Refund and Returns Policy

  • Home
  • Refund and Returns Policy

1. Returns Eligibility

We want you to be completely satisfied with your purchase. If you are not happy with your Giant bicycle or accessory, you may return it under the following conditions:

  • The item must be unused, in its original condition, and in the original packaging.
  • Returns must be made within [30] days of purchase.
  • Proof of purchase (receipt or order confirmation) is required.
  • Custom-built or modified bicycles are not eligible for return.

2. Refund Policy

  • Refunds will be processed after inspection of the returned item.
  • If approved, refunds will be issued via the original payment method within [7] business days.
  • Shipping fees are non-refundable unless the return is due to an error on our part (e.g., wrong or defective item).

3. Exchanges

  • We allow exchanges for size issues or defective products.
  • Exchanges must be requested within [7] days of purchase.
  • If the requested exchange product is unavailable, a store credit or refund may be offered.

4. Defective or Damaged Items

  • If you receive a defective or damaged bicycle, contact us immediately at [+254724511513] with photos of the issue.
  • We will arrange for a replacement or refund at no extra cost to you.

5. How to Initiate a Return

To request a return, please:

  1. Contact our customer support team at [+254724511513] with your order details.
  2. Return the item to our store or ship it to [Junction Trade Centre, Basement Floor
    Shop B132 – Nairobi CBD]     (shipping costs may apply).
  3. Await confirmation on your refund or exchange.

6. Non-Returnable Items

  • Gift cards and promotional items
  • Used or damaged items (unless received in such condition)
  • Clearance or discounted products (final sale items)