Return Policy
Updated September 15, 2026
Go Grava is a small, locally owned business. Shipping, payment processing, and handling create real costs for our shop. This policy explains which returns we accept, the fees that apply, and who pays return shipping.
Which items can be returned?
All sales are final unless an item qualifies for one of the returns described below. Go Grava accepts returns of defective items.
Eligible non-bicycle, non-custom, full-price items purchased online may be returned within 30 days of delivery. They must be unused, unworn, in their original condition and packaging, and accompanied by proof of purchase. Returned items must pass inspection.
The unused-condition requirements do not prevent a return of a defective item. Contact us about defective or incorrectly shipped items even if the standard 30-day window has passed.
Defective items and shipping damage
If an item is defective, email support@gograva.com for assistance and return instructions. This exception also applies to bicycles, special orders, and sale items. Manufacturer warranty assistance may also be available.
For shipping damage, contact us for assistance and see the Shipping Policy for the claim process.
Bicycle compatibility
The purchaser must ensure that the item ordered is correct for their bicycle and meets all compatibility requirements. When Go Grava supplies the item ordered, incompatibility is the purchaser’s responsibility; it does not make the item defective or incorrectly shipped.
For help confirming compatibility before ordering, email support@gograva.com. Include your bicycle’s make, model, year, and the item you want to buy.
Returns because an item is incompatible must still meet this policy’s eligibility requirements and are subject to the applicable fee and purchaser-paid return shipping.
Sale and clearance items
All sale, discounted, and clearance items are final sale. Returns are not accepted for these items, except for defective items under this policy. Confirm sizing and compatibility before purchasing.
Special orders and cancellations
Special orders incur a 20% cancellation fee once the order has been placed with our supplier, even if the item has not shipped. Fulfilled special orders are non-returnable, except for defective items.
Non-returnable items
Except for defective items, the following cannot be returned:
- Bicycles, e-bikes, and e-scooters once they leave the store
- Custom items and fulfilled special orders
- Sale, discounted, and clearance items
- Gift cards and digital products
- Used, washed, or customer-damaged goods, including items with smoke or perfume odors, pet hair, stains, or other signs of wear
Return fees
Bicycles and larger shipments: Approved returns are subject to a restocking and handling fee of up to 20% of the returned item’s purchase price, or the amount needed to recover Go Grava’s actual shipping and processing expenses, whichever is greater.
Other online orders: Approved returns incur a 3% processing fee on the purchase price of the items returned, deducted from the refund.
These are separate categories: the 3% fee is not added to the bicycle and larger-shipment fee. Return shipping costs are separate. Paying a fee does not make a non-returnable item eligible for return.
Who pays return shipping?
Go Grava pays for shipping back to the store only when we shipped an incorrect item whose SKU (product code) does not match the SKU ordered. In all other cases, return shipping is the purchaser’s responsibility. Contact support@gograva.com for instructions before returning an incorrect item.
Ordering the wrong size or an incompatible part is not an incorrectly shipped item when the SKU supplied matches the SKU ordered. The purchaser pays return shipping in those cases.
Original shipping charges are non-refundable. For returns valued over $75, we recommend tracked shipping or shipping insurance.
Exchanges
We offer exchanges for incorrect clothing sizes and defective or damaged items, subject to the eligibility and final-sale rules above. Purchasers pay return shipping unless Go Grava shipped an incorrect item with a non-matching SKU.
Refused or missed deliveries
Bicycle shipments require a signature. If a shipment is returned because delivery was refused or no one signed for it, the purchaser is responsible for return freight and any additional reshipment charges. Original shipping charges are non-refundable. Applicable return fees still apply if a return is approved. A refused or missed delivery is not an automatic cancellation.
Reshipment charges must be paid before the order is sent again. See Shipping Policy for current shipping details.
How to request a return
Email support@gograva.com with your order number, the item, and the reason for the return. For an incorrect item, include the SKU ordered and the SKU received; for a defect, describe the problem and include photos. We will provide return instructions.
How refunds are processed
Approved refunds are issued after inspection to the original payment method, less applicable return fees. Processing times vary by bank and payment provider. If your refund is delayed, check with your bank or card provider, then contact us.
For merchandise purchased with rewards cash, the rewards portion is credited back to the Rewards Account under our Rewards and Gift Card Policy.
