Return and Exchange Policy
At Cycleworks.lk (Embilipitiya Cycle Works), customer satisfaction is our priority. This Return & Exchange Policy outlines the conditions under which products purchased from cycleworks.lk may be returned or exchanged.
Returns and exchanges are accepted within 7 days from the date of delivery for the following reasons only:
- Defective Products: Manufacturing defects that prevent normal use (e.g., bicycle brakes not functioning, rechargeable jeep won’t charge due to factory defect)
- Damaged Products: Items damaged during shipping (damage must be reported within 24 hours of delivery)
- Incorrect Products: Wrong item, size, color, or model delivered
- Missing Items: Incomplete order or missing accessories
Important: Returns for change of mind, buyer’s remorse, or incorrect size selection are not accepted.
PRODUCT CATEGORIES & CONDITIONS
Bicycles and Bicycle Accessories
- Must be unused, unassembled (if delivered unassembled), and in original packaging
- All original tags, manuals, warranty cards, and accessories must be included
- Test rides or assembly voids return eligibility (exchanges for defects only)
- A restocking fee of 10% may apply if bicycle shows signs of use or minor damage
- Must be in original, unopened packaging with all manufacturer seals intact
- Once assembled or used, returns not accepted (exchanges for manufacturing defects only)
- Batteries must not have been charged or installed
Sport Items (Cricket, Carom, Volleyball, Badminton, Gym Equipment)
- Must be unused, unworn, and in original packaging
- Protective seals and tags must remain intact
- No returns on opened or used sports equipment (hygiene and safety reasons)
The following items cannot be returned or exchanged under any circumstances:
- Products purchased during clearance or final sale promotions
- Custom-ordered or personalized items
- Products with removed serial numbers or tampered warranty seals
- Items damaged due to misuse, negligence, or improper storage
- Helmets, protective gear, or hygiene-related products once opened
To initiate a return or exchange, follow these steps:
- Contact Us Within 7 Days: Email info@cycleworks.lk or WhatsApp +94 77 123 4567 with:
- Order number
- Reason for return (Damaged/Defective/Incorrect/Missing)
- 2-3 clear photos of the product and packaging
- Await Approval: Our team will review your request within 24 working hours and provide return instructions via email or WhatsApp.
- Pack Securely: Place the product in original packaging with all accessories, manuals, tags, and a copy of the invoice. Do not write on or tape directly to retail packaging.
- Return the Product:
- For In-Store Pickup Orders: Return to Embilipitiya Cycle Works showroom (free return)
- For Courier Deliveries: Ship to the address provided in approval email (customer bears return shipping costs unless product is defective/incorrect)
- Inspection & Processing: Returns are inspected within 3-5 working days of receipt. Approved returns processed for exchange or refund within 7-14 working days.
Exchanges are available for defective or incorrect products subject to stock availability:
- Same Product Exchange: If the same model/size/color is available, we will exchange one-to-one at no cost
- Alternative Product: If original item is out of stock, you may select an alternative of equal or greater value (price difference applies for higher-priced items)
- Size/Color Changes: Available only if product is unused and in original packaging (subject to 7-day return window)
Exchange requests must be submitted within 7 days of delivery. Shipping costs for exchanges are borne by the customer unless the error was on our part[web:36].
Refunds are issued only when:
- The product is defective or damaged, and a replacement is not available
- An incorrect product was delivered, and the correct item is out of stock
- The order was cancelled before shipment
| Payment Method | Refund Timeframe |
| Cash on Delivery | 3-5 working days (bank transfer) |
| Credit/Debit Card (PayHere) | 7-14 working days |
| KOKO | 10-15 working days |
| Bank Transfer | Not refundable (exchange only) |
Table 1: Refund processing times by payment method
Note: Original delivery charges are non-refundable unless we shipped an incorrect or defective product. Payment gateway processing fees (e.g., KOKO 10% surcharge) are non-refundable.
WARRANTY & MANUFACTURER DEFECTS
Products with manufacturer warranties (bicycles, rechargeable vehicles, gym equipment) are covered under the respective brand’s warranty terms:
- Manufacturing defects reported within 7 days are handled via return/exchange
- Defects reported after 7 days are referred to the manufacturer’s warranty service
- Warranty claims require original invoice, warranty card, and product serial number
- Contact us at info@cycleworks.lk for warranty claim assistance
DAMAGED OR MISSING ITEMS ON DELIVERY
Inspect your order immediately upon delivery:
- Damaged Packaging: If the outer box is visibly damaged, note this with the courier and contact us within 24 hours with photos
- Missing Items: Report missing products or accessories within 24 hours via email or WhatsApp-we will arrange delivery of missing items at no cost
- Defective on Arrival: If a product is defective when unboxed, report within 24 hours for priority replacement
Failure to report damage or defects within 24 hours may affect your eligibility for free return shipping.
- Before Shipment: Orders can be cancelled at no cost. Contact us immediately at info@cycleworks.lk or +94 77 123 4567
- After Shipment: Cancellations are not accepted once the order is dispatched. You may refuse delivery and follow the return process
- Refunds for Cancellations: Processed within 3-7 working days to the original payment method (payment processing fees are non-refundable for KOKO/card payments)
| Scenario | Shipping Cost |
| Defective/Damaged/Incorrect product | Free (borne by Cycleworks.lk) |
| Change of mind (if accepted) | Customer pays return shipping |
| Exchange for size/color | Customer pays return shipping |
| In-store pickup returns | Free (return to showroom) |
Table 2: Return shipping cost responsibility
To ensure smooth return/exchange processing:
- Keep all original packaging, tags, manuals, and accessories until you are satisfied with your purchase
- Inspect products immediately upon delivery and report issues within 24 hours
- Provide clear photos and accurate descriptions when submitting return requests
- Ship returns using a traceable courier method (recommended) and retain tracking information
- Do not use, assemble, or alter products if you intend to return them
We reserve the right to modify this Return & Exchange Policy at any time. Changes will be posted on this page with an updated “Last Updated” date. Material changes will be communicated via email to registered customers.
In exceptional circumstances, management may approve returns or exchanges outside the stated policy at its sole discretion. Such decisions are made on a case-by-case basis and do not set precedent for future claims.
For return/exchange requests, questions, or assistance:
Cycleworks.lk
Embilipitiya Cycle Works
Embilipitiya, Sri Lanka
Phone: +94 77 123 4567
WhatsApp: +94 77 123 4567 (Click to chat)
Email: info@cycleworks.lk
Website: www.cycleworks.lk
Business Hours:
Monday – Saturday: 8:00 AM – 6:00 PM
Sunday: Closed
We are committed to resolving all return and exchange requests promptly and professionally. Your satisfaction is our priority
Disclaimer: This policy was generated using an online tool and does not constitute formal legal advice.