Is the product you received not right for you? Did you order the wrong size?
At PureBike, mistakes happen. We’ve simplified our returns process so you can send items back in just a few clicks.
Our Return and Refund Policy
To be accepted, products must meet the following criteria:
Product and Packaging Condition
- Like-new condition: The item must be uninstalled and show no signs of use (tool marks, grease on the sprockets, marks on the saddle rails).
- Complete packaging: The product must be in its original box with all labels.
Return Period
- Time limit: You have 14 days to return the package after submitting your request.
- Bikes and oversized items: To return a complete bike or an indoor trainer, please contact our customer service team at 09 72 29 11 33.
4 Steps to Return an Item
It couldn’t be easier! Follow this guide to get your return processed faster:
Start your return: Go to the “Return Request” page. If you’re not signed in to your customer account, sign in or have your order number ready to look it up as a guest. Once you’ve found your order, select it and submit your return request by following the steps provided.
Our Customer Service team will then contact you to help you with the next steps.
Refund: Your order will be refunded (in full or in part, depending on the products returned) as a direct credit to your original payment method (credit card, PayPal, or Alma) within 5 to 7 business days after we receive your return.
Pack your item: Carefully pack the item in its original packaging (do not tape directly onto the product box!). Include the instructions, user manuals, accessories, and your return number, clearly visible on the outside of the box. (See “Return and Refund Policy” above.)
Ship it: Choose a carrier or use our simplified Mondial Relay process (see details below). Return shipping costs are your responsibility.
Shipping Options (Mondial Relay or Carrier)
You have two options for sending us your package:
Ship your package via La Poste or the carrier of your choice to the following address:
PureBike
SAV - After-Sales Service
17 avenue de Blossac
79400 Saint-Maixent-l'École
Please write the return number provided to you on the package to help us process it.
This is the easiest option for our customers. Go to the Mondial Relay website and enter the following information:
- My package - Destination country: France
- My package - Weight: Enter the package weight
- My delivery method: Relay Point (do not choose Locker)
- (Optional) Compensation: Choose whether to insure your package based on its value (if you want to use this option)
My recipient: choose to enter the recipient’s details
- My recipient - Last name: PureBike
- My recipient - First name: SAV
- My recipient - Email: puresav@purebike.fr
- My recipient - Phone: 0972291133
- My recipient - Address: 17 avenue de Blossac
- My recipient - ZIP Code: 79400
- My recipient - City: Saint-Maixent-l'École
For the delivery location
- My delivery location - ZIP Code: 79400
- My delivery location - City: Saint Maixent l'Ecole
- My delivery location: SAS PureBike, 17 avenue de Blossac, 79400 St Maixent l'Ecole
Please write the return number provided to you on the package to help us process it.
Track Your Return
Once we’ve received and inspected the returned items, we’ll email you a confirmation.
Quick FAQ: Frequently Asked Questions About Returns
To make things faster, we issue refunds. We recommend placing a new order for the item you want so you can receive it as soon as possible.
Do not submit a standard return request. Contact pureinfo@purebike.fr right away and include photos.
It will be sent to you by email as soon as you submit your request in your customer account.
Need help with your next order?
The product isn’t right for you, but your project is still on track! Whether you need technical advice to make sure you choose the right standard or want to know when your new item will arrive, our experts are here to help.