Refund policy
Refund Policy
Last updated: May 2026
All bike deposits — including online, in-store, and phone deposits — are non-refundable.
By placing a deposit you agree to the following:
1. The deposit secures your selected bike model, colour, and size and is applied toward the final purchase price.
2. Deposits are non-refundable for any reason, including change of mind, inability to pay the balance, or delay in pickup.
3. If you do not pay the remaining balance or collect the bike within the agreed timeframe (typically 14 days from arrival notice), ChainLine Cycle reserves the right to cancel the order and retain the deposit.
4. Special-order bikes — models ordered specifically for you from the manufacturer — are strictly non-refundable and non-cancellable once the order is placed with the supplier.
5. In the event ChainLine Cycle is unable to fulfill your order due to manufacturer discontinuation or supply issues, a full refund of your deposit will be issued.
6. No store credit or substitution will be provided in place of a refund unless mutually agreed in writing.
Questions: bikes@chainline.ca · (250) 860-1968
We accept returns within 30 days of delivery. Items must be unused, uninstalled, and in original packaging with all tags, manuals, and accessories. Contact: bikes@chainline.ca
How to Start a Return
Email bikes@chainline.ca with your order number and reason for return. We will issue a Return Authorization (RA) and shipping instructions. Returns without an RA may be refused.
Non-Returnable Items
- Special order items (any item not normally stocked, custom configured, or marked “special order” at checkout)
- Installed, used, or assembled parts
- Opened consumables (lube, sealant, patch kits, chamois cream, energy products)
- Helmets that have been worn or had safety tags removed
- Gift cards
- Used apparel that has been worn, washed, or had tags removed
Return Shipping
Customer pays return shipping unless the item arrived damaged or incorrect. We recommend insured, trackable shipping - we are not responsible for items lost in transit. Ship to:
ChainLine Cycle - Returns
1139 Ellis St
Kelowna, BC V1Y 1Z5
Canada
Bikes
Bikes must be returned unridden, in original packaging, with all included accessories. We strongly recommend professional re-packing to prevent transit damage. Bikes are inspected on receipt:
- Evidence of riding or use: return may be denied
- Transit damage caused by inadequate packaging may reduce refund amount
- Missing accessories or hardware: deducted from refund
Contact us before returning a bike to arrange shipping. Bike returns typically require a carrier with bike-shipping experience (Purolator, Canpar).
Restocking Fees
A 15% restocking fee applies to all approved returns unless the return is due to our error, damaged shipment, or incorrect item sent.
Refunds
Refunds are issued to the original payment method within 5-10 business days of receipt and inspection. Original shipping charges are non-refundable unless the return is due to our error. We may offer store credit as an alternative at the customer’s request.
Damaged or Incorrect Items
Email bikes@chainline.ca within 7 days of delivery with order number and clear photos showing the damage or incorrect item. We will arrange a replacement, refund, or repair at no cost to you and cover all return shipping.
Warranty Claims
Warranty issues (manufacturing defects beyond the 30-day return window) are handled separately under each manufacturer’s warranty terms. Contact bikes@chainline.ca with your order number, photos, and a description of the issue. We will work with the manufacturer to facilitate repair, replacement, or credit per their policy.
Exchanges
Exchanges are subject to stock availability. The fastest method is to return the original item for a refund and place a new order. Contact bikes@chainline.ca to arrange a direct exchange where stock allows.
International Returns
International customers (outside Canada and the US) are responsible for all return shipping, duties, and any non-recoverable taxes. We do not refund original shipping or import fees on international orders. Special-handling international returns may incur additional fees.
Consumer Rights
This policy is in addition to your statutory rights under the Canadian Consumer Protection Act, the British Columbia Business Practices and Consumer Protection Act, and any applicable consumer protection laws in your jurisdiction. Nothing in this policy limits or excludes liability that cannot legally be excluded.
Contact
ChainLine Cycle
1139 Ellis St, Kelowna, BC V1Y 1Z5, Canada
Email: bikes@chainline.ca
Phone: +1 (250) 860-1968