Refund policy

Please Contact our customer service team to start a return via email at support@alcavibikes.com or live chat. Have your order number and/or the account number found in your order confirmation email ready for us to assist you. If approved, a return will occur only to the original buyer within the first 45 days (45 Day Home Trial) of purchase if it meets all of the following steps:

Original proof of purchase: Proof of purchase and original ownership must be submitted to initiate a return.

Correct Re-boxing: Please ensure that all original packaging, small parts, tools, and accompanying materials including manufacturer tags where applicable, are included in the box with your return.

Send back the product to Alcavi warehouse: print your label, tape it to the outside of your return package, and drop it off at a UPS office at your convenience, or as indicated by a member of our team. Please be sure to cover or remove your original shipping label to avoid confusion. We will not be responsible if the bike if wrongfully sent to another address.

Alcavi Inspection Approval: Upon receiving your bike at our warehouse, it will be inspected by our team for damage and unusual wear. Only products returned in new, completely unused condition will receive a full refund. Please note that products returned with visible signs of wear or missing components/accessories will be subject to a restocking fee of up to 30% of the sold price and will not qualify for a full refund. Alcavi will not accept the return of products damaged products due to crash, abuse, or general misuse. The restocking fee will be deducted from the final refund amount.

For other items other than bikes please review the following.

 We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@alcavibikes.com. Please note that returns will need to be sent to the address directed by our team  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@alcavibikes.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@alcavibikes.com.