Refund policy

At Kona, we strive to ensure that you are satisfied with your purchase. If you need to return an item, please carefully review our return policy outlined below.

 

Returns for Bikes

1. Eligibility for Bike Returns:

  • Bikes can only be returned if they are in pristine, unridden condition and have not been assembled or used in any way.
  • All original packaging, components, and materials must be included in the return.

2. Return Process for Bikes:

  • If you decide to return a bike, you must notify us within 14 days of receiving the item.
  • Returns are subject to a 20% restocking fee to cover the costs associated with inspection, re-packing, and restocking the bike.

3. Important Conditions:

  • Bikes that show signs of use, assembly, or damage will not be eligible for return.
  • You are responsible for the shipping cost to return the bike unless the return is due to an error on our part (e.g., incorrect or defective item).

 

Returns for Non-Bike Items

We accept returns for non-bike items under the following conditions:

1. Eligibility for Non-Bike Returns:

  • Items must be returned in their original, unused condition with all packaging, tags, and accessories intact.
  • Items must not show signs of use, wear, or installation (if applicable).

2. Return Process for Non-Bike Items:

  • Notify us of your return within 30 days of receiving the item.
  • Once we approve the return, ship the item back to us using a trackable shipping method. Shipping costs for the return are the responsibility of the customer unless the return is due to an error on our part (e.g., incorrect or defective item).

3. Refund Policy for Non-Bike Items:

  • Refunds for non-bike items will be processed within 10 business days of receiving the returned item.
  • Refunds will be issued to the original payment method, minus any shipping costs if applicable.

 

How to Initiate a Return

1. Contact our customer service team at support@konaworld.ca to request a return authorization.

2. Include the following information in your request:

  • Order number
  • Item(s) being returned
  • Reason for the return

3. Upon approval, you will receive instructions for shipping the item(s) back to us.

 

Exclusions

  • Items marked as final sale or non-returnable are not eligible for return.
  • Modified bikes and/or parts are not eligible for return.

 

Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately. We will work to resolve the issue promptly, including replacement, repair, or refund as necessary.

 

Thank you for choosing Kona. If you have any questions about our return policy, please don’t hesitate to contact us.