Last Updated: [Insert Date]

At Cheap Rugged MTB Store, we stand behind our gear like we stand behind our rides – with full commitment. If your purchase didn’t meet your trail expectations, we’ll make it right with our no-nonsense return policy.

1. The Rugged Return Promise

We accept returns and exchanges within 15 days of receiving your order. Your item must be:

  • In original packaging (like it came fresh from our warehouse)
  • Unused and in resalable condition (no trail rash allowed)
  • Accompanied by proof of purchase (your order confirmation email works fine)

Note: For safety reasons, we cannot accept returns on the following items:

  • Bike Tubes (once installed, they’re considered used)
  • Bike Tires that show any signs of trail use
  • Any products with removed tags or damaged packaging

2. How to Initiate a Return or Exchange

Follow these steps smoother than a well-greased chain:

  1. Contact our Trail Guides at [email protected] within 15 days of receiving your order
  2. Include the following info in your email (or use our template below)
  3. Wait for our response – we’ll email you return instructions within 24-48 hours
  4. Ship your return to our Philadelphia HQ (you’ll cover return shipping unless the return is due to our error)

Return Request Email Template:

Subject: Return Request for Order #[Your Order Number]

Hello Cheap Rugged MTB Team,

I’d like to request a [return/exchange] for my order #[Your Order Number].

Item(s) to return: [Product Name(s)]

Reason for return: [Brief explanation]

Preferred resolution: [Refund/Exchange for (specific product)]

Please let me know the next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Order Number]

3. Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after we receive your item
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline: Allow 5-10 business days for the refund to appear in your account (depending on your financial institution)

For exchanges, we’ll ship your new item as soon as we process the return, using your preferred shipping method.

4. Return Shipping

You’re responsible for return shipping costs unless the return is due to our error. We recommend:

  • Using a trackable shipping service (we can’t be responsible for lost packages)
  • Insuring valuable items (some of our gear is worth more than your first bike!)
  • Packing items securely (imagine it’s going down a black diamond trail)

5. Damaged or Defective Items

If your gear arrived damaged or defective (which we work hard to prevent):

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll cover return shipping and send a replacement faster than you can say “enduro”

Need Help?

Our Philadelphia-based MTB enthusiasts are ready to assist:

Email: [email protected]
Address: 3469 Hiddenview Drive, Philadelphia, PA 19115, US

Now get back to the trails – we’ll handle the returns so you can focus on the ride!

Ride Rugged,
The Cheap Rugged MTB Team