Politique de remboursement

Online Order Return Policy

Mud Sweat and Gears & Vicious Cycle and Snow will accept online returns within 30 days from the order date, provided the following conditions are met. Refunds will not be issued until the returned product has been received at our main location and inspected.

  • Final Sale: All sale items (excluding bikes) are final sale and cannot be returned or exchanged.

Customer Responsibility

  • All return and exchange shipping costs are the sole responsibility of the customer.
  • COD (Collect on Delivery) shipments will not be accepted under any circumstances.
  • Exchanges and any shipping fees related to exchanges are the customer’s responsibility.

General Conditions

 

  • Products must be unused, undamaged, and in resalable condition.
  • Items must be returned in original packaging with the original receipt.
  • Sale items are final sale and cannot be refunded.
  • Online order cancellations requested after 48 hours of purchase are subject to a 2.5% transaction fee.
  • Online order returns are subject to a 3% restocking fee and a 2.5% transaction fee.

Product-Specific Conditions

  • Bicycles: Cannot be returned if ridden. Must remain in original packaging and be returned as received.
  • Parts & Accessories: Cannot be returned if installed on customer equipment.
  • Soft Goods & Personal Accessories: Cannot be returned if worn. Items with odors, dirt, or signs of wear will not be accepted. Please confirm sizing before purchase.
  • Eyewear: All eyewear is final sale and cannot be returned or exchanged. 

Policy Enforcement

Mud Sweat and Gears & Vicious Cycle and Snow reserves the right to refuse returns that do not meet the above conditions or that conflict with our Terms and Conditions.

All returns must be made to the following address:

ECOM RETURNS
Unit 101, 131 Portage Close
Sherwood Park, Alberta
T8H 2R5

If there are any questions, concerns or comments about returning a product please contact online@mudsweatandgears.ca

Online Order Cancellations

  • Timing: Online order cancellations requested after 48 hours of purchase are subject to a 2.5% transaction fee.
  • Processing Fees (Canada): Order cancellations are subject to a 2.5% processing fee on Canadian credit cards. American Express cancellations are subject to a 3.5% fee.
  • Processing Fees (International): Orders cancelled on credit cards billed outside of Canada are subject to a 3.5% processing fee.
  • Bicycles: Cancellations after a bicycle has been boxed for shipping are subject to a $60 boxing fee.
  • Shipped Orders: If an order is cancelled after it has shipped, return shipping costs are the sole responsibility of the customer.

In-Store Return Policy

Mud Sweat and Gears & Vicious Cycle and Snow will accept returns within 14 days of receipt of the product by the customer, provided the following conditions are met:

  • Final Sale: All sale items (excluding bikes) are final sale and cannot be returned or exchanged.
  • Bikes: Sale bikes can be exchanged or returned within 14 days of purchase as long as they are unused, undamaged, and in resalable condition.
  • Proof of Purchase: Items must be returned in their original packaging with the original receipt.
  • Condition: Products must be unused, undamaged, and in resalable condition.
  • Parts & Accessories: Cannot be returned if they have been installed on the customer’s equipment.
  • Soft Goods & Personal Accessories: Cannot be returned if worn. Items showing signs of use (e.g., odors, dirt, or visible wear) will not be accepted. Please confirm sizing before purchase.
  • Eyewear: All eyewear is final sale and cannot be returned or exchanged.

Christmas / Holiday Return Policy

  • Final Sale: All sale items (excluding bikes) are final sale and cannot be returned or exchanged.
  • Extended Returns: Items purchased in November and December may be returned until December 31st, provided they are in new condition with original packaging.
  • Boxing Day:
    • No returns or exchanges are accepted on Boxing Day (December 26th).
    • All Boxing Day sale merchandise is FINAL SALE.
  • Eyewear: All eyewear purchases are FINAL SALE, with no exceptions.
  • Special Orders & Sale Items: No refunds on special order items. Sale items are final sale.
  • Post-Holiday Purchases: Merchandise purchased after Boxing Day follows our standard 14-day exchange policy.

Price Guarantee

  • If an item you purchase goes on sale at a lower price within 14 days of your original purchase date, we will gladly honor the new price by refunding the difference. Proof of purchase is required.
  • This guarantee applies to identical items (same model, size, and color) and is valid for in-stock items only.
  • Clearance, final sale, special orders, and promotional offers are excluded.

Price Matching Policy

Mud Sweat and Gears & Vicious Cycle and Snow will consider price matching under the following conditions:

  • The item must be identical — same model year, size, and color.
  • The item must be in stock and available for shipping from the competitor.
  • We reserve the right to decline any price match request that does not meet these conditions or align with our store policies.
  • We do not price match any other retailers outside of Canada. 

In-Store Pickups

  • In-Store Pickup Requirements
    To collect an online order in-store, you must present:
    • Government-issued photo ID matching the name on the order
    • Order confirmation email (printed or digital copy)
    • Credit card used for the purchase
    • Proof of payment (e.g., a screenshot from your online banking showing funds withdrawn from the same card)
  • Any product not collected within thirty (30) days of the purchase date shall be deemed abandoned. In such cases, the purchaser acknowledges and agrees that the product will be subject to a restocking fee equal to twenty-five percent (25%) of the purchase price, representing storage, administrative costs, transaction fees and handling costs.

Sale & Discounted Items

  • Mud Sweat and Gears & Vicious Cycle and Snow reserves the right to reference in-store pricing if a dispute arises over an item’s listed price.
  • All sale items are final sale. Please ensure correct sizing before purchase by consulting the provided size charts for clothing and other items.
  • Questions or concerns about our shipping or product policies can be directed to online@mudsweatandgears.ca.

Taxes

  • Applicable provincial sales tax (PST, HST, QST) is charged at checkout on all products shipped outside of Alberta.
  • Bicycles are PST exempt in the province of British Columbia.