Buyer Protection – Your peace of mind, guaranteed.
Buying pre-owned sports gear should feel just as safe as buying new. That’s why every purchase on buycycle comes with Buyer Protection – so you can shop secondhand with complete confidence.
How to file an issue with your order
If something isn’t right with your order, you can file a claim directly in your buycycle profile. It’s quick and simple:
1. 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.
2. 48 hours to check & file a claim
You have 48 hours to check your item in the comfort of your own home, without feeling pressured by the seller looking over your shoulder. If you discover an issue, you can submit a claim* within the window.
*Only claims tiled through your profile count (emails to our support team don't)
3. Upload photos and details
The more information, the better. Provide clear, high-quality photos of any damage or issues—especially of 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:
STEP 1: THE SELLER IS INFORMEDAs 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.
STEP 2: 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.
STEP 3: EXPERT REVIEW
If no agreement is reached, buycycle steps in. You can request expert help directly in the chat at any time. Please remember: The item must not be used while the claim is active.
STEP 4: COST ESTIMATE
In some cases, we may ask for a cost estimate from a local bike or repair shop to better assess the issue.
STEP 5: FINAL DECISION
Our buycycle experts aim to find a fair solution that work for you and the seller within 14 working days (complicated cases might take up to 30 days).
RETURNS, REPAIRS & COMPENSATION
We want to make buying second-hand sports gear the first choice for bike and sports enthusiasts. That’s why we created a platform that makes private sales simple and secure for you as a buyer. When shopping second-hand, it’s important to remember that—unlike traditional e-commerce—there are no blanket returns on private sales. The items you receive are pre-loved, which means small signs of use are always to be expected.
But with buycycle’s Buyer Protection, you’re covered if your purchase doesn’t match the listing or if its condition clearly exceeds normal wear. Instead of returns, repairs or partial compensation are usually the best solution. Here’s what Buyer Protection covers:
COVERED
- ✔️ Items lost in transit.
- Missing items (e.g. saddle clamps, screws) will be compensated
- ✔️ Missing components.
- Compensation applies only to components specifically mentioned in the ad. If a component is not listed, it is not included (even if it visible in the photo). Please note: Sport bikes are usually sold without accessories such as bottle holders, pedals, GPS devices, lights, or mudguards.
- ✔️ Undisclosed damages.
- Undisclosed damages that were not described or visible in the photos are covered under Buyer Protection, and you are eligible for compensation.
- ✔️ Incorrect ad description.
- Components that differ from both the photos and description are eligible for compensation
NOT COVERED
- ✖️ Wear and tear parts.
- Normal wear and tear of e.g. tires, chains, brake pads, bar tape
- ✖️ Adjustments.
- Adjustments to shifters, suspension, or brakes (including bleeds)
- ✖️ Cassette.
- Cassette replacement for bikes older than 3 years
RETURNS
A return is 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:
COMPENSATION AMOUNT: Repair costs or loss of value are determined based on industry standards and our experience. Please note that the amount may not fully cover shop estimates.
ONE CLAIM: Only one claim is allowed per order. Once compensation has been issued, the case cannot be reopened.
DO NOT USE: Do not use the item while a claim is active.
NO UNAUTHORIZED REPAIRS: All repairs must be approved before proceeding. Unauthorized repairs will not be covered.
SELF-PICKUPS EXCLUDED: Self-pickups are not covered under Buyer Protection. Please make sure to inspect the item carefully before finalizing the order.
Read the fine print in our term& conditions →
Real Buyer Protection with buycycle
Why buycycle's Buyer Protection actually works
IN-APP RESOLUTION CENTER
Easily negotiate and resolve issues directly with the seller in the app.
FAIR SOLUTIONS
Fair outcomes for every claim, supported by our team of experts.
BUYCYCLE EXPERTISE
Expert knowledge built on 10,000+ successful sales.
