Buyer Protection – Your peace of mind, guaranteed.
Buying pre-owned sports gear should feel just as safe as buying new. Every purchase on buycycle comes with Buyer Protection – so you can shop secondhand with complete confidence.
SECURE PAYMENT
Your payment stays safe with us until you confirm that everything's as expected.
IN-APP SOLUTION CENTER
If something's not right, easily connect with the seller and resolve issues directly in the app.
SEAMLESS SUPPORT
Our dedicated buycycle experts are here to help you at every step of your purchase.
How to file an issue
If something isn't right, file a claim directly in your profile. Here is how:
Always accept the delivery
Even if the package or item looks damaged, accept the delivery. This is essential to be able to file a claim.
48 hours to check & file a claim
You have 48 hours to check your item in the comfort of your own home. If you discover an issue, submit a claim within the 48-hour window. Only claims filed through your profile count – emails to support don't.
Upload photos and details
The more information, the better. Provide clear, high-quality photos of any damage – especially the item inside the box, which helps us understand if the problem happened during transport.
What happens next?
When you file a Buyer Protection claim, here's what happens step by step:
The seller is informed
As soon as you submit a claim, the seller is notified. Your order status is updated, and the seller's payment is put on hold until the case is resolved.
Self-mediation
Buyers and sellers can discuss the issue and try to reach an agreement via the chat. You can send and receive compensation offers directly in the chat for a quick solution.
Expert review
If no agreement is reached, buycycle steps in. You can request expert help directly in the chat at any time.
Cost estimate
In some cases, we may ask for a cost estimate from a local bike or repair shop to better assess the issue.
Final decision
Our buycycle experts aim to find a fair solution within 14 working days. Complicated cases might take up to 30 days.
Returns, repairs & compensation
Unlike traditional e-commerce, there are no blanket returns on private sales. But you're covered if your purchase doesn't match the listing or its condition clearly exceeds normal wear. Repairs or partial compensation are usually the best solution.
Repair cost formula
(Purchase Price ÷ Original Retail Value) × Total Repair Cost
Covered
Not Covered
Returns are only valid if:
Not the right size
The size in the listing does not match the actual item.
Significant damage
There is significant frame damage affecting safety, confirmed by our experts.
Counterfeit
The item is counterfeit and cannot be traced back to a manufacturer.
Claim conditions & limitations
Only with rules can we play fair.
Here are the Buyer Protection and claim principles that apply:
-
1COMPENSATION AMOUNTRepair costs or loss of value are determined based on industry standards. The amount may not fully cover shop estimates.
-
2ONE CLAIMOnly one claim is allowed per order. Once compensation has been issued, the case cannot be reopened.
-
3DO NOT USEDo not use the item while a claim is active.
-
4NO UNAUTHORIZED REPAIRSAll repairs must be approved before proceeding. Unauthorized repairs will not be covered.
-
5NO UNAUTHORIZED RETURNSReturns must be approved by the buycycle claims team. buycycle will provide shipping for returns and is not liable for unauthorized returns.
-
6SELF-PICKUPS EXCLUDEDSelf-pickups are not covered under Buyer Protection. Inspect the item carefully before finalizing the order.
-
7REPLY DEADLINEIn order to find a swift solution, we ask that you reply to emails related to your claim within 4 days.
-
8EVIDENCE SUBMISSIONSufficient photographic and/or video evidence of the issue has to be provided within 4 days of submitting the claim, if not already included.
