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 tags.
Return period
- Time limit: You have 14 days from your request to send the package back to us.
- Bikes and oversized items: To return a complete bike or a Home Trainer, please contact our customer service team at 09 72 29 11 33.
4 steps to make a return
It couldn’t be easier! Follow this guide to get your request processed faster:
Start your return: Go to the “Withdrawal 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 find your order, select it and submit your return request by following the steps provided.
Our After-Sales 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) directly to your original payment method (credit card, PayPal, or Alma) within 5 to 7 business days of receipt.
Prepare the package: Carefully pack the item in its original packaging (do not tape the product box itself!). Include the instructions, user manuals, accessories, and your return number, clearly visible on the package. (See “Return and refund policy” above.)
Ship it: Choose your preferred carrier or use our streamlined Mondial Relay process (see details below). Return shipping costs are your responsibility.
Shipping options (Mondial Relay or carrier)
You have two options for sending your package to us:
Ship your package via La Poste or your preferred carrier to the following address:
PureBike
SAV - After-Sales Service
17 avenue de Blossac
79400 Saint-Maixent-l'École
Please write the return number we provided 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: Pickup point (do not select Locker)
- (Optional) Insurance: 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 point
- My delivery point - ZIP code: 79400
- My delivery point - City: Saint Maixent l'Ecole
- My delivery point: SAS PureBike, 17 avenue de Blossac, 79400 St Maixent l'Ecole
Please write the return number we provided on the package to help us process it.
Track your return
Once we’ve received and inspected your returned items, we’ll email you a confirmation.
Quick FAQ: Frequently asked questions about returns
For faster service, 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 puresav@purebike.fr immediately 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 wasn’t right, but your project is still on track! Whether you need technical advice to make sure you get the right standard or want to know how long it will take to receive your new item, our experts are here to help.