Refund policy

The short version

Unused, un-installed gear can come back to us within 15 days. Frames, complete and custom builds, cargo forks, wheelsets and sale-price items are final sale; preorders aren't. If it's been assembled or installed, it's yours. Shipping charges aren't refundable once we've bought the label.

The details are below. If something here doesn't cover your situation, email info@crustbikes.com and we'll sort it out with you.

Returns

We accept returns of unused merchandise within 15 days of the date you received it. To be returnable, an item must be:

  • in brand new, unused condition;
  • in its original packaging;
  • never assembled, installed or fitted to a bike.

If it's been assembled or installed, it's yours — we can't resell it as new, so we can't take it back.

We only accept returns on orders placed through www.crustbikes.com. If you bought your Crust from a shop or a dealer, please go back to them.

Final sale items

The following are final sale and cannot be returned or exchanged:

  • Frames and framesets
  • Listed complete builds
  • Custom builds
  • Cargo forks
  • Wheelsets
  • Gift cards
  • Anything bought at a promotional or sale price
  • Orders shipped outside the USA, EU and UK

Most of these are made in small runs, they're expensive to ship both ways, and they can't be resold as new once they've been out in the world. Please measure twice before you order — and if you're unsure about fit or sizing, email us first. We would much rather answer questions for twenty minutes than have you end up with the wrong frame.

This does not affect your rights if an item arrives damaged or has a manufacturing defect — see Damaged, defective and warranty below — and it does not apply to customers in the EU or the UK, who have a separate right to cancel described further down.

Preorders and made-to-order items

Preorders are not final sale. When you preorder, the expected ship date is shown on the product page. If we find we can't hit that date we'll email you before it passes, and you can either wait or cancel for a full refund — your call, no argument.

If a delay runs more than 30 days past the date we gave you and we haven't heard back from you, we'll cancel and refund you automatically.

Once a preorder has shipped, the normal rules above apply — so if what you preordered was a frame, it's final sale from that point.

What you get back

We refund what you paid for the goods. Shipping isn't refunded — see Shipping charges below.

There's no restocking fee and no percentage taken off. If a $520 order included $60 of shipping, you get $460 back.

If you cancel before we've packed and labelled your order, you get everything back including the shipping, because we haven't paid the carrier yet.

How to return something (USA)

  1. Email info@crustbikes.com with your order number and a description of the item. Please allow 3–4 business days for us to review and authorize the return.
  2. Once authorized, pack the item in its original packaging — bubble wrap, foam wrap, the works — along with the packing slip that came with your order and a note saying what you're returning.
  3. Ship it to:
    Crust Bikes, c/o Returns
    3416 Hull St.
    Richmond, VA 23224
  4. Send us the tracking number once you have it.

You're responsible for return shipping, and for the package until it reaches us. Since you're liable for anything lost or damaged on the way back, we strongly recommend a carrier that gives you tracking and insurance.

Once your return arrives and we've checked its condition, we'll refund the purchase price of the goods to the payment method used on the original order. Refunds usually appear within 5–10 business days depending on your bank. We can't be responsible for changes in currency exchange rates between your purchase and your refund.

Exchanges

We'll exchange unused merchandise within 15 days of the date you received it, under the same condition rules as a return — brand new, original packaging, never assembled or installed.

Email info@crustbikes.com first and tell us what you have and what you'd like instead. Once we've approved the exchange, send the item with its original packing slip to:

Crust Bikes, c/o Exchange
3416 Hull St.
Richmond, VA 23224

When it arrives and we've confirmed it's in new condition, we'll get your replacement out.

If the item you want costs more than the one you're sending back, we'll invoice you the difference. If it costs less, we'll refund the difference.

Shipping charges

Shipping charges are not refundable once we've bought the shipping label, including on returned and refused packages. We've already paid the carrier by that point.

If you cancel before we've packed and labelled your order, shipping is refunded in full along with everything else.

EU and UK customers cancelling under the 14-day right described below are the exception — there we refund the standard outbound shipping cost too, because the law requires it.

If we made the mistake — wrong item, our packing error, an item that arrives damaged — we cover shipping both ways and you're not out of pocket.

If your address was wrong

If you catch it before we ship, tell us and we'll fix it at no cost.

If it's already gone out, we'll put the order on hold until the package makes its way back to us. The original shipping charge isn't refunded, and we'll invoice you for shipping to send it back out to the corrected address.

Damaged, defective and warranty

If your order turns up damaged, email info@crustbikes.com within 7 days with photos of the item and the packaging. Don't throw the box out — carriers ask for it.

Manufacturing defects are covered by our warranty, which is separate from this refund policy and applies to final sale items too. Frames carry a 2-year warranty against manufacturing defects from the date of purchase unless the product page says otherwise. The warranty covers manufacturing faults; it doesn't cover crash damage, wear and tear, modification, or riding a lightweight steel frame like you are trying to jump a canyon on it. Some judgment is required here on both sides and we try to be reasonable.

EU and UK customers

If you're a consumer in the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason. This applies to all items, including the final sale items listed above, and it takes precedence over anything else on this page.

To cancel, email info@crustbikes.com or use our withdrawal form. You then have 14 days from telling us to send the goods back. You pay the cost of return shipping.

We'll refund you within 14 days of receiving the goods back, including the standard outbound shipping cost. We may reduce the refund to reflect any loss in value if you've handled the goods more than was necessary to establish their nature and characteristics — roughly, what you'd have been able to do with them in a shop.

You also have statutory rights, separate from this policy, if goods are faulty or not as described. Nothing here limits those rights.

Model withdrawal form

You don't have to use this wording — any clear statement that you're cancelling will do, by email or by post. It's here because EU and UK law says we have to provide it, and because some people would rather just fill in a form.

To: Crust Bikes, 3416 Hull St., Richmond, VA 23224, United States — info@crustbikes.com

I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Ordered on / received on: ______________________
Order number: ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Signature of consumer(s) (only if this form is notified on paper): ______________________
Date: ______________________

We'll confirm we've received your cancellation by email as soon as it reaches us. If you don't hear back from us within a couple of days, chase us — don't assume it arrived.

International orders outside the EU and UK

Orders shipped outside the USA, EU and UK are final sale.

Customs duties, import taxes and brokerage fees are not included in what you pay us and are your responsibility. We can't predict them, we don't collect them, and we can't refund them. We're also not able to mark packages as gifts or declare a value other than what you paid.

Questions

Email info@crustbikes.com. We're a small crew and we read everything.

Crust Bikes
3416 Hull St.
Richmond, VA 23224
United States