Refund & Return Policy
Last Updated: 02/25/2026
Effective Date: 02/25/2026
At Munroe Velo (“we,” “us,” or “our”), we want you to be satisfied with your purchase. This Refund & Return Policy explains how returns, exchanges, and refunds are handled for purchases made at www.munroevelo.com.
This Policy is incorporated into our Terms of Service.
1. Return Eligibility
Standard Merchandise
Items may be eligible for return if:
A return request is submitted within 30 days of confirmed delivery.
The item is unused, unworn, uninstalled, and in original condition.
Original packaging, tags, manuals, and accessories are included.
The item has not been assembled, modified, or altered.
Returns that do not meet these conditions may be denied or subject to partial refund.
Bicycles & Large Equipment
Unassembled and unridden bicycles may be eligible for return if:
A return request is submitted within 14 days of confirmed delivery.
The bicycle has not been assembled, ridden, modified, or used.
The bicycle is returned in original packaging and condition.
Bicycles that have been assembled, ridden, or modified are not eligible for return unless defective.
2. Non-Returnable & Final Sale Items
Unless required by applicable law, the following items are not eligible for return:
Clearance or final sale items
Custom or special-order products
Used, installed, assembled, or modified items
Gift cards
Labor, service, workshop, or assembly fees
Items marked “Non-Returnable” at time of purchase
Nothing in this section limits any rights you may have under Massachusetts consumer protection laws.
3. How to Start a Return
To initiate a return:
Contact us at info@munroevelo.com with your order number.
We will confirm eligibility and provide return instructions.
Ship or return the item as instructed.
Returns sent without prior authorization may be refused.
Return authorization does not guarantee refund approval; all items are subject to inspection upon receipt.
4. Return Shipping & Risk of Loss
Customers are responsible for return shipping costs unless the return is due to our error or a confirmed defective product.
Original shipping charges are non-refundable unless required by law.
We strongly recommend using a trackable and insured shipping method.
You are responsible for the item until it is received and inspected by us. We are not responsible for returns lost or damaged in transit.
For oversized items (including bicycles or freight shipments), additional return shipping fees may apply and will be disclosed before processing.
5. Inspection & Restocking Fees
All returned items are inspected upon receipt.
We reserve the right to:
Deny returns that show signs of use, installation, damage, or alteration.
Deduct a reasonable restocking fee of up to 15% for opened or non-defective returns, where permitted by law.
Deduct costs for missing components or damaged packaging.
6. Refunds
Once your return is received and approved:
Refunds will be issued to the original payment method.
Approved refunds are typically processed within 5–10 business days after inspection and approval.
Your financial institution may require additional time to post the refund.
If a return is rejected, we will notify you and may offer to ship the item back at your expense.
Shipping charges, delivery fees, and optional service fees are non-refundable unless the return is due to our error or a confirmed defect.
7. Exchanges
Exchanges are subject to product availability.
If requesting an exchange:
Contact us before returning your item.
Price differences may apply.
Some items may only qualify for refund rather than exchange.
8. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
You must contact us within 5 days of confirmed delivery.
Provide photos of the product and packaging.
Retain original packaging until instructed otherwise.
Failure to report shipping damage within 5 days may affect eligibility for replacement or carrier claims.
If a product is confirmed defective, we will repair, replace, or refund it in accordance with applicable law.
Return eligibility does not affect any rights you may have under applicable warranty laws.
9. Refused Deliveries
If a shipment is refused without prior authorization:
Return shipping and carrier fees may be deducted from your refund.
Original shipping charges are non-refundable.
10. Chargebacks & Payment Disputes
If you initiate a chargeback before contacting us to resolve an issue:
We reserve the right to dispute the chargeback.
Future purchases may be restricted.
Collection efforts may be pursued for fraudulent disputes.
We encourage customers to contact us first so we can resolve concerns quickly.
11. Manufacturer Warranties
Some products are covered by a manufacturer’s warranty separate from this return policy.
Warranty claims may be handled directly by the manufacturer or through us, depending on the product.
Normal wear and tear, misuse, improper installation, or modifications are not covered under manufacturer warranties.
12. Excessive or Abusive Returns
We reserve the right to:
Limit or refuse returns from customers who demonstrate excessive, abusive, or fraudulent return behavior.
Close accounts engaged in misuse of the return process.
13. Massachusetts Consumer Rights
Nothing in this Policy limits any rights you may have under Massachusetts law, including rights under Chapter 93A or applicable warranty statutes.
14. Policy Changes
We may update this Policy from time to time. Changes apply to purchases made after the updated effective date.
15. Contact Information
Email: info@munroevelo.com
Address: 7 Grove Street STE 103 Topsfield MA 01983
Phone: 978-887-6511