At SRAM Sales Store, we stand behind our premium e-bike components and accessories with the same confidence we have in our disc brake systems. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be unused and in its original packaging
  • Return request must be made within 15 days of receiving your order
  • Proof of purchase is required

Note: For safety and hygiene reasons, the following products cannot be returned or exchanged: Brake Pads, E-Bike Tires & Tubes, Anti-Puncture Foam, and E-Bike Saddle unless they arrive defective or damaged.

Return & Exchange Process

Step 1: Submit Your Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear SRAM Sales Store Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Product Name: [Product Name]

Reason for Return/Exchange: [Please specify]

For exchanges, please indicate the replacement product: [Product Name]

Attached is a photo of the product in its original condition (if applicable).

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Authorization

Our team will respond within 24 hours (weekdays) with:

  • Return authorization number
  • Shipping instructions
  • Return address (661 Freed Drive, MEMPHIS, US 79245)

Step 3: Ship Your Return

Package the item securely with all original packaging and accessories. Include the return authorization number clearly on the package.

Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

Once received, we’ll inspect the item and process your request within 3-5 business days.

Refund Information

Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).

Processing Time:

  • Credit/Debit Cards: 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Note: Shipping fees are non-refundable unless the return is due to our error.

Exchange Information

For exchanges:

  • We’ll ship your replacement item once the return is received and approved
  • Standard shipping rates apply for exchanges unless the exchange is due to our error
  • If the replacement item costs more, you’ll be invoiced for the difference

Damaged or Defective Items

If you receive a damaged or defective e-bike component (including E-Bike Drivetrain, Disc Brakes, or E-Bike Forks):

  1. Contact us immediately at [email protected]
  2. Include photos of the damage/defect
  3. We’ll arrange for a replacement or refund at no additional cost to you

Questions?

Our customer service team is ready to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24 hours on weekdays.

Remember, our goal is your complete satisfaction with every e-bike component purchase, just as we’re committed to precision in every product we sell.