Refund policy
Last updated: May 5, 2026
At Emile Bicyclettes, we strive for customer satisfaction. However, due to the nature of our services and products, our return policy is strict to ensure safety and the integrity of our repairs.
1. Repair and Maintenance Services
No refunds are granted for services already performed. Once a mechanic has begun working on your bike (diagnosis, tune-up, cleaning, repair), the service is considered consumed.
- If you are not satisfied with the result, we commit to correcting the issue free of charge within 30 days, rather than offering a refund.
- Diagnostic fees (if applicable) are non-refundable, even if you decide not to proceed with the repair.
2. Parts, Accessories, and Bikes Purchased In-Store
We accept returns for unused parts and accessories in their original packaging within 14 days of purchase, subject to the following conditions:
- Condition: Items must not have been installed, tested, or damaged. Packaging must be intact.
- Proof of Purchase: The original receipt is mandatory.
- Restocking Fee: A 15% administrative fee will be deducted from the refund amount to cover re-inventory and processing costs.
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Non-Returnable Items: Returns are NOT accepted for:
- Complete Bikes and frames: Once sold, complete bicycles and frames are non-returnable and non-refundable, except for major manufacturing defects covered by the manufacturer's warranty.
- Installed parts.
- Hygiene or safety items (helmets, gloves, worn clothing).
- Custom-made or personalized products.
- Sale or clearance items (unless defective).
3. Defective Parts (Warranty)
If a new part has a manufacturing defect:
- We do not process direct refunds.
- We will facilitate the manufacturer's warranty claim on your behalf. This may involve exchanging the part or having it repaired by the manufacturer.
- Warranty processing can take 1 to 6 weeks. We are not responsible for delays in your ability to use your bike during this period.
4. Special Orders and Custom Parts
Parts ordered specifically for you (special orders) are non-refundable and non-exchangeable, unless defective upon arrival. Once the order is placed with the supplier, it is irrevocable.
5. Refund Method
Approved refunds will be issued using the same payment method used for the original purchase, within 10 to 15 business days. We do not issue cash refunds for credit card payments.
6. Disputes
If you dispute a bill or a service, please notify us in writing within 7 days of receiving your bike. After this period, the transaction is considered accepted.
Contact-us
If you have questions about this policy, please write to us at: