» Return Policy
» FreeApparel Returns
» How do I return an item?
» My order was damaged in shipment.
» You sent me the wrong item!
Penuel Bicycles offers a simple 90 Day Returns policy. You can return most new, unused item within 60 days from the time of purchase for a refund of the original purchase price (minus shipping charges). Returned items must be in the original box and/or packaging with all tags included. No returns on parts that have been installed, or not in original packaging.
Please note the following exceptions:
- New, unused items purchased with Synchrony Financial must be returned within 90 days from the time of purchase.
- Apparel items are eligible for return shipping within 30 days of purchase.
- Nutritional/food products
- Custom-assembled products (a complete bike built of components you selected, a wheelbuild, etc.)
- Used or damaged merchandise, unless the item failed due to a manufacturer defect. Penuel Bicycles will facilitate all warranties provided by the individual manufacturers by making a claim on your behalf. Learn more about our Defects & Warranty Policy online or contact our Warranty Department: [email protected]
Make apparel purchases with confidence at Penuel Bicycles. If you aren’t satisfied with the fit, return shipping is on us. Restrictions do apply.
- You have 30 days from date of purchase to receive free return shipping.
- Returned items must be in the original box and/or packaging with all tags included.
- Try on the item inside to ensure no damage is done to the apparel.
- Categories eligible – jerseys, shirts, shorts, bib shorts, helmets, shoes, eyewear, base layers, protective gear, outerwear and gloves.
- Free apparel returns eligible in the Domestic USA only.
HOW DO I RETURN AN ITEM?
To initiate a return, first login into your account. Click “Need to Return Something?” and follow the instructions. Please note, free returns apply to apparel items only.
- If you’d like additional items as replacements, please make an online or telephone order for them at your convenience.
- Please be aware that we cannot be responsible for returned parts until there is a Penuel Bicycles confirmation signature with the carrier.
Questions? Contact a Gear Advisor at (310) 412-5836 or [email protected] for help processing a return.
Hours: Mon-Fri: 10:30am – 6:30pm, Sat-Sun: 10:30am - 5pm (PST)
REFUNDS AND CREDITS
- If you paid by Credit Card, credit will be applied to the card used to place the original order. Please allow one billing cycle to see the refund on your statement or online banking.
- If you paid by check or money order, please allow 2 weeks after the return is processed to receive a refund check in the mail.
- If you paid by PayPal, Penuel Bicycles will issue a refund to your PayPal account. Please allow 7-10 business days.
- Shipping fees are non-refundable.
MY ORDER WAS DAMAGED IN SHIPMENT
All items that are shipped out from Penuel Bicycles are in new and unused condition. If a package is delivered to you in damaged condition, you have the option of refusing delivery of a package with obvious damage. If you do receive a damaged package, please call Penuel Bicycles Customer Service immediately at (310) 412-5836. We will contact the Delivery Company and file a damage claim. Penuel Bicycles will arrange for the Delivery Company to pick up the damaged package. Do not take the item for a ride. Do save all boxes and packing material for inspection by the freight carrier. Once a damage claim is made and accepted with the carrier, a claim number is generated. At that time Penuel Bicycles will work on re-processing the order for the lost or damaged items.
Please call us when you need assistance in resolving a damage claim. We want this to be as painless as possible. These situations do happen and we are experienced in resolving damage claims.
THERE IS AN ISSUE WITH THE ORDER I RECEIVED
If we’ve shipped you the wrong item:
- Please call us immediately. It’s important that you contact us within seven days of order receipt.
- We’ll generally ship you a replacement item as soon as the original item is in transit via our shipping carrier (we’ll send you a return label after you contact us). We require a return of the original order within 14 days.
- Alternatively, you can place a new order immediately while simultaneously sending us the return. Immediately placing a new order ensures that you’ll get the new product quickly. You’ll receive a full refund for items returned in new, unused condition.
If there is an item missing from your order.
- If an item is missing, make sure and inspect packing materials carefully. It is easy for small items to get wrapped up in the packing material.