Overview
We want you to be confident in your purchase. If something isn’t right, we’ll work with you to make it right within the guidelines below.
Returns must be initiated within 30 days of delivery. To be eligible, items must be unused, in their original condition, and in their original packaging. You’ll need a receipt or proof of purchase.
Please contact us before sending anything back. Returns sent without prior notice may not be processed.
What we cover
We stand behind the components we ship. If you receive a kit with a defective part, a damaged item, or incorrect components (including spokes cut to the wrong length on our end), contact us at [email protected] and we’ll replace the affected items at no cost to you, including shipping.
What we don’t cover
Wheel building is a skill, and the quality, longevity and safety of the finished wheel depends on the builder, which is you the customer. We can’t accept returns or offer refunds for:
- Wheels that won’t true, fail to hold tension, or develop problems after building
- Spoke breakage, rim damage, or hub wear resulting from the build or from use
- Components that have been installed, laced, or otherwise used
If you’re new to wheel building, we recommend reading through our Wheel Building Basics article before starting your build.
Compatibility
Our kits are curated so that the components within each kit are known to work together. It is the customer’s responsibility to confirm that a given kit is compatible with the bicycle it’s intended for: frame and fork spacing, axle standard, brake type, freehub body, tire clearance, and so on. If you’re unsure, email us before ordering and we’ll help you figure it out.
Unopened kits found to be incompatible with your bike can be returned within 30 days under the standard return terms.
Refunds
Once we receive and inspect your return, we’ll email you to confirm receipt and let you know whether the refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days.
If you haven’t seen the refund after that window, check with your bank or card issuer first as processing on their end can take additional time. If it still hasn’t appeared, email us at [email protected].
Return shipping
Unless the return is due to our error (defective, damaged, or incorrect items), the customer is responsible for return shipping. We recommend using a tracked service for anything valuable. We can’t issue a refund for items we don’t receive.
Ship returns to: 9805 Campo Rd Ste 165 – Box 162, Spring Valley, CA 91977-9997
Velolento LLC
Exchanges
We’re a small shop with a curated catalog, so we generally handle exchanges as a return-and-reorder rather than a direct swap. If you need a different kit or component, email us and we’ll walk you through the easiest way to do it.
Questions
Email [email protected] and we’ll get back to you.