Return Policy

1. Return Window

You may request a return within 30 calendar days from the date of delivery. Returns submitted after this period will only be accepted for confirmed manufacturing defects covered under our Warranty Policy.

2. Return Eligibility

2.1 Quality Issues, Wrong Items or Shipping Damage
If you receive a defective, damaged or incorrect item:
- Please contact us within 14 calendar days of delivery with photos of the outer packaging and the product.
- After confirmation, we will provide a prepaid return label or reimburse your reasonable return shipping costs.
- We will arrange a free replacement or issue a full refund (including original shipping fees) at your option.

2.2 Personal Reasons (Size Change, Change of Mind, etc.)
For returns due to non-quality reasons:
- The item must be unused, in original condition and original packaging.
- You are responsible for all return shipping costs, import duties and customs fees for the return shipment. The estimated return shipping cost for international orders is approximately $300 USD.
- The refund amount will be the original product price only. Original outbound shipping fees (if any) will not be deducted for free shipping orders.

3. Return Process
All returns require prior approval. Please follow the steps below:
1. Contact us at support@cyctracebike.com with your order number, return reason and supporting photos/videos.
2. Our support team will review your request within 48 business hours and issue a Return Merchandise Authorization (RMA) number if approved.
3. Pack the item securely in its original packaging with all accessories, manuals and free gifts included.
4. Ship the item to the return warehouse address provided in the RMA email, and share the tracking number with us.
5. Once we receive and inspect the returned item, we will process your refund within 3-5 business days.

Important: Packages returned without a valid RMA number may be refused by our warehouse. If your package is returned without authorization, we will notify you to arrange reshipment or partial refund based on the item condition.

4. Order Cancellation

4.1 In-Stock Orders
You may request a full cancellation free of charge at any time before your order is dispatched.

4.2 Pre-Order Items
- You may cancel your pre-order for a full refund at any time before production starts.
- If the actual dispatch date is delayed by more than 10 business days from the estimated date stated on the product page, you may cancel the order for a full refund with no deductions.
- If production has already started, custom-configured bikes may not be eligible for free cancellation. Our support team will inform you of the specific rules before you place your order.

4.3 After Shipment
If you request cancellation after the order has been shipped:
- We will attempt to intercept the package with the carrier.
- If interception is successful, actual round-trip shipping fees will be deducted from your refund.
- If interception fails, you may return the item after delivery according to the return policy above.

5. Non-Returnable Items

The following items are not eligible for return or exchange:
- Custom-configured bicycles that have entered production.
- Items that have been used, damaged, altered or modified by the customer.
- Hygiene-sensitive accessories that have been unsealed or used.
- Consumable wear parts (tires, brake pads, chains, inner tubes, etc.) that have been installed or used.
Unused, sealed accessories in original packaging are eligible for return within the 30-day window.

6. Refund Information

- Refunds will be issued to your original payment method.
- Internal processing time: 3-5 business days after inspection of the returned item.
- Bank processing time: Depending on your card issuer or bank, it may take an additional 5-10 business days for the refund to appear in your account.
- If you have not received your refund after 15 business days of confirmation, please contact us at support@cyctracebike.com.

7. Return Address

Our primary return warehouse is located in Shenzhen, China.
Address: 401, Building 2, Yuanhu Industrial Park, No. 404 Golf Avenue, Guangpei Community, Guanlan Street, Longhua District, Shenzhen, Guangdong, China 518110
Contact: support@cyctracebike.com

8. Damaged Returns

If the returned item is found to be used, scratched, missing original packaging or accessories, or damaged due to improper return packaging:
- We will contact you with photos of the damage.
- You may choose to have the item returned to you at your cost, or receive a partial refund based on the condition of the item.
If you have any questions about this policy, please contact us at support@cyctracebike.com.