At IXS Shop, we stand behind the quality of every bike, frame, helmet, and piece of gear we sell. We’re riders ourselves, and we understand that sometimes a product just isn’t the right fit for your cycling needs. That’s why we’ve created a straightforward returns and exchanges process to ensure you’re completely satisfied with your purchase.

Our Return Policy

We accept returns and exchanges within 15 days of you receiving your order. To be eligible for a return or exchange, items must be:

  • In original, unused condition
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase
Please Note: For safety and hygiene reasons, we cannot accept returns on the following products:
  • Body Armour (if used or removed from original packaging)
  • Helmets (for safety reasons, once packaging is opened)
  • Goggles (for hygiene reasons)
  • Neck Braces (for safety reasons)
  • Frame Protection products (if packaging is opened)
  • Any personalized or custom-built products (e.g., custom-built bikes, specially ordered frames)

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact Us: Email our support team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all the necessary information.
  2. Wait for Authorization: We’ll respond within 24-48 hours with a Return Merchandise Authorization (RMA) number and return shipping instructions.
  3. Package Your Item: Securely pack the item in its original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to our address (provided with your RMA) using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.
  5. Inspection & Processing: Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.

Return/Exchange Request Template

Copy and paste the template below into an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear IXS Shop Support Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please provide details] I have read and understand the return policy regarding product condition and eligibility. Please provide instructions for returning the item(s) and any additional information you may need. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Information

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refund Processing Time:

  • Refunds are typically processed within 3-5 business days after we receive and inspect your return
  • Depending on your payment method and financial institution, it may take an additional 3-10 business days for the refund to appear in your account

Refund Methods:

  • PayPal payments will be refunded to your PayPal account
  • Credit card payments (Visa, MasterCard, JCB) will be refunded to the original credit card used for purchase

Please note that shipping charges are non-refundable unless the return is due to our error.

Exchanges

If you need to exchange an item for a different size or color, please indicate this in your return request. We will process the exchange once we receive your returned item. If the exchange item costs more than the returned item, you will need to pay the difference. If it costs less, we will refund the difference.

Need Help?

Our team of cycling enthusiasts is here to assist you with any questions about returns or exchanges:

Email: [email protected]
Address: IXS Shop, 3639 Parkway Drive, DEMING, US 88030
Hours: Monday-Friday, 9AM-5PM PST