Return and Refund Policy

At trekmarlin5.com, we are dedicated to ensuring your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations, and we strive to make the return process as straightforward and hassle-free as possible. This policy outlines the guidelines for returning items purchased from our online store.

Eligibility for Returns

To be eligible for a return, your item must be in its original, unused condition, identical to when it was received. It should be returned with all original tags, packaging, and accessories intact. For safety and hygiene reasons, we cannot accept returns on certain items, such as opened nutrition products, used personal gear, or customized equipment. We reserve the right to refuse a return if the product shows signs of wear, damage, or alteration not present at the time of dispatch.

The Return Process

Initiating a return is a simple process. Please begin by contacting our customer support team through the designated portal on our website. You will need to provide your order number and details about the reason for your return. Our team will then guide you through the necessary steps and provide you with a Return Authorization (RA) number and instructions. Returns sent without an RA number may experience significant delays in processing or may not be accepted.

Once your return is authorized, please securely pack the item in its original packaging, if possible, or in a sturdy box to prevent damage in transit. Include all components, manuals, and free gifts that arrived with the order. It is the customer’s responsibility to ensure the returned items arrive safely at our facility. We strongly recommend using a trackable shipping service and retaining your proof of postage until the process is complete.

Inspection and Refunds

Upon receipt of your return, our team will conduct a thorough inspection to verify the product’s condition. This process is typically completed within a few business days. Once the inspection is successfully approved, we will notify you and initiate your refund.

Refunds will be issued to the original payment method used for the purchase. Please allow time for the refund to be processed and posted by your financial institution. The timing can vary depending on their policies. Please note that any original shipping charges are non-refundable, except in cases where the return is due to our error (e.g., you received an incorrect or defective item).

Exchanges and Incorrect/Damaged Items

Our primary return method is a refund. If you wish to exchange an item for a different size, color, or model, we recommend processing a return for a refund and placing a new order for the desired product. This ensures you receive the correct item as quickly as possible.

If you receive an incorrect, faulty, or damaged item, please contact us immediately. We sincerely apologize for any inconvenience and will work swiftly to resolve the issue. In such instances, we will cover the return shipping costs and expedite the correct replacement or refund process. You may be asked to provide photographs of the product and its packaging to assist us in resolving the matter efficiently.

Warranty Information

The bicycles and components we sell are covered by the manufacturer’s limited warranty against defects in materials and workmanship. This warranty is separate from our return policy and is handled directly by the manufacturer or their authorized service centers. Our return policy covers purchases within the standard return window, while warranty claims address specific mechanical or material failures that occur outside of that period. For warranty service, please refer to the documentation provided with your product.

Additional Considerations

We want you to be confident in your purchase. Before finalizing your order, please carefully review product descriptions, specifications, sizing charts, and fit guides available on our website. Our customer service team is also available to answer any pre-purchase questions you may have.

This policy is designed to be fair and transparent. We reserve the right to update or modify these terms at any time. The policy in effect at the time of your purchase will govern that transaction. We appreciate your business and thank you for choosing trekmarlin5.com for your cycling needs.