Refund policy

Returns & Refunds

If you change your mind for any reason before we have begun customizing your frameset, you may be eligible for a full refund, minus processing and banking fees.

Due to the unique nature of customized bicycles, refunds will be considered on a case by case basis. 

To begin a return, you can contact us at hello@onguza.com. Please note that frame repairs or returns will need to be sent to the following address: Onguza Workshop, Pangolin Bicycles CC, 42 Wilhem Zeraua Street, Omaruru, Namibia. 

You can always contact us for any return question at hello@onguza.com. 

 

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.

Once you, the customer, has signed off the size and specification of your build, any sizing or specification issues are not refundable as long as the build of your frame meets those measurements and specifications.  

Should there be a fault with the bicycle frame or fork due to the design or build quality, we will do everything we can to correct the issue or replace your frame. Any faulty third-party components or parts will be referred to our suppliers for correction. If you break your frame while riding, we will happily take it back into our own Omaruru workshop for repairs at the customer's cost, or recommend a local framebuilder in your area. 

European Union 14 day cooling off period

 
Notwithstanding the above, if any merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days from ordering, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging, with your proof of purchase.

Refunds 

Unfortunately with fully custom, made to measure framesets and bicycles, we cannot offer full refunds if there are no factory faults with the frameset, or component parts. We take every precaution to ensure the frameset and geometry you order is what you get. Should a fault arise we will make every effort to correct it. Should you still require a refund, the frameset or full bicycle must be returned in an un-ridden state and you must be able to demonstrate how the fault did not occur as a result of mis-use or improper assembly by the customer. Your fully-custom frameset deposit (USD $1500) is non-refundable after we have begun cutting your tubing. 

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 hello@onguza.com.