Refund policy

Last updated: 21 October 2026

1. Returns

Volcan Bikes SA accepts eligible change-of-mind returns within 14 days of purchase, subject to the conditions below and your rights under applicable South African consumer protection laws.

To qualify for a change-of-mind return:

The bicycle must be unused, unridden and in its original condition.
The bicycle must be returned in its original, undamaged packaging, with all supplied components, accessories, manuals and documentation.
You must provide your receipt, order confirmation or other valid proof of purchase.
You must contact us at info@volcanbikes.com before returning the bicycle to obtain return instructions.

Bicycles that have been ridden, used, damaged after delivery or returned without their original components or packaging may not qualify for a change-of-mind return.

Once we receive the bicycle, we allow 2–3 working days to assess the return. We will notify you of the outcome once the assessment is complete.

If more than 14 days have passed since your purchase, we may be unable to accept a change-of-mind return. This restriction does not affect any rights you may have under applicable law, including your rights relating to defective goods.

2. How to Start a Return

Please email info@volcanbikes.com before sending or bringing a bicycle back. Include your order number, proof of purchase, the bicycle model and the reason for the return.

Our team will review your request and provide the applicable return instructions.

Unless we agree otherwise or applicable law requires otherwise, customers are responsible for the courier costs associated with change-of-mind returns. Returned bicycles must be packaged securely and appropriately for transport.

Please retain your courier tracking details and proof of shipment.

3. Damaged, Defective or Incorrect Bicycles

Please inspect your bicycle upon delivery or collection and contact us as soon as reasonably possible if it is damaged, defective, incomplete or different from the product ordered.

Email info@volcanbikes.com with your order number, a description of the issue and clear photographs or videos where appropriate.

We allow 2–3 working days to assess a return, repair or warranty claim after receiving the bicycle and the information reasonably required for the assessment. We will then advise you of the next steps.

Depending on the assessment and the nature of the issue, the appropriate remedy may include a repair, replacement, refund or another remedy available under applicable law.

Nothing in this policy limits your rights under the Consumer Protection Act or other applicable South African legislation.

4. Exceptions and Non-Returnable Items

Bicycles used, ridden, damaged after delivery or returned in a condition that does not meet the change-of-mind return requirements may not qualify for a change-of-mind return.

Promotional and sale bicycles are subject to the same statutory consumer protections as other bicycles. Sale items are not excluded from refunds, repairs or replacements where a remedy is required by law.

All change-of-mind return requests remain subject to the conditions in this policy. These conditions do not exclude your statutory rights regarding defective or non-compliant goods.

If you are unsure whether your bicycle qualifies for a return, please contact us before sending it back.

5. Exchanges

Exchanges are subject to product availability and approval.

If you would like to exchange a bicycle for a different model, size or colour for a change-of-mind reason, please contact us within 14 days of purchase to discuss the available options. The bicycle must meet the applicable change-of-mind return conditions.

Exchanges for defective or damaged bicycles will be handled in accordance with the applicable warranty terms and South African consumer protection laws.

6. Refunds

Once we receive your returned bicycle, we allow 2–3 working days to assess the return. We will notify you whether your refund has been approved.

If approved, refunds will be processed to your original payment method unless otherwise agreed or required by law.

Please allow up to 14 working days for an approved refund to reflect in your account. Processing times may vary depending on your bank or payment provider.

Unless applicable law requires otherwise, original shipping and handling charges for change-of-mind returns are non-refundable. Where a refund or other remedy is required by law, the applicable statutory requirements will take precedence over this policy.

If your refund has not reflected after 14 working days from confirmation that it has been processed, please contact us at info@volcanbikes.com.

7. Shipping and Delivery

Volcan Bikes SA uses third-party courier services to deliver bicycles to customers across South Africa.

Delivery times are estimates and may vary depending on the destination, courier availability, stock availability and other circumstances.

Courier Delivery and Bicycle Assembly

Bicycles delivered by courier will be shipped boxed and will require assembly before they can be ridden.

Customers are responsible for arranging assembly after delivery. For safety, we strongly recommend that final assembly, adjustments and safety checks are performed by a qualified bicycle mechanic.

Please do not ride a bicycle until it has been correctly assembled and all safety checks have been completed.

Collection from Volcan Bikes SA

Customers who collect their bicycles directly from Volcan Bikes SA at the following address will receive free bicycle assembly:

Volcan Bikes SA
1 Bell Street
Meadowdale
Germiston, 1401
South Africa

Please confirm collection arrangements with us before travelling to collect your bicycle.

Outlying Area Shipping Disclaimer

We offer free delivery within 50 km of designated major city centres in South Africa, subject to the shipping terms displayed on our website at the time of purchase.

Customers located outside these delivery areas, including farms, game reserves and other remote or outlying locations, may be charged an additional delivery fee. Any applicable additional charges will be communicated before the order is finalised or delivery is arranged.

Oversized or Bulk Item Shipping

Certain bicycles, bicycle accessories or bulky products may require specialised delivery arrangements and may incur additional shipping charges where these are not included in the standard delivery terms.

Any applicable additional charges will be communicated before the order is finalised or the additional service is arranged.

8. Warranty

Bicycles sold by Volcan Bikes SA may be covered by a manufacturer's or supplier's warranty, subject to the applicable warranty terms for the specific bicycle.

Unless otherwise stated in the relevant warranty documentation:

Warranty claims apply to the original purchaser and are not transferable.
Proof of purchase must be provided when submitting a warranty claim.
All warranty claims are subject to assessment to determine whether the issue is covered by the applicable warranty.
We allow 2–3 working days for the initial assessment of a warranty claim after receiving the bicycle and the information reasonably required.
Labour, removal, installation, assembly or replacement costs are not covered unless expressly included in the applicable warranty terms.
Customers may be responsible for transporting or shipping a bicycle for warranty assessment where permitted by law and the applicable warranty terms.

Warranty coverage may exclude damage caused by misuse, accidents, unauthorised modifications, improper assembly, failure to maintain the bicycle or normal wear and tear, subject to the applicable warranty terms and law.

A manufacturer's warranty does not replace or limit any rights or remedies available under South African law, including statutory rights relating to defective goods.

Please contact info@volcanbikes.com to initiate a warranty claim and receive instructions before sending or delivering your bicycle for assessment.

9. Contact Us

For cancellations, returns, refunds, exchanges, delivery enquiries, repairs or warranty claims, please contact:

Volcan Bikes SA
Email: info@volcanbikes.com
Collection address: 1 Bell Street, Meadowdale, Germiston, 1401, South Africa

Please include your order number and relevant supporting information so that we can assist you efficiently.

This policy is subject to applicable South African consumer protection laws. Where any provision of this policy conflicts with a consumer right that cannot lawfully be excluded or restricted, the applicable law will take precedence.