Buyer Protection

How Buyer Protection Works

If something isn’t right with your order, submitting a claim is quick and easy. Just follow these simple steps:

1. Accept Delivery (Even if There’s an Issue)

Go ahead and receive the bike—this won’t affect your eligibility to file a claim. Accepting delivery helps us begin processing your request without delays.

2. Submit a Claim Within 48 Hours

Log in to your Order Center and submit your claim within 48 hours of delivery. Payment is held in escrow during this time. Once the funds are released to the seller, we can no longer process claims.

⚠️ Important: Sending an email does not count as filing a claim.

3. Upload Photos & Details

Help us help you—upload clear, high-quality photos showing the damage or issue. If possible, include pictures of the bike inside the box, as this helps determine whether damage occurred during shipping.

What Happens Next?

We work closely with both buyers and sellers to find the best possible resolution. Here’s how it works:

Step 1: Self-Mediation (First 5 Days)

You and the seller have 5 days to communicate and try to resolve the issue directly. Open communication often leads to the best outcome. Our support team is here to step in if needed.

Step 2: Expert Review (If No Agreement is Reached)

If no resolution is found, our team of trained bike experts will carefully review your claim. You’ll receive an initial response within 3 business days.

🚫 Do not use the bike while the claim is being reviewed.

Step 3: Cost Estimate (If Needed)

We may ask you to visit a local bike shop for a repair estimate to better assess the issue and determine next steps.

Step 4: Final Decision (Usually Within 14 Days)

Most claims are resolved within 14 days (up to 30 days for complex cases). Depending on the outcome, you may be eligible for a repair, return, or compensation.

Returns – When Can You Return Your Bike?

Unlike traditional e-commerce, our goal is to ensure your bike meets expectations rather than offer broad return options. A return is eligible under Buyer Protection if:

1. The size listed does not match the bike received.

2. There is significant frame damage that affects safety (as confirmed by our experts).

3. The frame or components are counterfeit or cannot be traced to a legitimate manufacturer.

Repairs – Keeping Your Bike in Top Shape

In many cases, repairs or compensation offer a better solution than a return. We’ll work with you to determine the most appropriate resolution.

What Can Be Compensated?

• Listed Components Only: Repairs apply only to components specifically listed in the ad.

  Note: Sport bikes often exclude accessories like bottle holders, pedals, GPS devices, lights, or mudguards.

• Unexpected Damage: If the bike arrives with damage not disclosed in the ad or in a condition that doesn’t match the description, you’re eligible for repair or compensation.

• Shipping Damage: If damage occurred in transit, please include photos of the bike and the box upon delivery.

  Accept delivery—even if damage is visible—to ensure claim eligibility.

• Incorrectly Listed Components

• Components Displaced During Shipping: For example, saddle clamps or screws that were dislodged.

What’s Not Covered?

• Replacement of wear and tear parts like tires, chains, brake pads, or bar tape

• Standard adjustments to shifters, suspension, or brakes (including bleeds)

• Cassette replacement for bikes older than 3 years

How Much Will I Be Compensated?

Our experts evaluate each claim and determine compensation based on industry-standard rates and our experience handling over 10,000 pre-owned bikes.

• Repair costs may not be reimbursed in full but will reflect a fair value based on the issue.

• Cosmetic defects are compensated based on loss of value. Full repainting is only covered if the bike was listed as new.

• Small cosmetic issues (e.g., scratches smaller than a credit card) may be eligible for up to 6% of the bike’s price, if they exceed what would be expected based on the stated condition.

Claim Conditions & Limitations

1. One Claim Per Order
   Inspect your bike thoroughly before submitting a claim. Only one claim is allowed per order. Once compensation is accepted, the case is considered closed.

2. No-Use Policy
   Do not ride the bike while a claim is active. A return will not be accepted if the bike has been used.

3. No Unauthorized Repairs
   All repairs must be approved in advance. Unauthorized repairs are not eligible for reimbursement.

4. Buyer Protection Fee
   If a refund is issued, the Buyer Protection fee is non-refundable, but we will issue it as a voucher for future use.

5. Self-Pickups Are Not Covered
   Buyer Protection does not apply to bikes picked up in person. Please inspect the bike carefully before finalizing the purchase.

Our Commitment to Fair Resolutions

We’re here to make buying pre-owned bikes seamless and secure. Buyer Protection is our promise that every purchase is handled with fairness, care, and transparency.

If a fair agreement cannot be reached, Luxe Cycle Care reserves the right to return the bike to the seller.

Have questions? Our support team is here for you.
Buy with confidence. Ride with Luxe Cycle Care.