Return & Cancellation

30-day window Most items can be returned within 30 days of receipt, as long as they arrive back in new condition. If something is not right, here is how to start one.

Step 1 — Contact us. Message us on WhatsApp or use the form on our Contact page, and tell us which item you want to return and why. We will get back to you within 24 hours.

Step 2 — Pack it up. Once you have the return instructions from us, pack the item in its original packaging.

Step 3 — Send it back. Hand the package to the courier we specify in the return instructions, and share the tracking number with us so we can watch for it.

Step 4 — Refund. Most returns are processed within 5 business days after the package reaches us. The refund goes back to your original payment method, and you will receive a confirmation email once it has been issued.

Items need to come back in new, unused condition, with all original tags, accessories and packaging. A bike that has been ridden, fitted with accessories, or built to a custom colour or component spec cannot be returned as new.

Message us before you send anything. Tell us the order reference and the reason, and we will confirm the return address and the shipping method — returns sent without our confirmation take much longer to process.

Our return address: Honghui Company, Room 301, Building 3, Dezhou Industrial Park, No. 16 Dongmen Middle Road, Xiaobian, Chang'an Town, Dongguan, Guangdong, China

Note: please do not send your return to the address printed on your package. That is not our return address, and it will slow down the processing of your return.

Before production starts You can cancel or change an order any time before production begins — tell us as early as you can and we will refund your deposit or adjust the order. Everything is confirmed in your quote first, so there is a clear line between "not started" and "already building".

After production starts Once frames are painted to your spec and components are fitted, the bike can no longer be resold as new. Message us on WhatsApp and we will be straight with you about where you stand — we will always look for a solution rather than leave you holding a problem.

Every bike is inspected before it is packed, but a long crossing can still be hard on a carton. If anything arrives damaged or missing, message us on WhatsApp with photos as soon as it lands and keep the packaging until we have sorted it. Transit damage is ours to solve, not yours.

A warranty claim is not a return. Our MINT frames carry a 5-year warranty against manufacturing defects, and every frame is inspected before it ships. Message us with photos and a description and we will arrange replacement parts. Wear parts — tyres, brake pads, chains, cables and grips — are consumables and are not covered.

Refunds go back the way you paid. Most returns are processed within 5 business days after we receive the package, and you will get a confirmation email as soon as the refund has been issued. How long it takes to appear on your statement depends on your payment provider.

Bikes that have been ridden, bikes built to your own colour or component spec, and accessories already fitted to a bike cannot be returned as new. If you are unsure whether your case qualifies, ask us before you act.