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Returns,Refunds & Exchanges
Very important: You must contact us, preferable by e-mail, prior to sending your return.
Tell us what is going on with the product and we will tell you how to proceed. Items which
are retuned to us which are not eligible for return, refund or exchange will either be disposed
of or returned to you at your own expense. For this reason we ask that you contact us ahead of
time and be honest about the condition of the product. Below is a rough guideline that covers our
policies. Issues not specifically covered here will be handled in a manner that we
deem appropriate.
All returns must be received or in process within 60 day of the purchase date.
Our mistakes
Products with problems that could reasonably be considered the fault of Goose Creek Cycle or its staff will be corrected with as little cost to the customer as possible. Depending on circumstances and the needs of the customer we will either issue a full refund, or send a replacement product. Problems that we would consider to fall into this category include but are not limited to: Faulty information on the site that leads to the purchase of the wrong product. Incorrect item shipped. Damaged item shipped
Issues that we do not consider to be our mistake include but are not limited to: Items actual weight doesn't match manufacturers published weight for the part. (we don't weigh each item, we only pass on what the manufacturer says it weighs). Color in website picture is slightly different than actual product. (Variances in computer monitors and lighting conditions may cause products to look slightly different. Obviously if you order Red and we send Blue, that is our fault, but if you thought that the "blue" was a little darker than it is, that is out of our control)
Sizing (see below)
Slight variations in products as years change. We will try to keep the site as up to date as possible, but occasionally a product will undergo slight variations for its next production year. Usually these changes are either cosmetic or upgrades, so we may start shipping the next years product before our pictures and specs are updated. If you are specifically looking for "last years product" for some reason, please contact us and find out which we have in stock before you order.
Manufacturer Defects and Recalls
Manufacturer defects and recalls will be handled according to the preferences and policies of the individual manufacturer. Please contact either us or the manufacturer if you have a product that you believe is under warrantee, or flawed.
Issues that are not our mistake
We will accept returns of items that we incorrectly or accidentally ordered but with the following conditions. Generally speaking, products must still be in good (resellable) condition, and have all the original packaging. Other conditions are product dependant:
Clothing:
Clothing must still have the tags on it and cannot be soiled in anyway.
Food:
We do not accept returns of food unless the mistake was ours (sent past expiration date, wrong product sent etc.)
Bicycle components: Any part damaged in the process of normal or improper installation or damaged as a result of improper installation cannot be returned. By way of example, forks and chains are cut in the process of installation so installation will make them ineligible for return. Over tightening of clamps on a carbon fiber bar will crack the bar and make it ineligible for return. Components which have been installed and ridden, even for a short period of time, cannot be returned (in other words, don't expect to buy it go out and ride it long enough to decide you don't like it and try to return it)
Tools: We no longer accept returns of tools unless there is a problem with the tool itself. This is to avoid people buying an expensive and seldom used tool for one project and returning it when they are done.
Issues which are considered to be "not our fault":
Wrong size or type ordered
Component not compatible with bike
Customer doesn't like the way an item fits or looks
Etc
Assuming that a return is not excluded by any of the above or similar circumstances, "Not our fault" are usually offered an exchange or a refund less shipping costs and a 5% restocking fee.
