Refund policy

Pickens Cycles is operated by Pickens Design Group LLC. This policy applies to purchases made directly from Pickens Cycles. The policy and any order-specific terms provided before purchase govern your order; later changes do not apply retroactively.

Choosing a trike is an important purchase. We encourage you to book a demo when available and confirm fit, specifications, and transport dimensions before ordering. Trikes involve significant assembly and freight costs, so change-of-mind returns are limited.

Approved voluntary returns of eligible stock trikes and accessories carry a 20% restocking fee, plus the shipping costs described below. Custom and other items identified as final sale before purchase are excluded. These restrictions do not limit rights concerning defective, damaged, incorrectly supplied, or misdescribed goods, applicable warranties, or cancellations required by law.

Eligible stock trike returns

To request a change-of-mind return of a stock trike, email us within seven calendar days after receipt. The trike must reach the return destination we designate within 15 calendar days after receipt, unless we confirm an extension in writing. Receipt means delivery shown by the carrier's records or the date of collection or handover to you, subject to correction of a delivery-record error.

A stock trike is a standard pedal or electric-assist model in our inventory that was not identified as a special order or final sale before purchase. Normal assembly and rider-fit adjustments alone do not make a stock trike a custom order.

The trike must be complete and suitable for resale as new, with all supplied components, documents, chargers, keys, and accessories. Use must be limited to reasonable inspection; a trike used for regular rides is ineligible. Damage, modifications, dirt, wear, or missing items may disqualify a return. Use the original protective packaging or an equivalent we approve.

Written authorization is required before shipping. We will reasonably extend the return deadline if our authorization process or a carrier delay outside your control prevents timely arrival after you requested authorization on time and followed our dispatch instructions. Authorization permits shipment for inspection; the final determination uses the conditions stated in this policy.

Restocking fees and shipping costs

The restocking fee is 20% of the price actually paid for the returned item after discounts, excluding taxes and shipping. It covers ordinary return administration, inspection, standard resetting and repackaging, and the handling involved in putting the item back into inventory. It applies only to approved voluntary returns and only where lawful.

You pay for appropriate return packaging, freight or parcel service, required shipment insurance, and associated carrier charges. Shipping or delivery charges already paid for the original delivery are not refundable on a voluntary return.

If we subsidized outbound shipping, an additional deduction is limited to the smaller of: (1) the documented actual outbound freight cost minus original shipping charges already retained, with a minimum of zero; or (2) the additional shipping-recovery dollar amount disclosed and accepted before purchase. Without that advance disclosure, no additional absorbed-shipping deduction applies. The same freight cost will not be charged twice.

If an item arrives outside the agreed condition, we may decline the voluntary return or offer a reduced refund. Any additional reduction must reflect documented loss beyond what the restocking fee covers, such as missing equipment or customer-caused damage. We will provide an itemized explanation before resolving the return. We will not both reject the return and keep the item and purchase price, or impose an additional charge without agreement or a lawful basis.

The 20% fee and voluntary-return shipping deductions do not apply to an incorrect item, damage during shipping we arranged, a covered warranty remedy, or a return or cancellation required by law.

Items excluded from change-of-mind returns

Special orders, personalized products, and customer-specific modifications are final sale when that status is disclosed before purchase. Examples include non-stock trikes sourced for your order, custom finishes, requested drivetrain changes, and separately commissioned electric-assist installations. A preorder label alone does not make an otherwise standard product a custom item; your order terms must identify its status.

Demonstration, used, clearance, and discounted products are excluded only when identified as final sale before purchase. A discount by itself does not remove return eligibility. Final sale concerns voluntary returns and is not a disclaimer of product condition, applicable warranties, or legal rights.

Separately purchased electrical components, including batteries and chargers, are ineligible for change-of-mind return once their product packaging is opened or they have been installed, connected, charged, programmed, or used. This restriction does not make an otherwise eligible complete electric-assist trike nonreturnable merely because it was supplied assembled or charged by us.

Cancellations, deposits, and preorders

Email rj@pickenscycles.com promptly with your order number. For an eligible standard order, we must receive your cancellation before any order-specific preparation begins and before carrier or customer handover for a full refund. For a special order, we must receive it before any agreed work or binding order-specific supplier commitment begins and before handover. The earliest applicable event ends free voluntary cancellation. Costs incurred after a timely cancellation that qualifies for a full refund will not be charged to you.

Preparation includes assembly, modifications, or parts procurement specifically for your order; merely acknowledging payment does not count. Once that work or commitment begins, we do not offer routine voluntary cancellation. A request at that stage requires our written agreement unless cancellation is required by law. A shipped stock item may still qualify for return under the stock-trike rules above.

If we agree to a later voluntary cancellation, any deduction must be lawful, itemized, and limited to reasonable, documented costs that cannot be recovered, such as agreed work already performed or unavoidable supplier charges. We credit expenses avoided and amounts recovered and do not charge twice for the same loss. The 20% return fee is not an automatic cancellation charge.

Special-order and preorder terms, including any deposit conditions, must be provided and accepted before payment. This policy does not automatically forfeit a deposit or the full purchase price. If the transaction is canceled or otherwise ended, we will refund the balance after only lawful deductions. These provisions do not restrict statutory cancellation rights or permit us to retain payment for unfulfilled goods beyond amounts we are legally entitled to retain.

If we cannot ship within the promised timeframe—or within the applicable legal timeframe when no shipping date was stated—we will notify you and provide the delay-consent or cancellation options required by law. We will refund unshipped items when cancellation is required or validly elected under those rules, without a cancellation fee. If we cancel an order because we cannot fulfill it, we will refund all amounts paid for the canceled items, including associated shipping charges.

Shipping damage, incorrect items, and defects

Please inspect your delivery promptly. Where practical, photograph the packaging before opening and note visible freight damage on the delivery receipt. Contact rj@pickenscycles.com as soon as possible, preferably within 48 hours of delivery, with your order number, a description, and available photographs. Keep packaging and affected parts where safe and practical.

The 48-hour reporting request helps us investigate and pursue freight claims; it is not a cutoff for warranty or legal rights. Signing a delivery receipt or discovering concealed damage later does not, by itself, remove those rights. Original packaging and unused condition are not blanket requirements for a valid defect claim.

Stop riding or charging the trike if the issue could affect safety. We will evaluate the problem and arrange an appropriate remedy under the applicable warranty and law. Depending on the issue, this may involve replacement parts, an agreed repair through a qualified local bicycle shop, replacement, or a refund. Repair may be appropriate where permitted; this does not make repair your exclusive remedy or remove a right to reject goods or obtain a refund when the law provides one.

Contact us before arranging repairs for which you want reimbursement so we can agree on the work and cost. This request does not restrict remedies or reimbursement required by law. You will not be required to obtain payment from a carrier before we provide a remedy we owe you.

For an incorrect item or shipping damage on a shipment we arranged, we will arrange and pay for necessary return or replacement shipping. For warranty claims, shipping and labor responsibilities follow the applicable warranty and law; this return policy adds no freight charge or restocking fee to a covered warranty remedy.

Separately purchased accessories and merchandise

For eligible stock accessories, parts, and apparel, request a change-of-mind return within seven calendar days after receipt. Final-sale and electrical-component exclusions above apply.

The item must be unused, unworn, unwashed, uninstalled, and complete, with its original product packaging and any tags. Provide your order number or other proof of purchase. After written authorization, dispatch it within 14 calendar days unless we agree otherwise.

Approved voluntary accessory returns carry the same 20% restocking fee and shipping terms described above. Defects, seller errors, and legally required remedies are handled separately.

How to arrange a return

Email rj@pickenscycles.com with your order number, the item, and the reason. For trikes, include available condition photographs to help us plan the return. Obtain written return authorization and shipping instructions before sending a voluntary return. We will specify the destination, authorization reference, packaging requirements, and dispatch arrangements. Do not send products to our mailing address without instructions.

Use tracked shipping and follow the agreed packing instructions. For voluntary returns, you are responsible for damage caused by your inadequate packaging or failure to follow those instructions. If we arrange the carrier, we will coordinate any transit claim and explain the outcome; you will not be charged for damage caused by our instructions or our own acts or omissions.

We may consider exceptions to voluntary-return eligibility, but any exception and its terms must be confirmed in writing before dispatch. An exception for one order does not change the policy for another.

Authorization requirements do not prevent you from giving a legally effective rejection or cancellation notice. Contact us to coordinate any legally required return; its conditions, costs, and deadlines follow applicable law.

Electric-assist trikes and batteries

Lithium batteries require special shipping arrangements. Do not independently ship an electric-assist trike or battery back to us. Tell us about any battery damage, swelling, overheating, or recall so appropriate handling can be arranged. Do not use an ordinary return label for a damaged or defective battery.

Refused or undeliverable shipments

Refusing delivery does not by itself create a change-of-mind return right. If delivery fails because of an incorrect address you supplied, missed agreed delivery arrangements, or an unjustified refusal, we may seek reasonable, documented carrier charges for redelivery, return freight, or storage, to the extent permitted by law. We will explain the charges and available next steps; this does not automatically forfeit the purchase price.

This provision does not apply to a lawful rejection, valid cancellation, or a delivery problem caused by us or the carrier. Report visible damage or an incorrect shipment promptly so we can help coordinate the response.

Refunds and exchanges

For an eligible voluntary return, we will inspect the item and initiate the refund to the original payment method within 10 business days after receiving it. If there is an eligibility or condition issue, we will explain it within that period. The refund reflects the item price paid, less the restocking fee and other permitted deductions, plus the sales-tax refund required by applicable law. We will provide the calculation.

For a qualifying cancellation before work begins, we will initiate the refund within seven business days after receiving notice. For an agreed later voluntary cancellation, we will initiate the undisputed refund within seven business days after agreement. Legally required refunds follow their own legal trigger and deadline and are not delayed until approval, inspection, agreement over deductions, or a carrier claim is completed. Any shorter mandatory deadline takes priority.

Your bank or payment provider may take additional time to post the credit. Contact us if you have not received it within 15 business days after our refund confirmation. We do not substitute store credit for a monetary refund you are entitled to receive unless you choose it.

We do not offer direct change-of-mind exchanges. Arrange an eligible return and a separate purchase; placing another order does not waive the return conditions or fees. This does not affect a replacement provided to resolve a defect or other covered issue.

Your legal rights

Certain purchases made at homes, temporary sales locations, or events may qualify for a statutory cooling-off period. Where applicable, we will provide the required notices and cancellation forms and honor a timely cancellation without a cancellation or restocking fee. We will arrange collection or return at our expense when required by law. You may use any legally valid cancellation method; a return authorization is not required to exercise that right.

Nothing in this policy excludes or limits consumer protections, applicable warranties, or other rights that cannot lawfully be excluded. If a provision conflicts with mandatory law applicable to your purchase, that law controls. This policy does not create a separate product warranty or reduce any applicable warranty coverage.

Contact

Pickens Cycles  
Pickens Design Group LLC  
Email: rj@pickenscycles.com  
Mailing address: 6 Camrose Dr., Greer, SC 29651, United States

For voluntary returns, please contact us to obtain written authorization before shipping any items. Once your return is authorized, we will provide detailed packaging and shipping instructions.