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Returns and Exchanges
We want you to be completely satisfied with your purchase. All of our products have a 30-day money back guarantee, except as specified below. We do not refund shipping charges unless the item was mis-shipped. If you are returning an item, it must be unused in its original packaging and have its original tags. A return of a used item will only be accepted if there is a manufacturing defect. We do cover 1st class USPS postage for exchanges from Triathlon LAB to you (excluding closeout items and international orders). Please allow 7-14 business days to process your exchange/refund. If an exchange is needed sooner, please contact customer service for alternate options. Within the first 30 days, please follow the procedures listed below to ensure a prompt replacement, refund, or credit. In addition, please keep a record of shipment until you have received credit or replacement merchandise.
If an item has a defect which does not appear within the first 30 days, please email Customer Service for a return authorization (RA) number. We do reserve the right to turn down a return if the item appears damaged due to misuse. Some manufacturers require items be sent directly to them for repairs (wheels, wetsuits, etc.), so please contact our Customer Service Department.
The following points apply to all returns/exchanges:
We will do everything within reason to help you fine tune the fit of your new bike within this 30 day period, including trading out stems, handlebars, and seatposts. Please note that if we send out replacement items, your credit card will be billed for such items and a full credit will be issued once we receive the original parts back from you.
Returns for exchange or store credit
If you are otherwise unsatisfied with your frameset or bike purchase, you can return it within 30 days of the original shipping date for an exchange or a store credit. The bike or frameset must be in new condition and must not have been ridden outside. You will be responsible for a restocking fee of 10% of the retail price of the bike or frameset, which covers the administration, labor, and depreciation costs associated with a returned bike or frameset. You will also be responsible for all shipping costs and proper insurance.
Returns for refund
If you choose to return non-defective merchandise to us within this 30-day window for a refund, you will be responsible for a restocking fee of 20% of your purchase price. The bike or frameset must be in new condition and must not have been ridden outside. You will also be responsible for all shipping costs and proper insurance. The steer tubes on forks must not be cut. Cut forks will be charged full replacement cost. Stock seat posts may be cut for fit purposes. After market seat posts that are cut or scratched beyond a reasonable degree will be charged full replacement cost. Special order bikes and framesets are final. triathlonlab.com considers a special order to be a bike custom ordered from a manufacturer for you. This includes, but is not limited to, bikes or frames ordered with custom sized tubing and/or custom paint. If a customer wishes to cancel a special order bike before it has shipped from the manufacturer, there will be a $200 cancellation fee (typically to cover fees charged by the manufacturers). A Return Authorization (RA) number is required for all frameset and bike returns/exchanges and can be obtained by calling: 1.310.374.9100. triathlonlab.com will only accept returns or exchanges with valid RA numbers clearly marked on the outside of packages. Items not returned with valid numbers on the packaging or not within the 30 day return period will not be accepted by triathlonlab.com and will be shipped back to you AT YOUR EXPENSE.
Unused, or defective items returned within 30 days after the invoice date which meet the requirements listed above will receive a refund based on the original form of payment. A mail check will be issued for items paid for by check. A return/exchange, even exchange, or gift receipt does not serve as an original receipt.
Returns with a return/exchange, even exchange, or gift receipt:
Unused, or defective items may be returned within 30 days after the invoice date for a merchandise exchange or a store credit for the purchase price. Applicable restocking fees for bikes, framesets, and wheels will be deducted from the store credit, or charged for exchanges. A merchandise exchange only or online store credit may be issued for any returned merchandise in the event it does not meet our refund criteria. A gift receipt serves as proof of purchase only.
Note: The lowest online sale, clearance or blowout purchase prices may be applicable, these prices are subject to frequent change without notice.
triathlonlab.com offers a one-time price adjustment when an original sales receipt is presented within 14 days of your purchase. Please fax us a copy of your original invoice and call our customer service number (310) 374-9100if you have any questions or to obtain an adjustment. Or you can also mail your original offline invoice with a note indicating the item and its new price to:
Triathlon LAB, Inc.
1512 Aviation Blvd
Redondo Beach, CA. 90278
Attn: Price Adjustments
Note: The envelope must be postmarked within 14 days of the invoice date noted at the top of the invoice. We credit the credit card used for the original purchase. We cannot issue refund checks for price adjustments.
Returning or Exchanging Items by Mail Policy
Follow these instructions to return any Triathlonlab.com Online purchase by mail.
1.Make a photo copy of your original invoice for your records. Send us the original only!
2.Circle the item(s) that you are returning or exchanging on the bottom portion of the invoice and note the specific reason why.
3.Indicate if you want us to credit the card used to place the order or if you'd like an exchange, let us know what you want by noting on the reverse side of the invoice. We won't charge for shipping an exchanged only order, standard U.S. Mail.
4.Pack and seal your return or return's securely, in the original packaging if possible, and include the original invoice. Packages must be returned prepaid -- we do not accept C.O.D. deliveries.
5.Important...We recommend you Insure your return for the proper merchandise dollar amount, this covers you in the event the package is lost or damaged by the post office.
Send returns to:
1512 Aviation Blvd.
Redondo Beach, CA. 90278
Note: We reserve the right to refuse a refund in full on any damaged returned merchandise on behalf of the post office or shipping company for uninsured returns. Triathlon LAB will only refund shipping charges if we've sent the wrong item or if the item sent is defective. (All Special orders and closeout specials are non-refundable.)
Credit Card Refunds
On returns, we can only credit the credit card used for the original purchase. Please allow 1-2 billing cycles for the refund credit to appear on your statement.