At Schwalbe Shop, we stand behind our premium cycling equipment just as we stand behind your right to complete satisfaction. If for any reason you’re not entirely happy with your purchase, our straightforward returns and exchanges policy ensures you can shop with confidence.

Our Returns Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • In original, unused condition
  • In their original packaging with all tags attached
  • Accompanied by proof of purchase

Note on Safety Equipment: For the protection of all cyclists, bike helmets cannot be returned or exchanged unless defective due to manufacturer issues. This policy aligns with industry standards for hygiene and safety.

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email [email protected] with your order number and details about the product you’d like to return or exchange. Use our template below for quick processing.
  2. Wait for Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package Your Item: Securely pack the item(s) in the original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse at the address provided in your RMA email. We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). For exchanges, we’ll cover the shipping costs of sending your replacement item.

Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after we receive your item
  • Refund Method: Your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Refund Timing:
    • Credit/Debit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing

Note: Shipping fees for original orders are non-refundable unless the return is due to our error.

Exchange Process

For exchanges (size, color, or different product):

  1. Follow the standard return process above
  2. Clearly state in your email that you’d like an exchange and specify the replacement item
  3. We’ll ship your replacement as soon as we process your return

If the exchange item costs more than your original purchase, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number] Dear Schwalbe Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Product Name: [Product Name] Product SKU: [If available] Reason for Return: [Please specify] [For exchanges:] I would like to exchange this for: [Product Name] Size/Color/Model: [If applicable] I confirm that the item is in its original condition with all packaging and tags intact. Please advise on next steps. Best regards, [Your Full Name] [Your Contact Number]

Damaged or Defective Items

If you receive a damaged or defective item (including bike parts like brakes, pedals, or frames):

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a free return label if needed
  • Choose between a full refund or expedited replacement

International Returns

For customers outside the UK:

  • You’re responsible for any customs fees or import taxes associated with returns
  • Mark the package as “Returned Goods” to avoid additional charges
  • Original shipping fees are non-refundable

Questions?

Our cycling specialists are happy to help with any return or exchange questions. Contact us at [email protected] and we’ll get you back on the road as quickly as possible.