Reyurn Policy

All return requests must be initiated by completing the Toccay After-Sales Request Form. Please do not ship any items back to us without receiving prior authorization. Any items returned without an official approval will not be eligible for a refund.

Any issues regarding damaged or missing merchandise must be communicated to Toccay within 7 days of delivery. If notification is not received within this 7-day window, Toccay will not be held responsible for any damage or loss.

1. CANCELLING OR MODIFYING AN ORDER

  1. Standard Orders: If you wish to modify or cancel your order, please contact Toccay via email or our official live chat within 24 hours of placement. Requests made after this 24-hour window may not be granted or may incur additional administrative fees.

  2. Custom Orders: For orders involving custom carbon fiber configurations (custom rims, upgraded hubs, specific spoke patterns, or custom decals), modifications or cancellations are generally not permitted once 24 hours have passed, as production begins immediately.

  3. Pre-Shipment: You may notify us of a cancellation via email before the order ships. Please note that in some instances, orders may be dispatched before the notification is processed.

  4. Post-Shipment: Once an order has been handed over to the carrier, it cannot be cancelled or modified under any circumstances.

2. DAMAGED OR MISSING PRODUCTS

  1. Arrival Inspection: Please inspect your package thoroughly upon arrival. If there is visible external damage, take clear photos and reject the package. Notify Toccay within 7 days of the attempted delivery.

  2. Claims: If a claim is filed with the shipping company, please provide Toccay with the compensation/claim number to facilitate our tracking and support process.

  3. Concealed Damage: If you discover damage after signing for and opening the package, contact Toccay within 7 days. Once a return is approved, the item must be shipped back within 30 days of the original delivery date.

  4. Verification: Upon receiving the returned goods, Toccay will verify the issue within 10 days. We will then contact you regarding a full refund or replacement. Refunds will be issued to your original payment method.

3. VOLUNTARY RETURNS (Non-Defective)

We want you to be fully satisfied with your Toccay wheelset. If a product does not meet your expectations, it may be returned subject to the following conditions:

  • Timeframe: Contact us via email or live chat within 30 days of delivery to request approval.

  • Costs: The customer is responsible for the original shipping cost, return shipping costs, and any associated taxes, duties, or customs fees.

  • Exclusions: A product does not qualify for a return if:

    • The product has been mounted or used.

    • The original packaging is damaged or missing.

    • The product shows signs of wear or damage.

    • The product is a "Limited Edition" or no longer in production.

    • No proof of purchase is provided.

4. MANUFACTURING DEFECTS

If you suspect a manufacturing defect within 3 years of the delivery date, please complete our After-Sales Request Form immediately. Detailed terms can be found in our Warranty Policy.

5. REFUND PROCEDURE

  1. Approval: Once your return meets Toccay’s standards, we will confirm the refund amount within 10 business days.

  2. Processing: Refunds are sent to the original payment account. While Toccay processes these immediately upon approval, please allow additional time for your bank to complete the transaction. If you haven't received your funds within 7 days of our notification, please contact your financial institution.

  3. Rejections: Returns that do not meet our standards will be rejected and shipped back to the customer at their expense.

  4. Fees: Please note that the refunded amount excludes non-refundable transfer fees or fluctuations in foreign exchange rates.

  5. Errors: If Toccay ships the incorrect item, we will take full responsibility for all return shipping costs.

CONTACT US

For any questions regarding your purchase, shipping, or warranty, please reach out to our dedicated team:

  • Email: Wheelsetdivision@toccaycycling.com

  • Live Chat: Available on our official website.

Toccay is committed to expanding our global service network to provide high-performance support to riders worldwide, ensuring you spend less time waiting and more time riding.