Playtri Return & Exchange Policy
1. General Return Policy
If you need to request a return, you must contact Playtri within 30 days of delivery. All returns require prior written approval.
Approved refunds will be issued to the original form of payment. The original invoice is required.
Unless otherwise stated below, approved returns are subject to a restocking fee of up to 30%. Additional fees may apply for shipping, packing, payment processing, or handling costs.
2. Bicycles, Frames & Wheels
Bicycles, frames, and wheels are non-returnable.
Exchanges may be requested within 14 days of delivery, subject to approval and product availability. Products must be in new, unused, and uninstalled condition.
Approved exchanges are subject to a 30% restocking fee, and the customer is responsible for all shipping costs associated with the exchange.
3. Wrong Item Sent (Size / Color / Model Error by Playtri)
If Playtri ships an incorrect item, you must notify us within 14 days of delivery.
To qualify for a full refund or exchange:
· Item must be new and unused
· All original packaging and materials must be intact
If notification occurs after 14 days:
15–30 Days After Delivery
· Unused items: up to 20% restocking fee
· Used items: may be denied or subject to up to 40% deduction
31–60 Days After Delivery
· Unused items: up to 30% restocking fee
· Used items: may be denied or issued partial store credit of up to 50%
After 60 days, no returns will be accepted unless covered under manufacturer defect or warranty.
4. Used & Installed Items
A product is considered used if it has been installed, ridden, worn, tested, altered, or assembled — even once or indoors.
Used items are generally not accepted. If approved at Playtri’s sole discretion, a minimum 50% depreciation fee will apply. Additional deductions may apply for missing packaging, visible wear, or damage.
5. Special Orders & Sale Items
All Special Orders and Sale Items are final sale and non-returnable.
· A Special Order is any item not normally stocked and ordered specifically at a customer’s request.
· A Sale Item is any product sold below MSRP, including clearance, promotional, or in-store markdowns.
Sale, demo, and used items are sold at reduced pricing and may show cosmetic imperfections. These items are final sale and not eligible for return or exchanges.
6. Running Shoes
Running shoes must be returned in new, unworn condition and are subject to a 15% restocking fee.
7. Non-Returnable Items
Due to health and safety concerns, the following items are non-returnable:
· Nutrition and supplements
· Consumable food products
· Swimwear and swim equipment (including swimsuits, goggles, fins, and paddles)
· Gift cards
8. Order Cancellations
All cancelled orders are subject to a minimum 3% processing fee to cover non-refundable credit card processing costs, even if the order has not shipped.
Additional fees may apply if the order has already been processed, packed, or prepared for shipment.
9. Shipping & Delivery
Shipping charges are non-refundable.
Customers are responsible for return shipping costs.
Orders refused, returned due to incorrect address, or unclaimed will be subject to return shipping charges, processing fees, and applicable restocking fees.
Playtri does not compensate for return shipping charges.
10. Third-Party Labor & Build Fees
Playtri is not responsible for any third-party assembly, inspection, service, modification, or labor fees under any circumstances.
Some bicycles may arrive partially disassembled to fit safely in shipping cartons. Professional assembly is strongly recommended.
11. Ready to Ride Service – $395
The Ready to Ride option must be selected at checkout prior to shipment. Once shipped, this service cannot be added.
Under the Ready to Ride service, the bicycle is professionally assembled and adjusted by Playtri prior to shipment to minimize customer setup upon arrival. In most cases, final steps required upon delivery may include:
· Installing wheels
· Installing the seat post (in some models)
· Minor adjustment of bar or aero-bar extensions (in some models)
Ready to Ride does not include professional bike fitting, custom component changes, or post-delivery adjustments. The customer is responsible for final setup verification and ensuring all components are properly installed and secured prior to riding.
12. Stem Orientation Policy
Playtri assembles all bicycles with integrated stems in the positive stem position when available, including but not limited to Cervélo and Pinarello integrated-stem models.
Although manufacturer guides may show a different default orientation, Playtri has manufacturer confirmation that positive stem assembly is acceptable and does not void warranty coverage.
Alternate stem orientation requests must be made in writing prior to shipment. Absent such request, the bicycle is deemed properly assembled in accordance with Playtri’s standard build specification.
13. Model Year Disclosure
Model year references are based on manufacturer specifications and component design, not the physical production date stamped on the bicycle.
14. Demo Products
Demo bicycles and wheels are used products and include a 1-year warranty from the date of purchase.
Mileage and condition vary. Customers are encouraged to review listing photos or request additional photos or video prior to purchase.
Demo, used, and sale products may show minor cosmetic imperfections, including but not limited to paint chips, surface scratches, or signs of handling. These cosmetic conditions do not affect functionality.
All demo, used, and sale products are fully functional and covered by the applicable manufacturer warranty unless otherwise stated. Pricing reflects the product’s condition.
Cosmetic imperfections are not considered defects and do not qualify as grounds for return.
15. International Orders
International orders may be subject to duties, tariffs, and taxes imposed by the destination country. These fees are not included at checkout and must be paid before shipment.
16. Chargeback & Policy Agreement
By completing a purchase with Playtri, the customer acknowledges and agrees to all terms stated in this Return & Exchange Policy.
Chargebacks filed in contradiction to these terms may be formally disputed with supporting documentation, including policy acknowledgment and order records.
17. How to Request a Return (Online Orders)
Step 1 – Submit a Return Request
All returns must be submitted and approved before shipping any item back.
Start your return here:
https://shopify.com/3627647076/account
1. Sign in using the email associated with your order and click Continue.
2. Enter the six-digit verification code sent to your email.
3. Select the order you wish to return.
4. Click Request Return.
5. Select the item(s) and provide the reason for return.
6. Submit the request.
Our returns department will review your request and respond with approval instructions if eligible.
Do not ship any item back without written approval.
Step 2 – Preparing Your Return (After Approval)
Once your return is approved:
1. Keep a copy of your invoice for your records.
2. Clearly indicate the item(s) being returned and the reason on the invoice.
3. Return all original packaging, manuals, accessories, tags, and components.
4. Securely pack the item to prevent movement or damage during transit.
5. Ship the package prepaid (C.O.D. deliveries are not accepted).
6. We strongly recommend purchasing insurance for the full merchandise value.
Playtri is not responsible for lost, stolen, or damaged returns in transit.
Return Address
Playtri Store
6465 E Mockingbird Ln, Ste 358
Dallas, TX 75214
Attn: Returns
Important Notes
· Returns shipped without prior approval may be refused.
· Items received damaged due to improper packaging may be subject to additional deductions or refusal.
· Special orders, sale items, closeout items, and used products are non-refundable as stated above.
· Refund processing time is typically 3–7 business days after inspection.
For questions, contact:
store@playtri.com
(972) 730-3288