Hey Riders,

At Lifeline Shop, we’re cyclists just like you. We know that getting the right part for your ride is crucial. That’s why we stand behind the quality of every component we sell. If something isn’t right, we’ll make it right. Our returns and exchanges policy is designed to be straightforward and fair, because trust is the most important component in any relationship.

Our Policy at a Glance

  • Return Window: 15 days from the date you receive your item.
  • Condition: Items must be unused, in their original packaging, and in the same condition as when you received them.
  • Non-Returnable Items: For safety and hygiene reasons, certain items cannot be returned. See the list below.
  • How to Start: Email us at [email protected] to get a Return Authorization (RA) number.

The Detailed Process: How to Return or Exchange an Item

Step 1: Contact Us Within 15 Days

Send an email to [email protected] with the following information:

  • Your full name and order number.
  • The product name and the reason for the return or exchange.
  • Whether you want a refund, exchange, or store credit.

We will respond within 2 business days with a Return Authorization (RA) number and instructions on where to send the item.

Important: Returns sent without an RA number cannot be processed.

Step 2: Pack and Ship the Item

Please pack the item securely in its original packaging, including all tags and accessories. Include a copy of your original order confirmation or a note with your RA number and name inside the package.

Ship the package to the address we provide in your RA instructions. We recommend using a trackable shipping service as you are responsible for the item until it arrives at our warehouse.

Step 3: We Process Your Request

Once we receive and inspect your returned item, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund or exchange.

Refunds: When and How You Get Your Money Back

If your return is approved, your refund will be processed within 5 business days. The funds will be sent back to the original payment method used at checkout.

  • Credit/Debit Card (Visa, MasterCard, JCB): Refunds can take 5-10 business days to appear on your statement, depending on your bank’s processing time.
  • PayPal: Refunds are typically reflected in your PayPal account within 3-5 business days.

Please note that original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Non-Returnable Items

For the safety and well-being of all our customers, we cannot accept returns on the following items due to their intimate nature or safety-critical function:

  • Bash Guards & Chain Guides: These components show immediate wear upon installation and use, making it impossible to resell them as new.
  • Brake Pads & Brake Spares: Once installed, these parts become worn to the specific rotor and caliper of a single bike, compromising their safety for another user.
  • Bottom Brackets & Cassettes: These are considered wear items and are subject to immediate installation and use, which nullifies their return status.
  • BMX Seats & Bar Ends: For hygiene reasons, we cannot accept returns on these items once their packaging has been opened.

    • If you receive a defective item from these categories, please contact us immediately at [email protected] and we will work with you to find a solution, which may include a replacement or store credit.

    Return & Exchange Request Email Template

    To make it even easier, here’s a template you can copy, paste, and fill out to send to us.

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

    Email: [email protected]


    Hello Lifeline Shop Team,

    I would like to request a [return / exchange] for an item from my order.

    Order Number: [Your Order Number]

    Product Name: [e.g., Lifeline Road Brake Pads]

    Reason for Return/Exchange: [Please provide a brief explanation]

    I would prefer: [Refund to original payment method / Exchange for [Product Name & Code] / Store Credit]

    Thank you,

    [Your Full Name]

    Still Have Questions?

    We’re here to help. Reach out to our friendly support team at [email protected] and we’ll get you sorted.

    Thanks for riding with us.

    The Lifeline Shop Team
    Where Every Part Tells a Story