At BikeOrbit, we’re as committed to your satisfaction as we are to equipping cyclists worldwide with premium gear. If your cycling equipment isn’t quite the right fit, our straightforward returns process will have you back on track in no time.

Our Returns Promise

We accept returns within 15 days of delivery for most items, provided they’re in original condition with all tags attached and packaging intact. Your satisfaction is our priority, whether you’re upgrading your mountain bike components or fine-tuning your cycling technology setup.

Important Note:

For hygiene reasons, Saddles & Seat Posts cannot be returned unless faulty. All Bike Helmets must be returned unused with the original safety tags in place due to safety regulations.

Simple 3-Step Return Process

  1. Request Authorization
    Email our rider-support team at [email protected] with your order number and reason for return. Use our template below for quick processing.
  2. Package & Ship
    Once approved, securely package your items (we recommend using the original packaging) and ship to:

    Carrera Shop Returns
    13 St Thomas’ St
    Sunderland, GB SR7E 7WA

    Include the completed returns form from your original delivery.
  3. Receive Refund or Exchange
    We’ll process your return within 3 business days of receipt and notify you via email.

Return Request Template

Copy and paste this template into your email to expedite your return:

Subject: Return Request – Order #[Your Order Number] Dear BikeOrbit Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Product(s) to return: [Product Name(s)] Reason for return: [Please specify: Wrong Size/Color, Faulty Item, Changed Mind, etc.] I have reviewed the Returns Policy and confirm the items are in original condition with all packaging and tags. Preferred resolution: [Refund / Exchange for (specify product if exchanging)] Shipping method used for original order: [Standard/Free Shipping] Please advise next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Number]

Refund Information

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days and typically appear in your account within 3-10 business days, depending on your payment provider.
  • Method: Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Policy

Prefer to exchange rather than return? We’ll happily swap your item for a different size or model (subject to availability). Simply indicate your preference in your return request. For exchanges:

  • We’ll cover standard shipping costs for the replacement item
  • Price differences will be charged/refunded as applicable
  • Exchanges are processed after we receive your original item

International Returns

For our global cyclists (excluding some Asian/remote regions):

  • You’re responsible for return shipping costs unless the item is faulty
  • We recommend using a tracked service (DHL/FedEx) for your protection
  • Customs fees are non-refundable

Damaged or Faulty Items

If your cycling technology or electric bike components arrive damaged or faulty:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange a free return label if needed
  • Expect priority processing for replacement items

Our rider-support team is here to help with any return queries. Email [email protected] and we’ll respond within 24 hours (excluding weekends).

Happy cycling from the BikeOrbit team!