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Shipping:
1. We DO NOT ship to PO BOXES or APO.
2. On all International orders it is the customer's responsibility to pay import and customs duties. The customer is also responsible for ensuring compliance with all local/state/federal regulations concerning the import and use of bicycles.
3. We are not responsible for any lost, stolen, or damaged items due to any parcel service fault.
4. For any third-party shipping, Structure Cycleworks cannot provide ANY additional shipping information or documentation.
Returns:
1. Two month Love It or Return It Money-back Guarantee.
If you do not love your bicycle or frameset, contact customer service for a Return Authorization Label within two months of the date you receive your bicycle or frameset. Return it with no more than normal wear and receive a refund of the purchase price less shipping and $400 restocking fee. Better yet, in North America only, we will cover return shipping.
Upon determination that the bicycle or frameset has been returned with no more than normal wear, a credit will be applied to your original method of payment within 2-5 days.
If you wish to cancel an order that we have not yet begun processing, please contact customer service. If we have not met our obligation to begin shipping bikes by Q1, 2021, you may cancel for a full refund.
If order processing has begun (we have begun building your bike), we will not be able to cancel the order but will work with you to ensure your satisfaction.
2. Accessory/replacement part orders:
3. Used items:
No returns except under Warranty conditions or special promotion terms.
4. Non-returnable merchandise:
5.Before a return is sent, the customer must have written approval of said return from Structure Cycleworks. If a customer sends a return without a Return Authorization Label from Structure Cycleworks, a refund will not be issued and the customer will have to pay shipping to get the item returned, or sacrifice the item. Structure Cycleworks is not responsible for loss or damage of unauthorized returns, and restocking fees may apply.
6.If your approved accessory/replacement part return passes our inspection, you will receive a refund less original shipping.
If non-returnable items are returned without authorization from our Customer Service team, they will be returned to the customer immediately at the customer's expense and customer will be notified. Restocking fees may apply to unauthorized returns.1. Once your return is received and inspected, we will notify you of approval or rejection.
2. For refunds, a credit will be applied to your original method of payment within 2-5 days. We do not offer exchanges. However, a credit may be applied to a new order if the request is made at the time of return.
3. Prior to inquiring about the status of your refund, please first check your bank account or credit card company, as it may take some time before the refund is posted. If you have done this and still have not received your refund, please contact us at customerservice@structure.bike.