Canyon Return, Refund and Exchange Policy

Canyon Order Policies:

Read below for Canyon Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

Canyon Return, Refund & Exchange Policy

Return Policy

30-Day Return Period for Bicycles

All brand-new Canyon bikes come with our industry leading 30 Day trial period. We encourage you to assemble, fit, and test your new bike in order to ensure that your new Canyon exceeds your expectations. Original owners may return their bike for a full refund at any point during the first 30 days of ownership provided the bike is returned clean and in like-new condition, which means it shows no signs of wear.

Return Process for Bicycles

Step 1: Account Access
Make sure you’ve created a MyAccount log-in to access FREE return shipping. To initiate your return, log in via your MyAccount or go to the Order Tracking area if you don’t remember your log-in.

Step 2: Photo Requirements
Photos of the bike will be required prior to a shipping label being issued. If ridden, we’ll need photos of the bike unboxed and re-boxed. If never ridden, only boxed photos of the original state will be required.

Required photos vary based on usage:

• If ridden: Whole bike drive side, whole bike non-drive side, serial number under the bottom bracket
• If never unboxed: Two long sides of the bike guard to confirm no punctures, photo of the uncut packing tape, photo of product description label on the side of the box

Step 3: Complete Return Request
Submit return application including:

• Items to be returned in the order
• Number of articles
• Reason for returning the product/s
• In case of a defect, additional description is required

Step 4: Packaging Requirements
Using a Canyon Bike Guard is required for bike returns, so the original should be saved during this trial period to avoid return shipping fees related to shipping a new bike guard to you.

Return Policy for Gear & Accessories

If you’re not 100% satisfied with your Gear purchase, return it within 30 days in an unused condition for a full refund. The 30 day period starts once you receive your goods and is complied with by return of the goods to us within 30 days.

Refund Policy

Processing Timeline

As soon as your shipment arrives, we’ll let you know. The shipment will then be checked for the consistency of the data provided. If everything is correct, you will be refunded the full amount for the specified items as quickly as possible using the payment data provided or entered and your return is complete. Please note that from shipment to refund, the return process may take up to 30 days.

Refund Conditions

Should we find out during the examination of your return that one of the items registered for the return is missing or damaged, we will not issue the refund and will contact you again to discuss next steps.

Non-Refundable Services

All fees associated with the Velofix bike assembly or Authorized Service Partner bike assembly are nonrefundable.

Restocking Fees

Customized Bikes

If customized Canyon bikes are returned after delivery, the return will be subject to a restocking fee. The restocking fee is 10% of the stated MSRP of the product. The restocking fee will be deducted from the final refund amount.

Signs of Use or Damage

Product(s) expressing significant signs of use, wear, visible damage or missing components may be subject to a restocking fee. Depending on the severity of damage to the bicycle, Canyon may charge up to 20% of the stated MSRP of the product.

Restocking Fee Structure:

• 1% Fee: Missing OEM drive train battery or related charger
• 3% Fee: Missing eBike keys, bolts or threads are stripped, seatpost or cockpit is damaged as a result of riding
• 10% Fee: Delivery refusal or return to sender issued
• 13% Fee: Bike is dirty and needs to be disassembled to clean, or bike components show clear signs of wear
• 15% Fee: Bike is missing original OEM components, or bike frame or fork is scratched
• 20% Fee: Bike has a cracked frame or fork as a result of riding

Shipping Fees

Replacement Bike Guard Fees

Customers who require a replacement bike guard are responsible for shipping fees to send a new one to their preferred location. Fees are deducted from the final refund.

Shipping Fee Structure:

• eBike & Speedmax (FedEx LTL Freight) = $270
• All other bikes (FedEx Ground) = $110

Exchange Policy

No Direct Exchanges

You want to exchange your bike or order a new one directly? A 1 to 1 exchange is not possible. The return of your current order is completely detached from a new order and you will be refunded the amount paid via the chosen payment method. Meanwhile, you can, of course, place a new order.

Process for Getting a Different Bike

To exchange a bike for a different model or size:

1. Initiate a return for your current bike following the standard return process
2. Place a new order for the desired bike separately
3. Receive refund for returned bike through original payment method
4. Payment for new order is processed independently

Important Notes

Quality Checks

Upon a quality check at the warehouse, identified damage and/or significant signs of wear may be subject to restocking fee.

Return Authorization Required

Customers should not create their own return labels and ship without Canyon authorization. Return fees may apply.

Repossession Option

If a restocking fee is assessed, customers will have the option of repossessing their returned bike at the cost of shipping.

Warranty Coverage

Canyon gear, accessories, and spare parts are covered by a 2 year warranty, unless stated otherwise. The warranty only covers material and processing defects that already existed on delivery.

Canyon Customer Service:

Telephone Number: (833) 226-9661

Canyon Headquarters Address: 5600 Avenida Encinas, Suite 180 Carlsbad, CA 92008

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