Welcome to Cadence!

Our policies

Refund

It will be our pleasure, upon presentation of the electronic invoice, to refund any new and unused merchandise in its original packaging, within 15 days following the receipt of your order confirmation email, at Boutique Vélos Cadence store. All refunds will be made in the same form of payment as the original purchase. All shipping and oversize product fees that may have been charged at the time of purchase are non-refundable.

If you wish to return a product to our warehouse, please refer to the warehouse return instructions. The postmarked date on the package will be considered the date of return. Boutique Vélos Cadence is not responsible for any shipping, handling, packaging or any other potential fees incurred as a result of products returned to the warehouse.

Exchanges

It will be our pleasure, upon presentation of the electronic invoice, to exchange any new and unused merchandise in its original packaging, within 30 days following the receipt of your order confirmation email, at Boutique Vélos Cadence store. Exchanges will not be possible directly through our warehouse.

The following items cannot be refunded or exchanged: shorts, socks, underwear and helmets.

Warranty

It will be our pleasure, upon presentation of the electronic invoice, to repair or exchange any defective merchandise at Boutique Vélos Cadence store. This guarantee does not cover normal wear and tear, improper use and accidental breakage. See details in store.

Return Instructions

For your convenience, there are two available options for items eligible to be returned:

  • Return to our warehouse
  • Return to a retail store

For full details on each return option, please read the information below.

Return to our warehouse

If you wish to return an item to our warehouse:

  1. Call Boutique Vélos Cadence Customer Service at 450-482-0617 or send an email to info@velocadence.ca. Make sure to supply the Customer Service agent with your order number. You will then receive by email a shipping bill of lading, which will include a Return Merchandise Authorization (RMA) number and the return address of the warehouse. Note: You cannot return your order to the warehouse unless you complete this step.
  2. Pack the unused/unworn item(s) securely in the original product packaging with all paperwork, parts, and accessories to ensure credit.
  3. Go to a Canada Post office with your shipping bill of lading and you will be provided with a self-adhesive envelop to enclose it within. Make sure all extra labels are removed from the outside of the box.
  4. The package should be returned to our warehouse: Boutique Cadence Vélos : 345, Sir-Wilfrid-Laurier blvd, St-Basile-le-Grand (Quebec), J3N 1M2
  5. A return shipping charge of $8 will be deducted from the approved refund amount for all orders returned to our warehouse. A $10 additional fee will be applicable on any return including an oversize item – a package with a dimension of 1 meter or longer. Take note that all returns made in store are free. We cannot accept C-O-D-s.
  6. We recommend that you keep the return tracking number for your records. We will not be responsible for any damaged, misdirected or lost return packages.
  7. To receive credit, items must be returned within 15 days of the order date. The postmark date of the return package will be considered the return date.
  8. You can expect a refund, in the same form of payment originally used for the purchase, within two (2) weeks of our reception of the returned item(s).
  9. Credit for gift returns will be issued to the original purchaser.

If you have any additional questions, please contact a Customer Service agent at 450-482-0617 or send an email to info@velocadence.ca

Return to a retail store

To avoid all return shipping fees, you may return an item to Boutique Vélos Cadence store. Please follow these instructions:

  1. Pack the unused/unworn item(s) securely in the original product packaging with all paperwork, parts, and accessories to ensure credit.
  2. Bring your electronic invoice with you to the store as a proof of purchase and price paid.
  3. To receive credit, items must be returned within 15 days of the order date.
  4. Your refund will be in the same form of payment originally used for the purchase.
  5. If a gift card was used for payment and you return an item to Boutique Vélos Cadence store, the refund will be in the form of a gift card.
  6. If a promo card was used for payment and you return an item to Boutique Vélos Cadence store, any portion that was paid with a promo card will be applied to another promo card, if the promotion is still valid. Otherwise, only the amount applied to your credit card will be refunded.
  7. On presentation of the original invoice, credit for gift returns will be issued in the form of a Boutique Vélos Cadence gift card.

If you have any additional questions, please contact our Customer Service by phone at 450-482-0617 or send an email to info@velocadence.ca