Additional Info
1. New / Unused Returns
We want you to be 100% satisfied with your purchase. If you decide for any reason a new and unused item purchased from our website isn’t for you after all, it can be returned within 30 days from the delivery date (If you received items from an order consisting of multiple products, the 30-day return period starts on the day you receive the last one).
An item qualifies as new/unused and can be accepted for a return if:
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Items returned within 30 Days after delivery
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Items not worn or mounted
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Original and undamaged Box/Packaging for shoes, helmets, and accessories
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Product tags Included
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Manuals & additional accessories/attachments included.
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Washed items do not qualify as new/unused.
If we determine the returned item does not qualify as new/unused, but is otherwise undamaged, we will automatically process it as a return of a used item (see below), or even reject the return.
2. Used / Undamaged Returns
Used, but undamaged, items purchased from our website must be returned within 30 days of delivery for a full refund. The item must be returned with everything included with your original purchase, including manuals, warranty, and other accessories. In the case of a bike, all original components must be returned.
We cannot accept the return of a used product that has been used like:
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Clothes with sweat, stains, or any signs of constant wear
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Shoes with soles carved by the pedals and/or the pavement
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Any product with scratches or wear marks
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Any products with signs that have been involved in a crash
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Bicycles that have been used more than necessary to determine if the size purchased is correct
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Etc.
Individual inspection of products will be conducted upon reception, and based on their condition a Rider Care agent might contact you again, to define a partial or full refund for your order, or even reject the return. Please note that Items with damage, missing parts, not in original condition, or that have obvious signs of use for reasons not due to a Specialized or carrier error may face a deduction of up to 50% of the item price.
If you don’t want a partial refund we can always ship the product back to you, but you will have to cover the shipping costs. If the product needs repair, adjustments, or replacement parts, any expenses will have to be covered by the customer.
3. Which Products Are Covered Under Our Returns Policy?
All products purchased on our website, including bikes, equipment, and apparel. All returns are subject to review by our staff. We do stand behind our returns policy and want to make sure you are completely satisfied with your purchase. Specialized reserves its right to refuse a return if we determine at our discretion that the policy is being abused. Also, consider that any return request after 30 days of reception will be automatically rejected regardless of the condition of the product.
Exceptions
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Custom or personalized items, except in cases of manufacturing defect.
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Water bottles and Purist Bottles, except in cases of manufacturing defect.
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Samples
Some Specialized products also have specific written guarantees and/or warranties. Details and return policies can be found on the product label, product tag, or warranty card.
4. Refunds
After you complete a drop-off or pick-up of return item(s), it may take some time for the item(s) to be transported to Specialized warehouse. Once we receive the item(s), we will verify and inspect the item(s) against the expected product(s) and quantity in your return request.
If we do not receive the expected product(s) and quantity as submitted by you in your return request, or if the item(s) are not in original condition or missing parts/accessories/manuals, we will deduct this from your refund.
A refund will be provided after we process your return item at our facilities. It can take up to 15 business days for us to receive and process your return. In certain circumstances refund time frames may be longer.
Please note that refunds will be reduced for returned items, such as for signs of customer use or damage, or missing parts, accessories, or manuals.
Once we issue your refund, it takes additional time for your financial institution to make funds available in your account.
If you used a bank account or your PayPal balance, your refund can take three to five business days. If you used a credit or debit card, refunds can take a bit longer – up to around 15 days.
5. Exchanges
Unfortunately, we cannot process direct exchanges, so you will have to place a new order and return the item you want exchanged. The fastest way to do it is to place a new order, and then return the item you want exchanged for a refund. Otherwise, you can return the item first, wait for your refund, and then place a new order. Please note we cannot put items on hold while we wait for your return.
It is also not possible to exchange your online purchase for a different product in any store.
6. Return Shipping
Return shipping is always complimentary. You will be provided a shipping label once a return request is created and go through the online returns process in your www.specialized.com account. Items purchased from our website need to be shipped back to us directly and cannot be returned at a Specialized retailer. Replacement Turbo batteries are an exception to this rule and can only be returned via a Specialized retailer
Once you have the label,
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(1) pack your items carefully,
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(2) print and attach the label to the outside of the package, and
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(3) drop the package off at the Carrier’s office most convenient for you. Please make sure to package your items carefully as we are not responsible for any damage that occurs during shipment back to us. If you want to return a complete bike, it will require disassembly and careful packaging to make sure nothing gets damaged in transit. A retailer can help with getting your bike professionally packaged (fees may apply), please contact Rider Care so that they can refer you to a store.
If you no longer have a box to send your bike back to, please contact Rider Care and request one.
7. Warranty
If you seek to return an item under warranty, please refer to our warranty page or the warranty policy included with your product.
If your product was already damaged when you received it, please contact Rider Care providing Photo Evidence of the damage to get assistance.