At Cascos MTB Tienda, we stand behind the quality of our premium cycling gear. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process to ensure you get exactly what you need for your riding adventures.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in original, unused condition with all tags and packaging intact
  • Return request must be made within 15 days of delivery
  • Original proof of purchase must be provided

Important Note on Safety Gear

For safety reasons, helmets (Cascos carretera, Cascos descenso, Cascos mtb, Cascos urbanos) that show signs of wear or have been used cannot be returned. All helmet returns must be in pristine, resellable condition with original packaging.

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Cascos MTB Tienda Team, I would like to request a [return/exchange] for my recent purchase (Order #______). Product Name: ______ Reason for return/exchange: ______ Preferred resolution: [Refund/Exchange for (specify product)] I confirm the item is in original, unused condition with all packaging intact. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Authorization

Within 1-2 business days, we’ll email you:

  • Return authorization number
  • Shipping instructions
  • Return address (4047 Retreat Avenue, WASHINGTON, US 95986)

Step 3: Ship Your Return

Package the item securely with all original packaging and include:

  • Return authorization number (clearly visible)
  • Copy of your invoice or order confirmation

We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.

Step 4: Processing Your Request

Once received and inspected (typically within 3-5 business days):

  • Exchanges: We’ll ship your replacement item immediately
  • Returns: We’ll initiate your refund to the original payment method

Refund Information

Refunds will be processed within 5-7 business days after we receive and approve your return. The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).

Please note:

  • Original shipping fees are non-refundable
  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • International customers may be subject to customs fees which are non-refundable

Exchange Shipping

For exchanges:

  • Standard shipping rates apply for the replacement item
  • Free shipping applies if the new order meets the $50 minimum
  • We’ll ship your exchange as soon as we process your return

Damaged or Defective Items

If you receive a damaged or defective product:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a prepaid return label if needed
  3. Receive a replacement or full refund at no additional cost

Our Commitment to Quality

As specialists in premium cycling helmets and accessories, we thoroughly inspect all returned items. If you have any concerns about your gear’s performance, our team of cycling enthusiasts is happy to provide technical advice to ensure you have the right equipment for your riding style.

For any questions about our returns policy, contact us at [email protected]. We’re here to help you ride with confidence!