Refund and Return Policy

Last updated: June 2026

At Customise My Bicycle, most of our products are custom-built, assembled-to-order, or specially configured according to customer requirements. Please read this policy carefully before placing an order.

Returns

All bicycles, framesets, wheelsets, and custom-built products sold by Customise My Bicycle are considered made-to-order or customized products.

As such, all sales are final and we do not accept returns, exchanges, cancellations, or refunds for:

• Custom-built bicycles
• Customized bicycles
• Framesets
• Wheelsets
• Special-order components
• Products assembled or modified according to customer specifications
• International and overseas orders
• Products purchased during promotional or clearance sales
• Gift cards

Please review your order carefully before placing your order.

Order Cancellation

All bicycles sold by Customise My Bicycle are custom-built, assembled-to-order, or specially configured according to customer requirements.

By placing an order, the buyer acknowledges and agrees that Customise My Bicycle may immediately commence procurement of frames, components, accessories, and other materials required for the order.

As costs are incurred and components may be specially ordered specifically for the buyer, orders cannot be cancelled, modified, or refunded once payment has been made, except where otherwise required by applicable law or expressly agreed by Customise My Bicycle in writing.

Any request for cancellation received after payment shall be considered solely at our discretion and may be subject to administrative fees, payment processing fees, supplier cancellation charges, shipping charges, and any other costs already incurred by Customise My Bicycle.

Shipping Delays

All production schedules, assembly schedules, and delivery dates provided by Customise My Bicycle are estimates only and are not guaranteed.

Buyers acknowledge that delays may occur due to component shortages, supplier delays, discontinued products, inventory availability, manufacturing lead times, procurement requirements, quality control procedures, customs clearance, shipping carrier delays, weather conditions, public holidays, government actions, transportation disruptions, peak seasons, or other circumstances beyond our reasonable control.

Where a selected component becomes unavailable after an order is placed, additional time may be required to obtain the component or arrange a suitable alternative.

Such delays shall not constitute grounds for cancellation, refund, compensation, rejection of delivery, or any claim against Customise My Bicycle.

Failure to meet an estimated production, shipping, or delivery date shall not entitle the buyer to cancel an order, request a refund, or initiate a payment dispute contrary to this policy.

International Orders

International buyers are responsible for complying with local import regulations and for paying any customs duties, import taxes, brokerage fees, storage charges, inspection fees, or other charges imposed by the destination country.

Orders refused by the buyer, abandoned, returned due to unpaid customs duties, failed customs clearance, incorrect shipping information provided by the buyer, or failure to accept delivery shall not qualify for a refund.

Any return shipping, customs, storage, handling, disposal, or administrative costs incurred shall be the responsibility of the buyer.

Transit Damage and Shipping Insurance

Where shipping insurance is included, loss or damage during transit shall be handled through the applicable shipping insurance claim process.

The buyer must notify Customise My Bicycle within 48 hours of delivery and provide photographs of:

• The shipping carton
• The shipping label
• Internal packaging
• The damaged item

Any compensation for transit loss or damage shall be subject to the shipping carrier’s and insurer’s investigation and approval.

Customise My Bicycle will provide reasonable assistance with supporting documentation where required.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive an incorrect item or believe a product contains a manufacturing defect, you must contact us within 7 days of receiving the order.

We reserve the right to inspect, troubleshoot, repair, replace, or otherwise determine the appropriate remedy before any refund, replacement, or compensation is considered.

Normal wear and tear, misuse, crash damage, accidental damage, improper installation, improper maintenance, unauthorized modifications, cosmetic imperfections, or dissatisfaction with riding characteristics shall not be considered defects.

Product Specifications

Product weights, dimensions, colors, photographs, performance characteristics, and specifications displayed on our website are approximate and may vary due to manufacturing tolerances, supplier revisions, display settings, photography lighting, or component availability.

Minor differences in color shades, finishes, decals, logos, component appearance, manufacturing tolerances, or product specifications shall not be considered defects and shall not qualify for returns, refunds, or exchanges.

Customise My Bicycle reserves the right to substitute equivalent or higher-value components where necessary due to supplier shortages, discontinued products, inventory limitations, or circumstances beyond our control.

Non-Returnable Items

The following items are non-returnable and non-refundable:

• Custom-built bicycles
• Customized products
• Special-order products
• Used products
• Installed components
• Framesets
• Wheelsets
• Clearance items
• Sale items
• Gift cards
• Digital products
• International orders

Payment Disputes and Chargebacks

By placing an order, the buyer acknowledges and agrees to this Refund and Return Policy, Shipping Policy, and Terms of Service.

The buyer agrees not to initiate a chargeback, payment dispute, or payment reversal for reasons inconsistent with these policies, including but not limited to:

• Shipping delays
• Customs delays
• Component shortages
• Supplier delays
• Estimated delivery dates not being met
• Change of mind
• Refusal to accept delivery
• Failure to pay customs duties or taxes
• Product specifications that are clearly disclosed before purchase

Customise My Bicycle reserves the right to provide order records, invoices, payment records, communications, tracking information, delivery confirmations, and acceptance of these policies to payment processors, financial institutions, dispute resolution providers, and relevant authorities in the event of a dispute.

Contact Information

For questions regarding this policy, please contact:

Customise My Bicycle

Email: sales@customisemybicycle.com

WhatsApp: +65 8859 3846