At SRAN Bike Gear Shop, we approach returns with the same precision we apply to our professional-grade cycling components. This policy outlines our straightforward process for returns and exchanges, designed to keep you rolling with the right gear.

1. Eligibility

We accept returns and exchanges within 15 days of receiving your order, provided the items meet these conditions:

  • Items must be unused, in original packaging with all tags attached
  • Proof of purchase is required (order number or receipt)
  • Certain products are non-returnable (see section 5 below)

Note: For hygiene reasons, products like Bar Grips, Bar Tape, and Brake Pads cannot be returned unless defective.

2. Return Process

Follow these steps to initiate a return or exchange:

Step 1: Request Authorization

Email [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer refund or exchange

Return Request Template:

Subject: Return Request – Order #[Your Order Number]

Body:
Dear SRAN Bike Gear Team,

I would like to request a return/exchange for my order #[Order Number].
Item(s) to return: [Product Name, Size/Model]
Reason: [e.g., incorrect size, defective part]
I prefer: [Refund / Exchange for (specify product if exchanging)]

Please advise next steps.

Regards,
[Your Full Name]
[Your Contact Number]

Step 2: Receive Instructions

Within 48 hours, we’ll email you:

  • Return authorization number (RMA)
  • Shipping instructions
  • Return address (46 Munro Rd, Stirling, GB CH5A 6TT)

Step 3: Ship Your Return

Package items securely with original packaging and include:

  • Printed copy of your order confirmation
  • RMA number clearly visible

We recommend using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.

3. Refund Processing

Once we receive and inspect your return:

  • Timeline: Refunds processed within 3-5 business days after inspection
  • Method: Refund issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

4. Exchanges

For exchanges:

  • We’ll ship your replacement item once the return is processed
  • Price differences will be charged/refunded as needed
  • Expedited shipping available for additional cost

5. Non-Returnable Items

For safety and hygiene reasons, these items cannot be returned unless defective:

  • Bleed Kits (opened packages)
  • Brake Fluid (opened containers)
  • Bike Cleaners (chemical products)
  • Bar Tape & Grips (hygiene reasons)
  • Brake Pads (if installed or used)

6. Damaged or Defective Items

If you receive damaged or defective items (like misaligned Alignment Tools or faulty Bottom Brackets):

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll cover return shipping and expedite your replacement

Professional Tip: Before returning MTB Tyres or Brake Levers, check our online installation guides – many “defects” are actually installation issues our team can help resolve.

Contact Us

For any return-related questions:
Email: [email protected]
Postal: 46 Munro Rd, Stirling, GB CH5A 6TT

We aim to respond to all return inquiries within 24 hours (excluding weekends).