Refund policy
1. When You Can Return or Get a Refund
For bicycles, we accept returns and offer refunds only in the following cases:
- Damage in Transit (Beyond Repair) – The product arrives damaged to a level that cannot be fixed by replacing individual parts or components.
- 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 / refund / return (whatever applicable), 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. Our responsibility is to supply genuine, brand-new products substantially as described on the website. Any eligible manufacturing defects or incorrect supply will be handled in accordance with this policy.
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3. Proof of Damage, Manufacturing Defects or Missing Items – Mandatory Requirement
To process any kind of claim, you must provide clear proof:
- Record an uninterrupted unboxing video from the moment you receive the sealed package until the product (bicycle, part, or accessory) is fully unpacked.
- Show the shipping label, entire box, and all sides of the packaging before opening.
- Capture clear close-up videos/photos of any damage, defect, or missing item.
- For bicycles, the video must clearly show the damage, defect, or missing item before the bicycle is assembled or used.
- For parts and accessories, the video must clearly show the issue immediately after unboxing and before installation or use.
Without this proof, we may not be able to approve claims related to damage, manufacturing defects, or missing items.
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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:
- 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.
- Forward shipping charges
- Return shipping charges (we arrange pickup)
- Payment gateway fees
- Repair or cleaning costs (if applicable)
- Repackaging costs
- Miscellaneous handling charges (usually ~₹2000-3000 per bicycle, may be higher for remote areas, custom orders, remote delivery location etc]
- 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
Note: All percentage-based charges mentioned in this policy are calculated on the total order value.
For Bicycles Orders
Before Dispatch — Payment 3% 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 3% payment gateway fees and 3% handling charges, if cancelled within 24 hours.
If cancelled after 24 hours (but before dispatch), before dispatch - then will 3% payment gateway fees + 3% handling charges + 5% order processing charges will be applied.
After dispatch, returns or cancellations are not accepted. Cosmetic damages or minor changes in the specs that dont affect the functionality are not accepted as reason for return.
In case of refusal of delivery - 3% payment gateway fees + 3% handling charges + 5% order processing charges + 2 way shipping will be applied.
Our responsibility is to supply genuine, brand-new products substantially as described on the website. Any eligible manufacturing defects or incorrect supply will be handled in accordance with this policy.
For COD Orders
For Cash on Delivery (COD) orders, any advance payment collected (including shipping, booking, handling, or processing charges) is strictly non-refundable once the order is confirmed, irrespective of cancellation, refusal of delivery, return request, or any other circumstance.
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7. Replacement Policy
Part Replacement
If a specific part is defective and the product is still under warranty:
- OMOBikes will send a replacement part.
- You may get it fitted locally — we will reimburse a pre-approved fitting fee after proof is provided.
Full Bicycle Replacement
- Only offered if the main frame is damaged to the extent that it is unsafe or unrideable.
- Cosmetic damages do not qualify for full replacement.
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8. Warranty Coverage
- Frame warranty: 5 years from the date of delivery.
- Warranty covers only manufacturing defects.
- Warranty does not cover tyres, tubes, brake pads, cables, cranks, pedals, chains, grips, or other wear-and-tear parts.
- Damage caused by misuse, accidents, neglect, or unauthorised modifications is not covered.
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9. Customer Responsibility After Delivery
- Once delivered in good condition, OMOBikes is no longer responsible for damage unless covered under warranty.
- 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:
- Your order number
- Proof of purchase
- Required photos/videos as per our damage proof policy
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11. Legal & Dispute Terms
- OMOBikes reserves the right to update this policy without prior notice.
- By placing an order on our website, you agree to this policy.
- 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.
14. Delivery Disputes & Proof of Delivery (POD)
To ensure timely investigation with our logistics partners, all delivery-related disputes must comply with the following:
- Any dispute relating to delivery, including but not limited to non-delivery, incorrect delivery status, proof of delivery (POD), signature disputes, delivery location disputes, or any other courier-related issue, must be reported to OMOBikes within 7 days of the shipment being marked as delivered by the courier.
- Requests for a Proof of Delivery (POD) or delivery investigation must also be made within 7 days of the shipment being marked as delivered by courier / shipper.
- Courier partners maintain delivery records only for a limited period. Once this period expires, PODs, GPS records, photographs, delivery notes, and other delivery evidence may no longer be available. If a request is received after this period, OMOBikes may be unable to investigate or process the claim.
- OMOBikes relies on information and evidence provided by its logistics partners. Where the logistics partner is unable to provide delivery records due to expiry of their record retention period, OMOBikes shall not be responsible for any inability to verify or resolve the dispute.
- Customers are requested to inspect the shipment immediately upon receipt and report any delivery-related issue without delay.
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