BIKE SALES POLICY
We at Castle Hill Cycles would like your bicycle purchase experience to be efficient and convenient. We want you to be sized appropriately, and you may speak with us at any time about your riding goals, style and fitting during the process of bike selection. During the consultation, we will discuss available options. To place a Special Order, we require a 25% non-refundable deposit for the bike. Once a bike arrives to us, we give it a thorough inspection to make sure that there is no shipping damage and that all essential parts are included. We fully assemble and tune every bicycle as if it were our own to make it customer-ready. This includes: truing wheels, adjusting hubs, adjusting brakes, adjusting derailleurs, lubing cables, greasing bolts, checking torque on all fasteners, installing accessories, etc. Once all of this process is complete, the balance is due when the bike is ready to leave the shop.
Sales tax on mechanic services and goods picked up in-store is 8.25%. Parts and accessories purchased as part of a bike fit session are NOT exempt from this tax.
Unfortunately, we don’t have the biggest shop in the world, so we can’t keep everything in stock. We happily accept special orders for those items that we do not keep in stock regularly. We have access to a majority of the top industry catalogs. If you don’t see it in the store, we can do our best to order it. Note: Most bicycles and frames we sell are sold as a special order. To place a special order for you and get the item on the way, we require a 25% non-refundable deposit. Once the item is ready for pick-up, the remaining balance is due.
EXCHANGES, RETURNS and REFUNDS
Mis-shipped Items: If the item was mis-shipped due to a mistake on our part, we will ship you the correct item and we will pay for return shipping of the mis-shipped item.
Exchanges: If you would like to exchange an item for something else, and the item is still in the condition it was received including the original packaging, let us know. You can exchange items within 30 days of the purchase date, and we will discuss the available options with you.
Returns: If you would like to return an unused item, you may do so within 30 days of the purchase date. A full refund for the item’s purchase price will be issued in the original form of payment once the item is received and processed. Products must be in the same condition you received them in with the original box and/or packaging. The customer is responsible for return shipping. Items that have been opened or installed are subject to a restocking fee of 15%, upon inspection.
Items on sale or discounted items are not eligible for return or refund – Store Credit only.
Bicycles: Custom-built bicycles are subject to 25% restocking fee. Manufacturer-assembled bicycles are subject to a 15% restocking fee.
Return Shipping method: For return shipments, we strongly recommend using a shipping method that provides insurance and a tracking number, such as USPS Priority Mail, FedEx or UPS. Lost or mis-labeled return shipments are the responsibility of the customer until received by Castle Hill Cycles. Damage to a return shipment is the responsibility of the shipper.
When your returned item is received, we will examine it and process your return or exchange. Once it is confirmed that the returned item meets our requirements, we'll issue the appropriate credit for the item. Refunds for cash or check purchases will be issued in the form of a check. Refunds for credit card purchases can only be credited to the same bank card used to make the original purchase.
We take pride in packaging and shipping items professionally to ensure their safe journey to you and many cycling miles ahead. Unfortunately, the automatic sorting equipment used at today’s shipping companies is not too motivated on moving thousands of packages safely, but quickly. To combat this, we insure all packages against any damage incurred during shipping. Please inspect all items carefully once you receive them. Any shipping-related damages must be noted immediately as we would need to create a claim with our shipping company and confirm your options for replacement. Please hold on to the packaging materials to help in ensuring that a shipping-damage claim is honored.
Castle Hill Cycles sells only the highest quality components and accessories. Unfortunately product warranty does occur, and we will do our best to facilitate any warranty claims. Please note that warranty consideration falls on the manufacturer of the product being returned, and CHC is not responsible for their determinations about the item. Also, consult the manufacturer’s warranty policy for clarification on their guidelines. The shipping charges incurred in returning a warranty item to CHC are the responsibility of the sender. Once the item arrives to CHC, it will be forwarded to the manufacturer’s warranty center for inspection. It usually takes about 5-10 days for a company to analyze an item and make a determination. If the manufacturer determines that the item is covered under warranty, then usually a repair or replacement is performed with a minimal, if not zero, charge. If it is not covered, then repair or replacement (and associated shipping) cost must be paid by the customer. Let us know if you have any questions or need assistance.
Castle Hill Cycles
1112 N Lamar Blvd, Ste B
Austin, TX 78703
512-478-4567 bike shop