Refund & Returns

1. Return Eligibility and Conditions

CRISTOLY accepts return requests for eligible bicycles and products within 30 days of delivery. To qualify for a standard return, the item must meet the following conditions:

• The bicycle must be new, unused, and unregistered.
• The bicycle must not have been ridden outdoors or show signs of use, damage, or modification.
• The product must be returned in its original packaging, with all included accessories, components, manuals, and other supplied items.
• You must provide your order number or other reasonable proof of purchase.
• You must contact our team and receive return authorization before sending the item back.

Please contact us before arranging a return. Items sent back without prior authorization may experience delays or may not be accepted.

These conditions do not limit any non-waivable consumer rights that may apply to your purchase.

2. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your bicycle arrives damaged, has a manufacturing defect, or differs from the product you ordered, contact CRISTOLY as soon as reasonably possible.

Please include:

• Your order number and the email address used at checkout.
• A description of the damage, defect, or discrepancy.
• Clear photographs or a short video showing the issue, if available.

We will review the information and explain the available resolution. Where the issue is confirmed to be our responsibility, CRISTOLY will cover reasonable authorized return shipping costs and provide an appropriate remedy in accordance with applicable law.

Please do not ride a bicycle that may be unsafe due to damage or a suspected defect.

3. How to Initiate a Return

All returns must be approved and coordinated with our customer support team before shipment.

4. Exchanges

Exchanges may be available for eligible products, subject to stock availability and approval.

If you would like a different bicycle model, size, or product, contact us with your order number and the replacement item you prefer. Our team will explain the available options and any applicable price difference or shipping cost before proceeding.

5. Return Shipping Costs

Return shipping responsibility depends on the reason for the return:

• Change of mind or incorrect selection: For approved non-defective returns, the customer is responsible for the return shipping cost. Where applicable and disclosed before the return is finalized, this cost may be deducted from the refund.
• Damaged, defective, or incorrect item: Where the issue is confirmed to be CRISTOLY's responsibility, we will cover reasonable authorized return shipping costs.

Bicycle shipping can require specialized packaging or freight arrangements. Please do not send a bicycle to the address listed on this page without receiving return instructions from our team.

6. Restocking Fees

CRISTOLY does not intend to charge a restocking fee for approved returns that meet the conditions in this policy.

Any deduction from a refund will be explained to you before the return is finalized and will be subject to applicable law.

7. Refunds and Processing Time

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

For approved returns, we aim to process the refund within 7 days after the returned product has been received and inspected.

• Approved refunds are generally issued to the original payment method.
• Your bank or payment provider may require additional time to post the refund to your account.
• Any applicable return shipping deduction will be communicated in accordance with this policy and applicable law.

If your refund has been approved but has not appeared after the expected processing period, please contact us with your order number.

8. Order Cancellations

If you need to cancel an order, contact us as soon as possible. We will attempt to stop the order before it is dispatched, but cancellation cannot be guaranteed once processing or shipment has begun.

If an order has already shipped, you may need to follow the return process described above. Any cancellation charges or shipping costs will be explained where applicable and must comply with applicable law.

9. Your Consumer Rights

This policy describes CRISTOLY's standard return procedures. It does not exclude or restrict statutory rights you may have under the consumer protection laws applicable to your purchase.

If local law provides additional rights or remedies for defective products, cancellation, or refunds, those rights will continue to apply.

10. Contact Us for Returns

For assistance with a return, exchange, refund, or order cancellation, contact our customer support team. Please include your order number to help us assist you.