Return & Exchange
Thank you for choosing to shop with tokyobike.
Please carefully consider your purchase. We're here to assist you with your selection and ensure you have a positive shopping experience — if you have any questions including fit or suitability, please contact us prior to placing your order.
We do not provide refunds for incorrect choice or change of mind. For cancellation and return enquiries, please contact us with the nature of your cancellation or return, within 7 days of receiving your goods if your order has shipped. Restocking fees may apply.
We offer an exchange, refund or store credit for faulty products. Please contact us within 7 days of receiving your goods.
For minor issues, we may offer a repair instead of a replacement or refund. For major problems, you have the right to request your choice of a replacement or refund. Proof of purchase must be provided in order to receive a repair, replacement or refund.
We reserve the right to determine whether a product is faulty, and conduct a production and quality check. If deemed faulty, a repaired or replacement product will be shipped subject to stock availability, or a refund or store credit offered. We cannot be held responsible for delays in the delivery of your repaired or replacement product beyond our control.
For bike purchases, we reserve the right to refuse refund or exchange for incorrect choice or change of mind. Restocking fees may apply.
While we aim to represent our bike colours as accurately as possible, some variance may occur between images shown online and the actual colour.
Please refer to our size guide to determine the best size for you. The guide is provided as a reference — everyone's body is different and you may have a sizing preference.
In the event a bike does not fit, an exchange may be offered at our discretion provided it has not been ridden, and subject to assessment for any damage to the bike in transit. Bikes for return must be professionally repacked by a tokyobike stockist, and you will be responsible for the cost of professional repacking, return shipping, and re-shipping of the correct size.
Upfront payment is required to secure pre-orders and is not refundable for incorrect choice or change of mind — please choose carefully.
RETURNING YOUR PRODUCT
Please contact us prior to returning your product with the following details:
- Your full name and order number
- Reason for return
- Images of the product (if applicable)
Please ensure your return is sent via a trackable method as we will not be liable in the event your product is damaged or lost in transit.
For faulty or incorrectly supplied products, shipping costs incurred by you will be reimbursed and replacement item/s will be shipped free of charge.
Bikes for return must be professionally repacked by a tokyobike stockist, and you will be responsible for the cost of professional repacking, return shipping, or re-shipping of the correct size.
Read our Terms of Service for further details.