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BianchiCanyonGiantSpecialized

Buyer Protection, Returns and Repairs 

Learn more about our return policy here.

Buyer Protection, Returns and Repairs 

Learn more about our return policy here.

SUBMIT A CLAIMSee all bikes

buycycle's return policy

Returns are easy and stress-free. Learn more here.

Buyer protection

How to file a Buyer Protection claim. Claims and issues can be submitted directly through the order in your buycycle profile. The option to file a claim only becomes available after the bike has been delivered.

Always accept the bike first and do not reject delivery of the bike from the carrier, even if it’s clear that the box and/or bike is damaged.

File your buyer protection claim within 48 hours of receiving the bike. Claims submitted after this period won’t be honored—no exceptions!

We need high-quality pictures of the damage to accurately assess the bike’s condition. It’s helpful to include photos of the bike in the box to determine if the damage occurred during transport.

Only one claim per order is allowed. Check the bike thoroughly before filing a claim. You’re entitled to one-time compensation per order. Once compensation is issued, no further claims can be made for that order.

Don’t use the bike. If the bike is used, returns can’t be facilitated, and your Buyer Protection is no longer valid.

Don’t perform any repairs or modifications on the bike. Until we find a solution, don’t repair the bike or modify it in any way, including ordering spare parts. The best solution may involve returning the bike, which needs to be in the same condition as when it arrived. Additionally, repairs not discussed and approved by us in advance won’t be covered.

Be patient. Returning a bike may take time.

What happens after a claim is filed:

1. Our team of specially trained bike experts will review your claim. We’ll then respond to your Buyer Protection claim with an initial assessment within 3 business days. 

2. We’ll speak to both buyer and seller to fully understand the situation. This may take time.

3. Visiting a nearby bike shop: We reserve the right to request a cost estimate if it is not possible to make a remote diagnosis based on the images. In the event that damage is confirmed, we will cover the cost of the estimate for you.

4. We aim to reach a decision within 14 days, but some cases can take 30 days or longer. Depending on our assessment, you may be entitled to a repair or return, with conditions outlined below.

Please remember, claims can be rejected if:

The claim isn’t submitted within 48 hours after receiving the bike

The pictures and description don’t match. Buyers are responsible for verifying the bike’s components before the sale. If buyers don’t verify, we’ll use the pictures to decide.

Self-Pickup: There is no buyer protection for self-pickups. Please check the bike thoroughly when collecting it from the seller and before confirming the handover. Claims from self-pickups cannot be processed.

Returns

If the size is incorrectly listed or there’s safety-relevant frame damage (carbon, aluminum, steel), we offer free returns. Please note: Our buycycle bike experts must confirm the damage.

Other valid reasons for returns include:

Receiving only a frameset, which wasn’t clearly stated in the sales listing.

Receiving a "fake frame" that can’t be traced back to a model from an official manufacturer.

And the best part is, we take care of everything.

We don’t accept returns for the following:

The bike size is correctly listed in the ad, but it doesn’t fit.

The bike’s stated condition matches the signs of use on the frame and components.

The bike’s arrival exceeds its estimated delivery time. Please understand that delivery times vary depending on the destination.

Visual defects that don’t pose a safety risk.

The bike meets the described conditions, but you don’t like it.

Bikes that need minor repairs (see below).

How the returns process works:

1. We’ll arrange for the bike to be picked up at your location.

2. You receive a refund. This can take up to 14 business days.

For valid claims:

We’ll arrange for the bike to be picked up at your location.

After we receive the bike, our mechanics or the seller will inspect it. Please be sure to pack it carefully, as any damage from poor packaging will be your responsibility.

You'll get your refund once the bike is checked, usually within 3 business days after arrival, but it may take up to 14 days for more complex cases.

Repairs

In some cases, you may be entitled to repairs. We’ll offer a discount for repairs at a service shop, or provide cash compensation for repairs. We’ll confirm the compensation with you beforehand. Repairs not agreed upon with the buycycle team won’t be compensated.

You’re entitled to repairs only for components listed in the ad. Keep in mind that sport bikes are generally sold without accessories like bottle holders, pedals, GPS devices, lights, or mudguards.

If the bike has damage that wasn’t evident in the ad and doesn’t match the described condition, you’re entitled to repairs or compensation.

For bikes damaged during transportation: take photos of the damaged bike box. And always accept the bike first, even if the box and/or bike is visibly damaged.

What can be repaired:

Easily replaceable parts such as:

Derailleur hanger

Brake disc & pads

Handlebar tape

Grips

What can be compensated:

Scratches on components and the frame

Parts displaced during shipping, such as saddle clamps and screws

Final decision: buycycle makes the final decision. We strive for a fair solution for all parties involved and reserve the right to return the bike to the seller if a compensation agreement can’t be reached or if a return is the more cost-effective option.

Ride safely, pay safely.

When a bike is sold on buycycle, buyers pay for it directly online. This payment is held on our escrow account until the bike has been picked up by the buyer themselves or by our shipping partner. Only after that can sellers have their money paid out to them from their buycycle account.


Meaning: As a buyer you know that your money is safe with us until you actually have your bike and as a seller you can be sure that you will be paid out the full sum for your sale when handing it over.

Peace-of-mind-Packaging.

Our packaging material was developed specifically to keep your bike safe and solid during transportation. Your bike’s shipping is fully insured by us and carried out by our trusted logistics partners so that you can lean back and know that it’s in good hands.

No-worries warranty.

When buying a bike from a commercial dealer, a refurbished bike or when booking one of our extensive checks and services you benefit from up to two years of warranty on your bike. If anything seems wrong with it within this period, we will take care of getting your ride back on track for you!

Scammers: The only ones not safe on buycycle.

Everyone who sells on buycycle needs to verify their identity with our support team using an official ID. All communication between sellers and buyers happens in the public comment section and the exchange of private contact data is prohibited. Never react to sellers or buyers trying to complete a purchase outside of buycycle and never send anyone money outside of our platform. That way you are safe from all scam and fraud attempts and can shop or sell in peace.

How returns work


If your bike's condition differs significantly from its description in its sales ad, you can return it for free.

Just contact us within 48 hours (14 days for purchases from commercial sellers) of the bike's arrival. Let us know what's wrong, and we will assess your claim.

If your claim is valid, we'll promptly contact the seller, reverse the sale and provide you with an instant refund.

International reach.

Secure payments

Buyers pay for bikes online, and the payment is held in escrow until the bike is picked up. Sellers receive their payment after the bike is handed over.

Personal support.

Stress-free packing and shipping

Our packaging material was developed specifically to keep your bike safe and solid during transportation. Your bike’s shipping is fully insured by us and carried out by our trusted logistics partners so that you can lean back and know that it’s in good hands.

International reach.

We offer warranties

When buying a bike from a commercial dealer, a refurbished bike or when booking one of our extensive checks and services you benefit from up to two years of warranty on your bike. If anything seems wrong with it within this period, we will take care of getting your ride back on track for you!

Personal support.

No scams or frauds

Sellers must verify their identity with our support team using an official ID. All communication between users occurs in the public comment section; sharing private contact information is not allowed. Avoid responding to requests for off-platform purchases or sending money outside our platform to stay safe from scams and fraud while buying or selling.

Be patient

Be patient

We’re bike lovers too. And we know how frustrating it is when your dream bike arrives damaged or defective. But please remember that finding the right solution can take time. Patience is greatly appreciated.

Peace-of-mind-Packaging.

Our packaging material was developed specifically to keep your bike safe and solid during transportation. Your bike’s shipping is fully insured by us and carried out by our trusted logistics partners so that you can lean back and know that it’s in good hands.

No-worries warranty.

Our packaging material was developed specifically to keep your bike safe and solid during transportation. Your bike’s shipping is fully insured by us and carried out by our trusted logistics partners so that you can lean back and know that it’s in good hands.

Ride safely, pay safely.

When a bike is sold on buycycle, buyers pay for it directly online. This payment is held on our escrow account until the bike has been picked up by the buyer themselves or by our shipping partner. Only after that can sellers have their money paid out to them from their buycycle account.

Meaning: As a buyer you know that your money is safe with us until you actually have your bike and as a seller you can be sure that you will be paid out the full sum for your sale when handing it over.

Scammers: The only ones not safe on buycycle.

Everyone who sells on buycycle needs to verify their identity with our support team using an official ID. All communication between sellers and buyers happens in the public comment section and the exchange of private contact data is prohibited. Never react to sellers or buyers trying to complete a purchase outside of buycycle and never send anyone money outside of our platform. That way you are safe from all scam and fraud attempts and can shop or sell in peace.

Be patient

We’re bike lovers too. And we know how frustrating it is when your dream bike arrives damaged or defective. But please remember that finding the right solution can take time. Patience is greatly appreciated.

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