At ROCKSHOX Sales, we stand behind our premium cycling components with the same confidence you place in them on the road or trail. If for any reason your purchase doesn’t meet your expectations, our returns process is designed to be as smooth as a well-tuned drivetrain.

Eligibility for Returns & Exchanges

To qualify for a return or exchange:

  • Items must be in new, unused condition with original packaging
  • Returns must be initiated within 15 days of receiving your order
  • Proof of purchase is required (order number or receipt)

Non-Returnable Items

For safety and hygiene reasons, the following components cannot be returned:

  • Chains (once removed from packaging)
  • Handlebar Tape (unwound products)
  • Cassettes (installed or used items)
  • Bottom Brackets (installed components)

These restrictions mirror the precision requirements of high-performance cycling components where installation often constitutes use.

Returns Process

Follow these steps to return your cycling components:

  1. Initiate Your Return: Email us at [email protected] with your request using the template below
  2. Receive Authorization: We’ll respond within 48 hours with return instructions and an RMA number
  3. Package Securely: Repack items in original packaging with all included components
  4. Ship Your Return: Send to our Fayetteville facility (return shipping is customer’s responsibility)
  5. Inspection & Processing: We’ll inspect items upon arrival and process your refund within 3 business days

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Body:

Dear ROCKSHOX Sales Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) for return: [Product Name(s) and SKU if available]
  • Reason for return: [Please specify – wrong item, defective, etc.]
  • Preferred resolution: [Refund / Exchange for (specify product)]

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Timeline & Methods

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Bank Processing: Additional 3-10 business days depending on your financial institution

For exchanges, we’ll ship your replacement item via your original shipping method once the return is processed.

Exchange Policy

Prefer a different component? We offer exchanges for items of equal or greater value:

  • Exchanges must meet the same eligibility criteria as returns
  • Price differences will be charged/refunded as appropriate
  • Exchanges ship once we receive and process your return

Damaged or Defective Items

If you receive a damaged or defective component (rare, but it happens even with premium parts):

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect and packaging
  • We’ll arrange a prepaid return label if needed
  • Expedited replacement shipping at no extra cost

Performance Cyclists Deserve Premium Service

We understand that when you’re upgrading your ride, every component matters. Our returns policy reflects our commitment to precision – in both our products and our service. Should you need to return any items, we’ll handle your request with the same attention to detail we apply to manufacturing our drivetrain components.

For any questions about returns, contact our team at [email protected].