Refund policy
GENERAL
House of Bikes stands behind the quality of its products and services, and endeavors to resolve customer service matters promptly and in good faith. Customers not fully satisfied with their purchase must contact us at hello@houseofbikes.ca or by phone at (613) 698-1369 to initiate the return or exchange process. Please do not ship back your product before contacting us.
We strongly recommend that our customers ensure they are ordering the correct product, or to contact us for advice & support before placing their order, as we cannot accept returns due to a change-of-heart.
Customers are required to obtain approval for any returns prior to shipping the items. Returned products will be inspected within 5 business days of receipt. If the return is accepted, customers will be reimbursed using the original method of payment, minus a 3% transaction fee. Some returns may also incur a re-stocking fee, as outlined below.
All returned products must include the original packaging, accessories, spare parts and all other items as originally included with the product. The customer is solely responsible for any costs related to the shipment of a product they wish to return. Shipping charges, both outgoing and incoming, cannot be refunded.
ORDER CANCELLATION
Orders cannot be cancelled once they have shipped.
Orders that have been processed but not yet shipped, may potentially be cancelled. Customers are advised to contact us to determine available options. A transaction fee of 3% applies to any processed order that is cancelled at the customer’s request.
Orders that have not yet been processed can be cancelled without fees.
ELECTRIC PRODUCTS
All electric products, including but not limited to, electric bicycles (e-bikes), electric tricycles (e-trikes) and electric scooters (e-scooters), cannot be returned more than 5 business days after confirmation of delivery at the customer’s location.
To be eligible for a return, all electric products must have less than 10 kilometers (6 miles) on their odometer, and be in original factory condition with no wear & tear mechanically, and no blemishes aesthetically.
Given the large and heavy nature of electric products, the customer shall exercise abundant caution in the re-packaging and padding of the returned item, with the scope of ensuring there is no damage caused in transit.
It is highly advisable to re-use the original box and padding for the return of any electric product, as they are efficient in size, maximize protection and minimize the chance of damage in transit. The onus is on the customer to add additional padding or packaging as necessary to prevent damage.
Please note: if a return is approved, the original shipping cost incurred by House of Bikes (typically $250-$400 per e-bike) will be deducted from the refund amount, even though outbound shipping was not charged at the time of purchase. This deduction is in addition to any applicable transaction or restocking fees.
PARTS, ACCESSORIES, CLOTHING & EQUIPMENT
Non-electric products, such as parts, accessories, clothing and equipment, that have not been used or worn, with the original tags still attached, and that can be re-sold in brand new condition, may be returned subject to approval by House of Bikes staff. Please contact us prior to shipping back your item.
Non-electric products may be returned no later than 10 business days after the customer’s receipt of the product.
All items must be returned in their original packaging.
EXCHANGE & RE-STOCKING
All products that do not qualify for a return, or that are not in their original factory condition, or that cannot be re-sold as brand new, may potentially be returned, subject to approval at House of Bikes’ discretion, and subject to a 25% re-stocking fee.
Alternatively, customers can choose to exchange their product for one of equal or higher value instead of paying the re-stocking fee. In either scenario, customers must contact us so we can evaluate their request on a best-effort, case-by-case basis.
All exchanges are subject to House of Bikes’ approval at their discretion, and are not guaranteed prior to the inspection of the returned product.
WARRANTY
Please consult our warranty policy page for returns or exchanges covered under warranty provisions.
RETURN SHIPPING
Customers must return their product using the original outer packaging (box), particularly for electric products, as the factory protective materials are ideally fitted to minimize potential damage.
All products must be returned with their original packaging.
All returns must be pre-approved by House of Bikes staff before being shipped to:
House of Bikes
3 – 5359 Canotek Rd.
Ottawa, ON
K1J 9E5
Canada
Customers are required to pay for any and all costs related to shipping a returned product. All charges including but not limited to freight, duty and taxes, will be the customer’s responsibility and must be pre-paid by the customer until the item is received at House of Bikes.
Without exception, any costs incurred by House of Bikes in the receipt of a returned product, will be deducted from the customer’s refund amount. In the case of e-bike returns, the outbound shipping cost absorbed by House of Bikes at the time of purchase (approximately $250-$400 per bike) will also be deducted from the refund.
In no case will House of Bikes pay for any delivery fees, duties or taxes for products returned without prior approval, and we reserve the right to decline any incoming delivery if any such costs are to be incurred.
IN-PERSON RETURNS AND EXCHANGES
Customers may choose to bring their product in-person at our store, located at 3 – 5359 Canotek Road in Ottawa. This allows for a faster inspection and resolution of the return, exchange, or warranty claim, avoids return shipping costs, and reduces the risk that a returned product would be damaged during shipping.
Any costs associated with bringing a product in-store, such as travelling from out of town, will be the customer’s responsibility.
Products purchased in-store are subject to the same return, exchange, refund and warranty provisions of this policy.
FINAL SALES
All clearance items, demo bikes and pre-owned products are marked accordingly as 'final sale' items, and cannot be returned under any circumstances.
SERVICES
Services performed, including but not limited to tune-ups, repairs, assembly and delivery, cannot be refunded in any circumstance.
CONTACT INFORMATION
For any questions related to the warranty, return or exchange process, please contact us at hello@houseofbikes.ca or by phone at (613) 698-1369.