Returns & Exchanges

RETURNS

Criteria for return requests

  • Requests for returns must be logged within 7 days of the delivery date.
  • Cycle Lab will, from 15 December, accept requests for returns until 11 January.
  • Item/s must be in a re-sellable condition.
  • Item/s must be in their original packaging, with labels attached, undamaged.

Return instructions

  1. Direct returns to our warehouse is prohibited.
  2. Request a return by emailing your order number, the details of the item/s in question, along with an explanation of why you would like to do so, to info@cyclelab.co.za
  3. Our couriers will contact you to arrange a suitable time and day to make collection. Please note: Generally a collection takes up to 5 working days.
  4. Once the returned item is back in stock, we will send you a coupon to the same value of the item purchased to use on our site.

The following items are not returnable

  • Underwear.
  • Swimming costumes.
  • Sporting equipment/apparel that has been used since taking delivery.

We know you're busy, but please note the following:

  • Return requests will be approved at the discretion of Cycle Lab.
  • Products will not be eligible for return if they have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property. This includes products & packaging that have been worn or damaged.
  • We do not accept returns after 7 working days but we will look at each return request and approve at our discretion.
  • Shipping and handling charges are not refundable, unless an order has arrived damaged, faulty, incorrect or missing. The Cycle Lab customer service team will use their discretion to evaluate whether a refund for shipping and handling may be waivered.
  • Except in the case of a defect, we will not accept returns of shoes that have been worn. Please note that Cycle Lab is not responsible for returning the shoes to you in this case. This will be determined by Cycle Lab staff.
  • A separate box must be used to ship shoes/trainers back with the original box inside. The original box cannot be used as packaging for shipping.
  • Any returns without the original shoe box or with a damaged shoe box will be returned back to sender and not be refunded.
  • Once a request for a return has been logged and approved by Cycle Lab, you will be sent an email to confirm that our courier partner will arrange a collection date and time with you.
  • Please ensure that the item/s are in the packaging that you received them in, and that you include the original order invoice.
  • Collection and return to our warehouse can take up to 4 working days for Main centres, and 8 working days for outlying/regional areas from the date of logging a return.

REFUNDS

  • All returns will be refunded by way of a coupon to the value of the item only (code sent via e-mail and used to purchase deals on the website).
  • In the case of incorrect/damaged/faulty goods – your return will be refunded by way of coupon to the value of the item & delivery fee given this was the only item purchased. Please notify us of such products within 3 days of receipt of your order.
  • Please email info@cyclelab.co.za with a clear photo of the damage, the incorrect product received, along with the barcode, or the description of how the product is faulty. Please ensure to keep all original packaging. We will ensure the correct/new product is delivered to you (subject to stock availability) or you will receive a full refund by way of coupon or cash (refund back into the card used to make the purchase)
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