All shipments containing batteries and or other 'dangerous goods' are to be shipped via ground service and may require additional shipping and handling.