Did the product you received not work for you? Did you order the wrong size?
At PureBike, it's okay to make a mistake. We've simplified our returns process so you can send items back in just a few clicks.
Our return and refund policy
To qualify for a return, products must meet the following criteria:
Product and packaging condition
- Like new: The item must be uninstalled and show no signs of use (installation marks, grease on the cogs, marks on the saddle rails).
- Complete packaging: The product must be in its original box with all tags attached.
Return period
- Timeframe: You have 15 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's easy! Follow this guide to get your return processed faster:
Start your return: Go to the "My Orders" section of your customer account. Select the order and submit your return request.
Choose an option:
- Exchange for store credit: Once we receive your package, we'll send you a promo code for the amount of the items so you can order the new size or the right product.
- Refund: A refund to your original payment method (credit card, PayPal, or Alma) within 5 to 7 business days of receipt.
- Free in-store return: Drop off your items at our store in Saint-Maixent-l'École.
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 package.
Ship it: Choose your preferred 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 with La Poste or the carrier of your choice to the following address:
PureBike
SAV - Customer Service
17 avenue de Blossac
79400 Saint-Maixent-l'École
This is the easiest option for our customers. Visit 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 choose Locker)
- (Optional) Insurance: Choose the coverage based on the value you want to insure your package for (if you want to use this option)
My recipient: select the option to enter recipient 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 pickup location
- My pickup location - ZIP code: 79400
- My pickup location - City: Saint Maixent l'Ecole
- My pickup location: SAS PureBike, 17 avenue de Blossac, 79400 St Maixent l'Ecole
Return tracking
Once we receive and inspect the returned items, we'll email you a confirmation.
- For a refund, it will be issued to your original payment method within 5 to 7 business days.
- For store credit (for example, if you'd like to exchange an item or shop with us again), you'll receive a promo code for the value of the returned item(s), valid for one year from the date you receive the confirmation email.
Quick FAQ: Frequently asked questions about returns
For faster service, we issue store credit or a refund. We recommend placing a new order for the item you want so you can receive it as soon as possible.
Don't submit a standard return request. Contact puresav@purebike.fr immediately and include photos. We'll cover the return shipping costs if the defect is confirmed.
It's sent to you by email as soon as you submit your request in your customer account.
Need help with your next order?
The product didn't work out, but your project is still on track! Whether you need technical advice to make sure you get the right standard or want to know when your new item will arrive, our experts are here to help.