Refund policy

Bikes Policy (Framesets and Complete Bikes)

Upon receipt of the initial payment for a bike frame or a complete race bike, the customer’s order is deemed final and binding.

The customer expressly acknowledges that False Flat immediately commits to the procurement of the ordered product from the bike manufacturer upon payment. Accordingly, cancellation of the order by the customer is not permitted once the first payment has been received.

Orders cannot be cancelled or refunded on grounds of delayed delivery, where such delay results from the manufacturer’s late delivery to False Flat.

Following initial payment, the customer may not request changes to the specification of their order, including but not limited to colour, components, or size.

Return and refund of the bike or frame is only possible after final payment and delivery to the customer, and solely in cases where a manufacturing or technical defect is present and evidenced upon receipt of the product. In all other circumstances, returns or refunds are excluded.

Shoes

Shoes may only be returned if they are completely undamaged, unmarked, and in their original packaging. The customer is solely responsible for the cost and organization of the return shipment. Returns should be sent to the following address: False Flat B.V., Vliegtuigstraat 25, Amsterdam 1059CL.

All products Including Bikes

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@falseflat.cc. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package to. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at contact@falseflat.cc. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as energy bars and drinks) and custom products (such as personalized items or custom bikes). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@falseflat.cc.