Refund policy
This policy applies only to customers that purchase directly through Otso Cycles. If purchased through one of our dealers, please refer to their return and exchange policies.
Before purchasing a bike from us, check our dealer list to see if we have a stocking dealer in your area, otherwise, we encourage you to reach out to us via email, sales@otsocycles.com, or phone, 855-965-3284, to answer any questions and to help you find the right bike and build for you. This return & exchange policy is subject to change at any time.
COMPLETE BIKES
Exchange: We understand that it can be hard to determine how a bike will fit without the ability to test-ride it first, so we offer a 30-day fit guarantee that allows one exchange of your like-new Otso bike for another size or model for free within 30 days of purchase. Return shipping is on us for this one exchange for customers in the contiguous United States, and we can offer subsidized shipping for customers outside of the contiguous United States. If the original bike shows noticeable wear or damage, the exchange may be subject to a restocking fee or refusal.
Return: If you have a change of heart and want to return your like-new bike for a refund, we accept returns within 30 days of purchase. The customer pays return shipping, and all bike returns are subject to a restocking fee that starts at $100 for bikes returned in like-new condition, and up to 25% of the order value for returned bikes that show visible wear or damage from riding, repackaging, return shipping, or any other reason. We also reserve the right to refuse a return in very extreme circumstances.
If a restocking fee or refusal is assessed, customers will have the option of repossessing their returned or exchanged bike at the cost of shipping.
FRAMESETS
We accept returns and exchanges of framesets that are new and unused within 30 days of purchase. The customer pays return shipping, and if the frames show wear or damage from component installation, riding, repackaging, return shipping, or any other reason, the return or exchange may be subject to a restocking fee or refusal.
If a restocking fee or refusal is assessed, customers will have the option of repossessing their returned or exchanged frameset at the cost of shipping.
APPAREL, PARTS, ACCESSORIES
We accept returns and exchanges on unused apparel, parts, and accessories within 30 days of purchase. Customer pays return shipping.
HOW TO INITIATE A RETURN OR EXCHANGE
Reach out to our customer service team at sales@otsocycles.com to initiate a return or exchange.
Return Address:
Otso Cycles
Attn: Returns
3100 W Park Dr.
Burnsville, MN, 55306
Before purchasing a bike from us, check our dealer list to see if we have a stocking dealer in your area, otherwise, we encourage you to reach out to us via email, sales@otsocycles.com, or phone, 855-965-3284, to answer any questions and to help you find the right bike and build for you. This return & exchange policy is subject to change at any time.
COMPLETE BIKES
Exchange: We understand that it can be hard to determine how a bike will fit without the ability to test-ride it first, so we offer a 30-day fit guarantee that allows one exchange of your like-new Otso bike for another size or model for free within 30 days of purchase. Return shipping is on us for this one exchange for customers in the contiguous United States, and we can offer subsidized shipping for customers outside of the contiguous United States. If the original bike shows noticeable wear or damage, the exchange may be subject to a restocking fee or refusal.
Return: If you have a change of heart and want to return your like-new bike for a refund, we accept returns within 30 days of purchase. The customer pays return shipping, and all bike returns are subject to a restocking fee that starts at $100 for bikes returned in like-new condition, and up to 25% of the order value for returned bikes that show visible wear or damage from riding, repackaging, return shipping, or any other reason. We also reserve the right to refuse a return in very extreme circumstances.
If a restocking fee or refusal is assessed, customers will have the option of repossessing their returned or exchanged bike at the cost of shipping.
FRAMESETS
We accept returns and exchanges of framesets that are new and unused within 30 days of purchase. The customer pays return shipping, and if the frames show wear or damage from component installation, riding, repackaging, return shipping, or any other reason, the return or exchange may be subject to a restocking fee or refusal.
If a restocking fee or refusal is assessed, customers will have the option of repossessing their returned or exchanged frameset at the cost of shipping.
APPAREL, PARTS, ACCESSORIES
We accept returns and exchanges on unused apparel, parts, and accessories within 30 days of purchase. Customer pays return shipping.
HOW TO INITIATE A RETURN OR EXCHANGE
Reach out to our customer service team at sales@otsocycles.com to initiate a return or exchange.
Return Address:
Otso Cycles
Attn: Returns
3100 W Park Dr.
Burnsville, MN, 55306