Cancellations & Returns

Order Cancellation

Before an item has been shipped, you are entitled to cancel one or more items in your order. Select each item you wish to cancel by ticking the cancellation checkbox and then confirm by clicking the Accept Cancellation button. Once you complete the cancellation process, we will issue the refund within 4-7 days, using the same payment method you used for the purchase.

Returns

Return conditions vary depending on whether you collected your product at an Orbea store or received it at home.
To make any return, you must have a return request number associated with the order. This number is generated automatically when you log into your account, open the order details, select the item(s) you wish to return, and submit the return request. You will receive an email with your return request number.

If we receive a return outside the stated timeframe, in poor condition, with incorrect contents, or without meeting the requirements for withdrawal (same condition as delivered, unused, and with original packaging and tags), you will not be entitled to a refund.

We will contact you; if two months pass from the moment the item is made available for collection and it has not been collected or you refuse to receive it, we will consider the item abandoned and accept no responsibility for it.
We are also authorized to charge you the corresponding costs if it is possible to process the return of the parcel back to you.

Deadlines & General Conditions

• The product may be returned within 14 days of delivery.
• It must be unused, with original packaging and tags.
• Personalized products cannot be returned, except for manufacturing defects.

Orders Collected In-Store

• From My Account > Orders, mark the items you wish to return and confirm by clicking the return-confirmation button.
• Both the store and you will receive an email with a return authorization number.
• Deliver the product to the store where you collected it.
• The store will verify the product condition and the refund will be processed within 4–7 days, via the same payment method used for purchase, including initial shipping costs.

Orders Shipped to Home

• Returns—even for items delivered to your home—must be processed at an authorized Orbea Click & Collect store. (See the store list.)
• From My Account > Orders, mark the items to return and confirm by clicking the Return Confirmation button.
• The store and you will receive a return authorization number.
• Deliver the product to the most convenient store for you.
• Once the dealer confirms the product’s condition, we will refund the returned products, including initial shipping costs, within 4–7 days, using the same payment method.

Damaged or Incorrect Products

• Damaged in transit: Note the damage on the delivery slip, do not open the package, and contact Customer Service immediately: orbea.ca@orbea.com | 158-731-59665.
• Incorrect item: Contact Customer Service to arrange a replacement or return.

Product Exchanges

Orbea issues refunds only. If you need a different size, color, or model, please place a new order.

Personalized Products

• Returns are only accepted for manufacturing defects.
• For questions about returns of personalized bicycles, contact the store where you collected the product or Customer Service: orbea.ca@orbea.com | 158-731-59665.