Buyer Protection - Your peace of mind, guaranteed.
Buying a pre-owned bike should be as worry free as buying new. That’s why every purchase on buycycle comes with Buyer Protection–so you can shop with confidence.
If your bike isn’t as expected, we’ve got your back.
How Buyer Protection Works.
If something isn’t right with your order, filing a claim is fast and easy. Just follow these simple steps:
Accept Delivery (Even if There’s an Issue)
Receiving the bike won’t affect your ability to file a claim. Accept it first so we can process your request quickly.
Submit a Claim within 48 Hours
Go to your Order Central and submit your claim within 48 hours of delivery. We hold payment in escrow for this period. Once funds are released to the seller, we can no longer process claims.
Important: Sending an email does not count as filing a claim.
Upload Photos & Details
Help us help you! Provide clear, high-quality photos of any damage or issues. Photos of the bike inside the box can be especially helpful in understanding how the damage may have occurred.
Claim conditions & limitations
1. One claim per order: Each order is eligible for one claim. Be sure to inspect your bike thoroughly before filing, so we can address any issues in one go. Once compensation is provided, additional claims can’t be accepted for the same order.
2. No use policy: For your claim to be valid, please avoid using the bike. Once it’s used, we’re unable to process returns under Buyer Protection.
3. No repairs or modifications: While we work together to find a solution, please hold off on any repairs or modifications, including ordering parts. If a return is necessary, we’ll need the bike back in the same condition it arrived in. Repairs not previously discussed and approved by buycycle cannot be covered.
4. Retention of Buyer Protection: In case of a refund, the buyer Protection fee is retained. However, you'll receive a voucher for the fee to use on your next purchase.
What Happens Next?
We work closely with both buyers and sellers to find the best possible resolution. Here’s how the process works:
Self Mediation (First 5 Days)
Buyers and sellers have 5 days to communicate and resolve the issue directly. Open discussion often leads to the best outcome, but our team is available if further support is needed.
2
Expert Review (If No Agreement is Reached)
Our team of trained bike experts carefully reviews your claim. You’ll receive an initial response within 3 business days. Please do not use the bike during this time.
3
Cost estimate (if needed)
If necessary, you may need to visit a local bike shop for a repair estimate to assess the issue.
4
Final Decision (Usually Within 14 Days)
We aim to resolve claims within 14 days (up to 30 days for complex cases). Depending on the findings, you may be eligible for repair, return, or compensation.
Returns - When can you return your bike?
Unlike traditional e-commerce, we focus on ensuring that purchases meet expectations rather than offering blanket returns. A Buyer Protection claim for a return is valid if:
1. The size listed does not match the actual bike received.
2. There is significant frame damage that affects safety (confirmed by our experts).
3. The frame or components are counterfeit and cannot be traced to a manufacturer.
Repairs - Ensuring your bike is in top shape
In some cases, repairs or compensation may be a better resolution than a return. We will work with you to determine the best course of action.
What Can Be Compensated?
- Listed components only: Repairs apply only to components that were specifically listed in the ad. Please note that sport bikes typically don’t come with accessories such as bottle holders, pedals, GPS devices, lights, or mudguards.
- Unexpected damage: If the bike arrives with damage that wasn’t described in the ad or doesn’t match the stated condition, you’re eligible for repairs or compensation.
- Shipping damage: For bikes damaged during transportation, please take photos of the damaged box and bike. Remember to accept the bike delivery, even if there’s visible damage, to ensure a smooth claims process.
- Incorrectly listed components
- Components displaced during shipping, such as saddle clamps and screws
What’s Not Covered?
- Replacement of wear and tear parts, such as tires, chains, brake pads or bar tape
- Adjustments to shifters, suspensions or brakes (incl. bleeds)
- Cassette replacement (for bikes older than 3 years)
How much will I be compensated?
After reviewing your claim, our experts will evaluate the repair costs or loss of value due to cosmetic damage. Compensation is determined based on industry-standard rates and our experience handling over 10,000 bikes through Buycycle. While repair costs may vary by shop, the compensation amount may not fully cover the estimated repair but is calculated to ensure a fair resolution.
For cosmetic defects, we compensate for loss of value but do not cover full repainting unless the bike is sold as new. Undisclosed cosmetic defects smaller than the size of a credit card may qualify for compensation of up to 6% of the bike's price if they exceed the expected wear for its stated condition.
Claim conditions & limitations
1. One claim per order: Inspect your bike thoroughly before submitting a claim. Only one claim per order is allowed. Once compensation is accepted, the case cannot be reopened.
2. No use policy: Do not ride the bike while the claim is active. Once used, a return is no longer possible.
3. No Unauthorized Repairs: Repairs must be approved before proceeding. Unauthorized repairs won’t be covered.
4. Buyer Protection Fee: If a refund is issued, the Buyer Protection fee is non-refundable but will be issued as a voucher for future purchases.
5. Self-pickups: Self-pickups are not covered under Buyer Protection. Please make sure to inspect the bikes before finalizing the order.
Our Commitment to Fair Resolutions
We strive to make buying pre-owned bikes as seamless as possible. Our Buyer Protection ensures that every purchase is handled with fairness and care. If a compensation agreement isn’t reached, we reserve the right to return the bike to the seller when necessary.
If you have any questions, our support team is always here to help.
Buy with confidence. Ride with buycycle.
