Refund Policy

At Higher Gear Bicycle Repair, we are committed to providing high-quality bicycle repair services and customer satisfaction. This Refund Policy outlines our practices regarding refunds and returns for our services and parts.

1. Service Refunds

We stand behind all our repair services. If you are not satisfied with the quality of our work, please contact us within 30 days of service completion.

Service Quality Issues

• If a service is not performed to our usual standards, we will re-perform the service at no additional cost
• If the same issue persists after a second attempt, we may offer a partial or full refund at our discretion

Service Cancellations

• Cancellations made more than 24 hours before the scheduled appointment: Full refund
• Cancellations made less than 24 hours before the scheduled appointment: 50% refund
• No-shows or same-day cancellations: No refund

2. Parts and Accessories

New Parts

• Unused, uninstalled parts may be returned within 30 days of purchase with original receipt
• Parts must be in original packaging and condition
• Custom ordered parts are non-refundable unless defective
• Special order items are non-refundable

Used or Installed Parts

• Parts that have been installed on your bicycle cannot be returned
• Parts that show signs of use, damage, or modification cannot be returned
• Defective parts will be replaced under our service commitment

3. Gift Cards and Prepaid Services

Gift Cards

• Gift cards are non-refundable and cannot be exchanged for cash
• Gift card balances never expire
• Lost or stolen gift cards cannot be replaced

Prepaid Service Packages

• Prepaid service packages may be refunded within 60 days of purchase, less a 10% administrative fee
• After 60 days, unused services may be credited toward future services (no cash refund)
• Partially used packages are not eligible for refund

4. Service Commitment Claims

Most of our services include a 30-day service commitment on parts and labor. Service commitment claims are handled separately from this refund policy:

• Service commitment claims do not result in refunds but may result in additional service at no charge
• Service commitment coverage is limited to the specific service performed
• Service commitment does not cover normal wear and tear, improper use, or modifications

5. How to Request a Refund

Step 1: Contact Us

Contact our customer service team within the applicable time frame:

• Phone: (847) 853-7433
• Email: marycarlson@hgbyciclerpr.com
• In person: 1131 Greenleaf Ave, Wilmette, IL 60091-2708

Step 2: Provide Information

Please provide the following information:

• Your name and contact information
• Date of service or purchase
• Details about the issue or reason for refund
• Original receipt or proof of purchase
• For parts: Original packaging and condition

Step 3: Resolution Process

• We will review your request and may ask for additional information
• Decisions are typically made within 5-7 business days
• Approved refunds are processed to the original payment method
• Refund processing may take 3-5 business days depending on the payment method

6. Non-Refundable Items

The following items and services are generally non-refundable:

• Services completed more than 30 days ago
• Custom fabricated or ordered parts
• Used or installed parts
• Gift cards and promotional items
• Free estimates or diagnostic fees
• Services where the issue was beyond our control (accidents, pre-existing damage)

7. Exceptions

We reserve the right to make exceptions to this policy in special circumstances, including but not limited to:

• Long-term customers with excellent service history
• Situations where we determine a goodwill gesture is appropriate
• Legal or regulatory requirements
• Manufacturer recalls or defects

8. Dispute Resolution

If you are not satisfied with our refund decision, you may:

• Request a review by our management team
• Contact us to discuss alternative resolutions
• File a complaint with the Better Business Bureau
• Pursue legal remedies as permitted by law

9. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated effective date. Changes will not affect refund requests submitted prior to the change.

10. Contact Information

If you have questions about this Refund Policy or would like to initiate a refund request, please contact us: