RETURNS, EXCHANGES & REFUNDS POLICY

At Cycle Factors, we want you to be confident in every purchase. We understand that sometimes a product may not be quite right, an incorrect item may arrive, or a product may have a fault.

This policy explains how to request a return, exchange or refund when shopping with Cycle Factors.

We aim to make the process as straightforward as possible while ensuring that returned products are handled fairly and efficiently.

This policy applies to purchases made through the Cycle Factors online store. Nothing in this policy limits or excludes any rights you may have under the South African Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable legislation.

1. RETURNS AND EXCHANGES

1.1 Change-of-Mind Returns

If you have changed your mind about a purchase, you may request a return within 30 days of the purchase date, subject to the conditions in this policy and any applicable statutory rights.

For a voluntary change-of-mind return, the item must generally be:

Unused, unworn and in a resalable condition.
Returned in its original packaging, where applicable.
Complete with all original accessories, components, manuals, tags and other supplied items.
Free from damage, marks, modifications or signs of installation or use.
Accompanied by proof of purchase, such as your order confirmation or invoice.

Products that have been fitted to a bicycle, used outdoors, modified or damaged may not qualify for a discretionary change-of-mind return.

All voluntary returns are subject to inspection and approval, provided that this does not limit any rights available to you under applicable consumer law.

1.2 How to Request a Return

To initiate a return, please contact Cycle Factors before sending any products back.

Your request should include:

Your full name.
Your order number.
The name or description of the product you wish to return.
The reason for the return.
Whether you would prefer an exchange or refund.
Photographs of the item and packaging, where relevant.

Our team will review your request and provide instructions on the next steps, including the appropriate return method and destination.

Please do not send products back before receiving return instructions from Cycle Factors.

This helps us identify your order and ensure your return is processed correctly.

1.3 Return Shipping Costs

For approved change-of-mind returns, the customer will generally be responsible for the cost of returning the product to Cycle Factors.

If Cycle Factors supplied an incorrect item or a product is confirmed to be defective or damaged in circumstances for which we are responsible, we will arrange or cover the reasonable return costs as required by applicable law.

Original delivery charges for change-of-mind returns are generally non-refundable, except where applicable law requires otherwise.

1.4 Exchanges

If you would like to exchange an item for another size, colour, model or product, please contact us with your order number and the details of the requested replacement.

Exchanges are subject to stock availability and the applicable return conditions.

If the replacement product costs more than the original item, you may be required to pay the difference before the exchange is completed.

If the replacement product costs less, any applicable difference will be refunded or otherwise settled in accordance with the agreed exchange arrangement and applicable law.

If the requested replacement is unavailable, we will discuss the available alternatives with you.

2. INCORRECT, DAMAGED OR FAULTY PRODUCTS

We take care to ensure that orders are supplied correctly and reach our customers in good condition.

If your order arrives damaged, you receive the wrong product, an item is missing, or a product appears to be defective, please contact us as soon as reasonably possible.

Where possible, please notify us within three days of receiving your order so that we can investigate delivery damage or order discrepancies promptly. This request does not limit any statutory rights or remedies available to you.

2.1 What Information Should You Provide?

Please provide:

Your order number.
The name and description of the affected product.
A description of the problem.
Clear photographs of the product and any visible damage.
Photographs of the packaging, shipping label and parcel, where relevant.
The product barcode or model number, if available.

Please retain the original packaging and all supplied components until the matter has been resolved.

2.2 How We Resolve These Issues

Once we have reviewed your report, we will advise you on the next steps.

Depending on the circumstances, the nature of the problem, stock availability and your rights under applicable law, the appropriate remedy may include:

Replacement with the correct product.
Repair of a defective product.
Replacement with an equivalent product, where appropriate and agreed.
A refund to your original payment method.
Another remedy available under applicable consumer law.

Where a replacement is arranged, delivery times will depend on stock availability and courier arrangements.

If a product is confirmed to be faulty, damaged or incorrectly supplied, we will address the matter in accordance with our legal obligations. We will not apply a blanket handling fee to a refund where such a deduction is prohibited by law.

3. CYCLING SHOES, CLOTHING AND HELMETS

Cycling apparel and safety equipment require particular care when being returned.

3.1 Cycling Shoes

Cycling shoes may be tried on indoors to check the fit, provided they remain clean, undamaged and in a resalable condition.

Shoes that have been ridden in, fitted with cleats or otherwise show signs of outdoor use may not qualify for a voluntary change-of-mind return.

Please return shoes with their original shoe box, where supplied, and include all original accessories and packaging.

The original shoe box must be placed inside a separate protective shipping box. Do not attach courier labels or shipping tape directly to the shoe box.

This helps prevent damage to the retail packaging.

These conditions do not remove any applicable rights relating to defective products.

3.2 Cycling Clothing and Accessories Worn Against the Body

For hygiene reasons, items such as cycling shorts, bib shorts, base layers, socks and other intimate apparel should be unworn, unwashed and in their original condition for a voluntary change-of-mind return.

Items showing signs of use, perspiration, washing or damage may not qualify for a discretionary return.

Where a product is defective, any assessment or remedy will be handled in accordance with applicable consumer law.

3.3 Helmets and Protective Equipment

Helmets and other protective equipment must be returned in a condition that permits proper inspection.

For voluntary change-of-mind returns, these products should be unused, undamaged and returned with their original packaging and accessories.

Helmets that have been involved in an impact, show signs of damage or have been modified may require special assessment.

Please contact us if you believe a helmet or other safety product is defective. Do not continue using potentially damaged safety equipment while the matter is being investigated.

4. BICYCLE COMPONENTS AND TECHNICAL PRODUCTS

Bicycle components and technical products must be returned with care.

For voluntary change-of-mind returns, components should be unused, uninstalled and unmodified, with all supplied parts and packaging included.

Products that have been installed, fitted, altered, damaged or used may not qualify for a discretionary return.

This may include:

Bicycle chains, cassettes and cranksets.
Brakes, brake pads and rotors.
Derailleurs and shifting components.
Bearings and suspension components.
Handlebars, stems and seatposts.
Tyres, tubes and tubeless accessories.
Tools and workshop equipment.
Electronic cycling devices and accessories.

If a component appears to be defective, please contact us before attempting repairs or modifications.

Where a technical assessment is necessary, we will advise you on the process. Any assessment or repair will be handled in accordance with the applicable warranty terms and your statutory consumer rights.

5. ITEMS THAT MAY NOT QUALIFY FOR VOLUNTARY RETURNS

Certain products may be excluded from discretionary change-of-mind returns for hygiene, safety, product-integrity or commercial reasons.

Depending on the product and applicable law, these may include:

Used or installed bicycle components.
Worn cycling clothing or footwear.
Used helmets and protective equipment.
Opened consumables, lubricants, sealants and similar products.
Products that have been damaged, modified or altered after delivery.
Customised or personalised products.
Special-order products obtained specifically at a customer’s request.
Gift cards and digital products, where applicable.

These exclusions apply only to the extent permitted by law.

They do not automatically exclude a customer’s statutory rights where goods are defective, incorrectly supplied or otherwise covered by applicable consumer protection legislation.

If you are unsure whether an item qualifies for a return, please contact us before sending it back.

6. REFUNDS

6.1 Refund Approval

Once your returned product has been received, it will be inspected to confirm its condition and eligibility for the requested remedy.

We will notify you of the outcome once the assessment has been completed.

If your return is approved, the applicable refund will be processed in accordance with the agreed return arrangement and applicable law.

If a voluntary return does not meet the applicable return conditions, we will explain the reason and discuss the available options with you.

6.2 How Refunds Are Processed

Approved refunds will generally be returned to the original payment method used for the purchase, subject to the payment provider’s procedures and applicable law.

Refunds to bank cards and other electronic payment methods may take several business days to reflect, depending on the payment provider and your bank.

Cycle Factors cannot guarantee the exact date on which your bank will make the funds available.

If your refund has not reflected after a reasonable processing period, please contact us with your order number so that we can assist.

6.3 Delivery and Handling Charges

For voluntary change-of-mind returns, original delivery charges and return courier costs are generally the customer’s responsibility, except where applicable law or the circumstances of the return require otherwise.

Where an incorrect, damaged or defective product qualifies for a remedy, applicable delivery and return costs will be handled in accordance with our legal obligations.

We will not make deductions that are prohibited by applicable law.

6.4 Handling Fees

Any handling, restocking or administrative fee will be disclosed where applicable and applied only where permitted by law and the circumstances of the return.

No blanket handling fee will be applied to a refund where such a deduction would unlawfully limit a customer’s rights.

7. WARRANTY CLAIMS

A product warranty and a change-of-mind return are different processes.

Some products sold by Cycle Factors may carry a manufacturer’s warranty covering specified defects or failures for a stated period.

Warranty terms, exclusions and claim procedures vary by manufacturer and product.

If you believe a product has developed a fault, please contact us with your order number, product details and a description of the problem.

We may request photographs, proof of purchase or a technical assessment to determine the appropriate next steps.

Warranty coverage may depend on factors such as the product’s intended use, maintenance requirements, installation, accidental damage and the manufacturer’s warranty conditions.

However, a manufacturer’s warranty does not replace or reduce any statutory rights you may have under South African consumer law.

Please refer to the relevant product warranty information or contact us if you need assistance.

8. YOUR RIGHTS UNDER SOUTH AFRICAN CONSUMER LAW

Cycle Factors aims to handle all returns, exchanges, refunds and warranty claims fairly and in accordance with applicable South African law.

Depending on the circumstances, your rights may include protections under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

For certain qualifying online transactions, the Electronic Communications and Transactions Act provides a cooling-off right that may allow cancellation within seven days after receipt of the goods, subject to the Act’s requirements and exceptions.

The Consumer Protection Act also provides remedies in qualifying cases involving defective goods.

These rights are separate from any additional voluntary return period offered by Cycle Factors.

Nothing in this policy is intended to exclude, restrict or waive a right or remedy that cannot lawfully be excluded or restricted.

9. IMPORTANT PACKAGING AND SHIPPING GUIDELINES

When returning a product, please ensure that it is packaged securely to prevent damage during transit.

Where possible:

Use the original product packaging.
Place retail packaging inside a suitable outer shipping box.
Include all supplied accessories, manuals, tags and components.
Include your order number and proof of purchase.
Remove or cover old shipping labels.
Use a trackable courier service and retain your tracking details.

Please do not send products directly to a manufacturer unless we have instructed you to do so.

Cycle Factors will provide the appropriate return instructions once your request has been reviewed.

Responsibility for return shipping costs and any applicable risk of loss or damage during transit will be determined in accordance with the agreed return arrangements and applicable law.

10. HOW TO CONTACT CYCLE FACTORS

To request a return, exchange, refund or warranty assessment, please contact Cycle Factors through our website’s contact page or the customer support details provided on our website.

Please include your order number and all relevant product information so that we can assist you efficiently.

Our team will review your request and guide you through the next steps.

We appreciate your business and thank you for choosing Cycle Factors.

Cycle Factors — Your Cycling Journey Starts Here.