To make any changes to your order or to cancel your order, please contact us immediately by email at info@cyclepaul.com. Please note that this is only possible if your package has NOT yet been shipped. Otherwise, please refer to our return and exchange policy below, or feel free to email us for further assistance.
30-DAY RETURN POLICYFollowing reception of your order, you have 30 days to return or exchange new items (with the exception of bikes and other items listed below) if you are unsatisfied with your purchase. In order for Cycle Paul to accept returned merchandise, it has to be in perfect condition, never used and with the original packaging and tags. If we refuse reimbursement for an item, the item will then be shipped back to you at your own cost. You must email us at info@cyclepaul.com if you’re wondering if an item can be returned, otherwise we will be unable to process the return. We’ll gladly answer all your questions.
Please note the following exceptions:
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Bontrager Products |
We honour the 30-Day Unconditional Bontrager Guarantee. Please see section 4.3 for details |
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Bikes |
All bikes are final sale |
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Discounted Items |
All discounted items and purchases made with a promotional code are final sale |
Please allow up to 7 business days for the return to be processed. Refunds will be made according to the original method of payment used for your order. Initial shipping fees will not be refunded. If your product is a gift, the refund will be credited to the original purchaser.
RETURN VIA MAILIt’s always possible to return your items without any fees by returning them in person to one of our stores. If you choose to return them by mail, you are responsible for the fees incurred.
To return an item by mail at your own expense, please contact us promptly by email at info@cyclepaul.com. Be sure to include the RA number (we will provide this via email), your full name, the product style, colour and size. We will walk you through the rest of the steps from there!
RETURN IN-STOREIf you would like to return an item in person (and avoid shipping fees), feel free to pop into one of our stores (located in Pointe-Claire and Vaudreuil) with the unused item in its original packaging and proof of purchase, and one of our Sales Specialists will be happy to process the return for you.
EXCHANGEItems are not exchanged via mail, but rather reimbursed. If you want to exchange a product, simply return the original product for a refund and buy the new item on a separate order. This makes for a more efficient process, since you don’t need to wait for the refund process to be complete before you can buy the new item.
Alternately, we would be happy to process the exchange in-store at one of our stores (located in Pointe-Claire and Vaudreuil-Dorion). Bring the unused item in its original packaging and proof of purchase, and one of our Sales Specialists will help process the exchange for an item that better suits your needs.
ORDER CANCELLATION OR MODIFICATION
Cycle Paul reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion, including, without limitation, if Cycle Paul believes that user conduct violates applicable law or is harmful to the interests of Cycle Paul even if the order has already been confirmed and billed to your credit card account. Paul Cycle may remove a product from your order if an item is unavailable or cannot be delivered within a reasonable delay.
PRODUCT WARRANTY
Cycle Paul aims to provide high quality products and which reflect the highest standards of the industry. All the products we carry are carefully designed to stay in top condition through all your rides, adventures and training. If you have received damaged or defective merchandise, please contact us within 30 days of purchase by email at info@cyclepaul.com. Cycle Paul will not accept returns with evidence of excessive wear, misuse, or alteration. Any rejected returns received by Cycle Paul will be sent back to you at your own cost.
CONTROL ERRORIf an error slips through our fingers when preparing your order, please contact us promptly by email at info@cyclepaul.com. We will be happy to send you a prepaid shipping label to return it at our expense. All you have to do is print the label, apply it onto your package and bring it to the Canada Post office nearest you at your earliest convenience.
DEFECTIVE PRODUCTWe honour the warranty policies of the manufacturers of our products. The first step is to contact us by email at info@cyclepaul.com and explain the issue. Photos, context and any other information that we can pass on to the manufacturer are required to proceed with your warranty claim. Your email must include your order number. Based on the information provided, we will contact the manufacturer and proceed from there.
MANUFACTURER'S WARRANTYCycle Paul stands behind the quality of every product we offer.
We honour all manufacturer warranties, which cover defects in materials and workmanship to ensure you receive products that meet the highest standards.
Most warranty claims can be handled directly in‑store by our team. However, some manufacturers may require the item to be sent to them for inspection before approving a repair or replacement. In those cases, we’ll coordinate the process and keep you informed every step of the way.
Start by sending us an email at info@cyclepaul.com and letting us know what’s going on.