Support Center

What if I don't like my bike? How do I return my Brilliant?

Last Updated: Nov 20, 2016 11:26AM PST

If you don't fall in love with your new Brilliant for any reason at all, you send it right back in the box it came in and we'll refund you right away. Please note that full refunds apply to full price bikes, see the details below.
It's like a test ride, only for 30 days, and you can actually get to know if it works for you in real life, rather than just riding in circles around some desolate bike store parking lot.


Before you return your bike we want to make sure you've been able to experience it at its best. If you've had assembly or mechanical issues, please reach out and let us help sort them out before making the decision to return the bike. Usually, once up and running people write us saying how much they love their bike. But! If you do decide to return the bike, write us at hello@brilliant.co and we'll start the process immediately.

 

Full-Priced Bicycles (Continental US only)

We will take any full-priced Brilliant back within 30 days of delivery. We stand by our products and if you are not totally satisfied, we’ll fix it immediately or send a pre-paid return label and credit your account in full.

Returns with Brilliant are simple:

  • Write to us at hello@brilliant.co and let us know you’d like to make a return 
  • Repack the bicycle in the original box with all of the original parts and packing materials (required). You must protect all of the tubes and the handlebars/stem so that the bike does not come back damaged. Please ensure that nothing is loose in the box. We do expect the bike to come back in good condition, we hope you can understand that! If it doesn't, we may need to assess damage fees.
  • We’ll write you back with instructions and a prepaid UPS label.
  • A full refund will be issued within 48 hours of receipt, assuming the bike is returned complete and in good condition.

Sale and Promotional Bicycles (Continental US only)

Returns on non-defective discounted bicycles where the discount >$49 will require the customer to be responsible for the actual two way shipping costs (regardless of what was paid in outgoing shipping costs). See the return instructions above. In the case of a product defect, the defect will be fixed locally at the expense of Brilliant, or exchanged, at the expense of Brilliant. We do not offer retroactive price adjustments.

Final Sale Bicycles (Continental US only)

Final-sale bicycles, either defined as final sale on the product page or when the discount given is greater than $99 are not eligible for return. If there is a defect or shipping damage, Brilliant will either arrange and pay for local repair, or exchange/refund the bicycle, at the discretion of Brilliant. 

All Product, Regardless of Price

We do not offer retroactive price adjustments.

This return policy is valid only in the United States. All other regions have no return policy due to prohibitive shipping costs. Brilliant will always work with customers in any region to ensure that the bicycle they receive is free of defect and shipping damage.
 

 

Contact Us

  • Call Us @ 310.853.1337
https://cdn.desk.com/
false
desk
Loading
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
about
false
Invalid characters found
/customer/en/portal/articles/autocomplete