Summary
The BikeBackbone team’s (“our”, “we”, “us”) refund, return, and warranty policy is to give the customer (“you”), confidence and peace of mind in the quality and expectations of our product(s). Because here at BikeBackbone, we stand behind our products. We make it a priority to give you the best possible products and customer service. So, if you are not 100% satisfied with your purchase then you may return your item for a full refund within the first 30 days. Returns can be initiated by going to My Account or by emailing us at contact@bikebackbone.com. If 30-days have passed then we no longer accept returns for a full refund.
If 30-days passed since your item was delivered don’t worry, our products still come with lifetime customer support. You can find our support page here. On top of this, our products come with a 3-year limited warranty. This covers defects in material and workmanship. If the product you bought from us is not functioning correctly then you may file a Warranty Service Request. You can find the Warranty Service Request form here. This Warranty Service Request requires proof of purchase, a written description about why you are filing a Warranty Service Request, and at least one photo of the grievance. If we accept your Warranty Service Request then you may need to pay for return shipping. Once we receive your item we will repair or replace it and ship it back to you at no cost. Please be aware that repairs are made with the materials we have in stock and may vary cosmetically in shape or color from the original. We do not accept Warranty Service Requests for cosmetic restoration (such as paint chipping or fading), Warranty Service Requests are for functionality issues from normal use. It may take up to 3-4 weeks until we ship the item back to you. Our 36-month limited warranty does not apply to normal wear and tear, product aging, or cosmetic problems (such as paint chipping or fading). It does not cover products that have been misused, lost, or stolen. On the other hand, our 36-month limited warranty does apply to functionality issues from normal use. We stand behind our products and do our best to give you the best quality product and service.
Note we are not liable for damages or injuries our products may cause to yourself, your bike, or the seat post, this includes but is not limited to, scratches, dents, or bends to your seat post. You assume full responsibility.
Note that mounting and dismounting a bike with the Backbone attached may increase your chances of injury. Use at your own risk.
30-day Money Back Guarantee
Our refund and return policy last for 30 days. For whatever reason, if the item you bought from us is not what you expected then send it back and we will give you a full refund. The item should be in the same condition that you received it and in its original packaging. If 30 days have passed since your purchase then we do not offer full refunds or exchanges.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase that only extends to the original purchaser.
There are certain situations where only partial or no refunds are granted:
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
There is often some processing time before a refund is posted. If you haven’t received a refund yet check with your bank, then please contact us at contact@bikebackbone.com.
Exchanges
If you receive an item and it’s defective or damaged then we will refund or replace your item. File a return within 30 days of delivery in Your Account, click here, or please contact us at contact@bikebackbone.com.
Shipping Returns
To return your product, you should follow the procedures here.
Within the first 30-days, we will pay for shipping returns.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
36-month limited warranty
We offer a 36-month limited warranty against defects in materials or workmanship affecting the quality and function of our products when the product you bought from us is used in the correct manner.
Products must not have been misused, improperly set up, or abused for this warranty to apply. The determination of whether your grievance qualifies under our Refund, Return, and Warranty Policy is solely our discretion. To apply for a Warranty Service request fill out the form here.
The user assumes all risk and liability. Bikebackbone.com, the manufacturer, nor its affiliates shall be held liable for any injury, loss, or damage from the use of the product. This includes damage, such as scratches, dents, or bends, to your bike or seat post due to using our products. Use at your own risk.
Please file a Warranty Service Request for authorization before sending anything to us. No repairs or replacements of any kind will be made without your Warranty Service Request being approved first.
Our policies are intended to enhance confidence in us and our products. Each of our products comes with a 36-month limited warranty. This covers defects in material and workmanship but does not cover products that have been misused, lost, or stolen. Our warranty applies to the functionality of the product. If a product you bought from us is not functioning correctly then you may file a Warranty Service Request. This Warranty Service Request requires proof of purchase, a written description about why you are filing a Warranty Service Request, and at least one photo of the grievance. If we accept your Warranty Service Request then you may need to pay for return shipping. Once we receive your item we will repair or replace it and ship it back to you. It may take up to 3-4 weeks until we ship the item back to you. Our 36-month warranty does not apply to normal wear and tear, product aging, or cosmetic problems (such as paint chipping or fading). On the other hand, our 36-month warranty does apply to functionality issues from normal use. We stand behind our products and do our best to give you the best quality product and service.
Need help?
We are here for you. Contact us at contact@bikebackbone.com for questions related to refunds, returns, and warranties.