Refund policy
Returns & Refunds
We want you to love your OHM. If something isn't right, here's how we handle it.
Return Window
New, unused items purchased directly from ohmcycles.com may be returned within 30 days of delivery. Items must be in original condition and original packaging. If your order arrives in more than one shipment, the window runs from the delivery of the item you are returning.
Exchanges
If you would prefer a different size, model, or specification, we can exchange the item rather than refund it. Exchanges run on the same 30-day window and the same condition requirements as returns, and no restocking fee applies to an exchange. If the replacement costs more, we'll invoice the difference; if it costs less, we'll refund it. Email us to arrange one.
Restocking Fee
There is no restocking fee on returns under $100. For returns of $100 or more, a 20% restocking fee applies, based on the value of the items being returned. This covers inspection, repackaging, and preparation for resale.
No restocking fee applies if we sent the wrong item, or if the item arrived damaged or defective.
Return Shipping
Return shipping costs are the responsibility of the customer, and we recommend a trackable method — OHM is not responsible for items lost or damaged in return transit. If we sent the wrong item, or it arrived damaged or defective, we cover return shipping and will send you a prepaid label.
Pre-Orders and Backorders
Pre-ordered items can be cancelled for a full refund at any time before they ship. Once delivered, they can be returned on the same terms as anything else.
How to Start a Return
Email support@ohmcycles.com with your order number and reason for return. Our team will respond within 1–2 business days with return instructions, including the address to send to. Please wait for those instructions before shipping anything back — some items are dispatched from our supplier's warehouse, and the return address is not the address your parcel arrived from.
Refunds
Once your return is received and inspected, we'll process your refund within 5–7 business days, to your original payment method, less any restocking fee.
Original shipping charges are not refunded. If your order qualified for free shipping, the shipping cost we absorbed is deducted from your refund, up to a maximum of $14.99.
Non-Returnable Items
The following cannot be returned:
- Items that have been ridden, installed, or show signs of use
- Items cut or sized to fit — chains, cables, housing, steerer tubes
- Electrical components once installed
- Helmets and protective equipment that have been worn
- Special order items — items we source specifically at your request and do not normally carry. A pre-order of a catalogue item is not a special order and remains returnable.
- Items purchased through our authorized dealer network (contact your dealer directly)
- Gift cards
Warranty Claims
A return is not a warranty claim.
OHM bikes and OHM-branded products — if yours has a defect or mechanical issue, contact us at support@ohmcycles.com with photos and your serial number. Most warranty claims are processed within 3–5 business days. OHM backs every bike with lifetime support — we're here for the long haul.
Parts and accessories from other brands — these carry their manufacturer's warranty rather than OHM's. Contact us with your order number and photos and we'll help you file the claim with them.
Purchased from a Dealer?
Returns for bikes purchased through an authorized OHM dealer are handled by the dealer under their own return policy. Contact your dealer directly.
Questions?
604-770-2600 · support@ohmcycles.com