Refund policy

 

If you follow the steps laid out here then processing your Return/Exchange, Warranty submission, or Comfort/Fit guarantee exchange should be a breeze! See below for advice on how to utilize our procedures and to get the best support we can give you. 

Return/Exchange:

Product is eligible for return/exchange within 15 days of original purchase.* 

Items that are shipped to you are eligible for return within 15 days of you receiving your item. items must be in new condition and with all appropriate packaging to be eligible for return. Exchanges may be facilitated without all original packaging but items must be in new condition and be unused. Items/Orders that are not eligible for Refund but are eligible for exchange will be exchanged for items equal or lesser value. During an approved exchange you may exchange for more than the total value of your order and we will invoice you for the outstanding balance before it ships. You may not have a partial exchange and refund the rest of your order unless your order is approved for a full refund. Parts that have been installed (such as a tire fitted to a rim to check frame clearance, a bar mounted into a stem to examine fit, or a pair of shoes that have had cleats installed,) are not eligible for return or exchange as they are no longer in new condition. There are no exceptions.

*The following items are not eligible for return or exchange:

- Complete Bicycles
- Frames and Framesets
- Sale items (including New Old Stock, items found in the ‘Sale,’ section of our website or any other discounted item.)
- Apparel/Worn Accessories including, but not limited to - jackets, gloves, caps, shoe covers, arm/leg warmers and socks.
- Chamois Cream
- Lubricants
- Helmets
- Leather Saddles and Grips

If you feel you've met the criteria for a return please email our webstore team at outpost@kissingcrowscyclery.com and we will work with you to process your return. If you would prefer to come in-store to process your return/exchange please feel free! It must be noted though, that your return/exchange must be processed by a member of our Webstore Team. If a member of the Webstore Team is not present or able to assist you you will have to leave the item there and the team will follow up with you as soon as possible.


Warranty:

Although we do our best to offer the highest quality components, accessories, and bicycles, sometimes issues can arise. Manufacturing defects are uncommon but they do happen. Defective product can pass quality control once in a while but again, it’s not very common. When you choose to purchase through Kissing Crows Outpost (or Kissing Crows Cyclery,) part of our commitment to you as a seller is that we will help you sort out any potential warranty issues and to come to bat for you whenever we can. If something is not acceptable as a warranty claim there may be other ways we can support you. Always feel free to reach out to our team! 

The following situations are not covered by manufacturers warranty:

Regular wear and tear
Fit or comfort issues
Compatibility issues
Crash damages
Using product outside of intended use as specified by the manufacturer

If you feel you've met the criteria for a warranty claim please email our webstore team at outpost@kissingcrowscyclery.com and we will work with you to process your warranty claim. If you would prefer to come in-store to process your return/exchange please feel free! It must be noted though, that your warranty claim must be processed by a member of our Management Team. If a member of the Management Team is not present or able to assist you you will have to leave the item there and the team will follow up with you as soon as possible.

Comfort/Fit Guarantees:

Some products come equipped with a comfort or fit guarantee provided by the manufacturer. A comfort guarantee works as a sort of exchange where you can receive the same item in a different size, or an item of the same type with a different fit, after determining that the item you purchased does not fit properly. Some examples of products that we stock at Kissing Crows Outpost and Kissing Crows Cyclery with such guarantees include: 

Shimano and Pearl Izumi footwear 
Pro saddles
Lazer helmets

A comfort guarantee is designed and implemented for two reasons. First, to provide an element of security to your purchase in an environment where it can be challenging to get the in-person, professional support you would expect from a quality retailer. Second, to account for the difference between trying out something in-store (or at home in the case of on online order,) and actually being out there riding with that product. Things such as foot swell can make a big difference between trying on a shoe in-store versus how the fit feels on a 120km ride. It can also be hard to determine which saddle will work for you 40km into a ride without actually having done that ride. We acknowledge this and this is why we work with our partners at Pro, Pearl Izumi, Shimano, and Lazer to fulfill these comfort and fit guarantees. Please keep in mind that comfort guarantees are not returns. You will not receive store credit or money. A comfort guarantee is designed to accommodate a purchase made in good faith, with every intention of keeping and using the product at the time of purchase. A comfort/fit guarantee will only be acted upon if, after use, do you determine the fit is not right and you would like to have it exchanged for a different size or different fitting product in the same general category.

Please follow these directions when submitting for a Comfort/Fit Guarantee exchange:

If you feel you've met the criteria for a comfort/fit guarantee exchange please email our webstore team at outpost@kissingcrowscyclery.com and we will work with you to process your exchange. If you would prefer to come in-store to facilitate your Comfort Fit Guarantee please feel free! It must be noted though, that your Comfort/Fit Guarantee must be processed by a member of our Webstore Team. If a member of the Webstore Team is not present or able to assist you you will have to leave the item there and the team will follow up with you as soon as possible.

Additional Questions and Support

If this long winded document has not answered your question(s) about returns/exchanges or you have something else we can help you with, please contact us at kissingcrows@gmail.com with further questions. We’ll be happy to help!

*Don’t forget that your question may also already be answered in our FAQ!