Refund policy

1. When You Can Return or Get a Refund

For bicycles, we accept returns and offer refunds only in the following cases:

  1. Damage in Transit (Beyond Repair) – The product arrives damaged to a level that cannot be fixed by replacing individual parts or components.
  2. Change of Mind – You request a return before delivery or return the unused product within 7 days of delivery (official OMOBikes website orders only)

For individual parts, components, accessories orders, returns or refunds are not accepted after delivery. The product will be replaced if there is any manufacturing defect. If the order is cancelled before delivery, standard cancellation charges will apply. 

For Individual Parts, Components, and Accessories Orders

Returns or refunds are not accepted after delivery.

A part will be replaced only if:

  • It is not as promised on the website, or
  • It has a manufacturing defect.
  • To process a replacement, customers must provide a continuous unboxing video showing the sealed package, complete unpacking, and the product in full view.
  • The part must be in unused and new condition.
  • If the above conditions are met, the part will be replaced.
  • In all other cases, returns, refunds, or replacements will not be accepted.
  • If the order is cancelled after shipping, standard cancellation charges will apply.

In exceptional cases where OMOBikes agrees to process a refund to cooperate with the customer, the following standard charges will be deducted:

  • Two-way shipping cost
  • Payment gateway fees
  • Refund processing charges
  • Refunds will be processed only after receiving the returned part and verifying no damage.

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2. When You Cannot Return

  • Orders with custom colours, custom prints, or personalisation cannot be returned.
  • Products showing any signs of use, wear, assembly, or installation will not be accepted for return
  • Product defect / damage caused due to incorrect installation
  • Cosmetic imperfections (minor scratches, paint marks, dents) that do not affect safety or functionality are not eligible for replacement or refund.
  • Products returned without all original accessories, manuals, chargers, tools, and freebies will not be accepted.
  • Orders placed with incorrect model, colour, or size due to customer selection error will be treated as “Change of Mind” returns, and all applicable charges will apply.
  • No returns or replacements are allowed for international orders.
  • For Individual Parts / Accessories — Parts that do not fit your bicycle are not eligible for return. OMOBikes’ responsibility is limited to supplying genuine, original, and brand-new products as described on the website. 

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3. Proof of Damage – Mandatory Requirement

To process a damage claim, you must provide clear proof:

  • Record an uninterrupted unboxing video from the moment you receive the sealed package until the bike is fully unpacked.
  • Show the shipping label, entire box, and all sides of the packaging before opening.
  • Capture close-up videos/photos of the damage.
  • The video must clearly show the damage before the bike is assembled or used.

Without this proof, we cannot approve damage-related refunds or replacements.

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4. Return Packaging Rules

  • Keep the original box and packaging until you are sure you will keep the bike.
  • All items (frame, wheels, accessories, components) must be returned in the same packaging they were delivered in.
  • Any damage caused by improper packing during return shipping will be charged to the customer.

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5. Refund Processing & Deductions

Refunds are processed only after the returned product reaches our facility and passes inspection. Once approved, refunds will be issued within 14 working days to your original payment method.

The following costs are non-refundable:

  1. Customisation Labour Costs - in case of custom bicycle order, customisation labour cost of ₹2000 will be non refundable under all circumstances, including order cancellation, return, or change of mind, as it covers labour, setup, and handling efforts already undertaken during the customisation process.
  2. Forward shipping charges
  3. Return shipping charges (we arrange pickup)
  4. Payment gateway fees
  5. Repair or cleaning costs (if applicable)
  6. Repackaging costs
  7. Miscellaneous handling charges (usually ~₹2000-3000 per bicycle, may be higher for remote areas, custom orders, remote delivery location etc]
  8. For orders that include a custom name print or custom frame colour, a repainting charge of ₹2,000 applies. This amount is non-refundable under all circumstances, including order cancellation or return requests.

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6. Cancellation Policy

For Bicycles  Orders

Before Dispatch — Payment 2% payment gateway fee. If the cancellation request is made after 24 hours of placing the order, an additional ₹1000 will be deducted towards order customisation and processing labour charges, apart from the payment gateway fee.

After Dispatch / Refused Delivery — Payment gateway fees, both-way shipping charges, and customisation/order processing labour charges will be deducted from the refund. This is usually around ₹3000 per bicycle, but may be higher for remote locations or custom builds.

For Parts & Accessories

Cancellations before dispatch will attract 2% payment gateway fees and 3% cancellation charges.

After dispatch, returns or cancellations are not accepted unless the product delivered is damaged, defective, or incorrect.

Our responsibility is limited to ensuring that all parts are brand new and as described on the website.

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7. Replacement Policy

Part Replacement

If a specific part is defective and the product is still under warranty:

  1. OMOBikes will send a replacement part.
  2. You may get it fitted locally — we will reimburse a pre-approved fitting fee after proof is provided.

Full Bicycle Replacement

  1. Only offered if the main frame is damaged to the extent that it is unsafe or unrideable.
  2. Cosmetic damages do not qualify for full replacement.

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8. Warranty Coverage

  1. Frame warranty: 5 years from the date of delivery.
  2. Warranty covers only manufacturing defects.
  3. Warranty does not cover tyres, tubes, brake pads, cables, cranks, pedals, chains, grips, or other wear-and-tear parts.
  4. Damage caused by misuse, accidents, neglect, or unauthorised modifications is not covered.

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9. Customer Responsibility After Delivery

  1. Once delivered in good condition, OMOBikes is no longer responsible for damage unless covered under warranty.
  2. Any post-delivery damage (e.g., due to accidents, improper storage, or incorrect assembly) will not be eligible for return or refund.

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10. How to Start a Return or Claim

Email care.omobikes@gmail.com or call 8047108792 within 24 hours of delivery for damage claims, or within 7 days for other eligible returns.
Provide:

  1. Your order number
  2. Proof of purchase
  3. Required photos/videos as per our damage proof policy

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11. Legal & Dispute Terms

  1. OMOBikes reserves the right to update this policy without prior notice.
  2. By placing an order on our website, you agree to this policy.
  3. All disputes will fall under the jurisdiction of Karnal, Haryana courts.

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12. Bicycle Customisation of Amazon & Flipkart Orders

Customers who purchase bicycles from Amazon, Flipkart, or any platform other than www.omobikes.com and then place a customisation order through OMOBikes’ website (for parts, upgrades, paint, or any modification) are requested to read this carefully:

Customisation orders are processed independently of the original purchase platform. OMOBikes has no control over the delivery, cancellation, or return policies of Amazon, Flipkart, or any third-party seller.

Once the customisation order (parts or services) has been shipped, it is strictly non-returnable and non-refundable, even if the customer later returns or cancels the original bicycle order through Amazon/Flipkart.

If the customer’s bicycle order is returned or cancelled by Amazon/Flipkart for any reason (including damage, change of mind, or delayed delivery), OMOBikes will not be liable to refund the amount for customsation order.

By placing a customisation order for a bicycle not purchased directly from OMOBikes, the customer agrees that they are doing so at their own risk, and understands that: OMOBikes cannot coordinate or influence Amazon/Flipkart’s return or refund process and customisation order is NON REFUNDABLE.

The responsibility for ensuring successful delivery and retention of the base bicycle lies solely with the customer.

Cancellations:

Customisation orders can be cancelled only before dispatch from OMOBikes’ facility.

Cancellation charges will apply as per Section 6.

Once a customisation order has been shipped or work has commenced, no refund or compensation will be issued under any circumstance related to the customer’s third-party bicycle order.

13. Customisation of Other Brand Cycles

For all orders placed on www.omobikes.com for the customisation of bicycles from brands other than OMOBikes, a non-refundable booking amount of ₹2,000 is payable at the time of order.

This amount covers preliminary inspection, handling, and scheduling costs, and will not be refunded under any circumstances — including order cancellation, delay in delivery of the customer’s bicycle, or change of mind.

The remaining charges (if applicable) will be invoiced once the final customisation scope is confirmed. Work will commence only after full payment has been received.

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