OVERVIEW
At Zize Bikes we make returns as easy as possible. Our goal is to provide you with the best products and the best service in the industry. We understand that sometimes customers change their minds about products that they order. We also know that customers are cautious about Return Policies since they are often tricky and misleading. Our goal is to make the return or exchange process trustworthy and as simple as 1-2-3.
RETURN POLICY
Your new bike will last you a lifetime, but for it to do so you must show it some love. Within 2 weeks of delivery, you need to have your bike professionally assembled. If there is something mechanically wrong with your bike, please contact us as soon as the professional has identified it. We will ask for proof that it was professionally built, and photos of the problem. We will do everything in our power to make your bike right for you. If it is to be returned, please make sure it is well packed.
If for any other reason you are not completely satisfied with your purchase, you may return the item within 60 days of delivery of your order. This provides you with 2 full months to try and decide about your bike.
This however doesn’t mean that you can ride the bike for 2 months and then decide that you don’t like riding and decide to return the bike to us for a refund. It means that once you have received the bike and had it assembled, you can take it for a spin around the block a few times to see if it is a good fit for you. If you ride it longer than that, the tires will become worn and it will make the bike non-returnable. We give you 60 days in which to do this as we understand that you are not always able to ride immediately after purchase.
The following rules apply:
- Products must be in the original packaging (or in an almost-new, bicycle box) and in a new and resalable condition.
- Shipping Fees are non-refundable unless there is a factory error, in which case we will take responsibility for the return.
- All returns and exchanges must be made via our Return and Exchange Procedure below.
- There are few non-returnable products & services that may be offered on our website. It will indicate clearly in the product description if a different return policy applies.
- Order cancellations can only be requested prior to shipment. Please see below.
RETURN AND EXCHANGE PROCEDURE
To return a product, you must first request a Return Merchandise Authorization (RMA) either by telephone at 877-690-1879 or by emailing sales@zizebikes.com. Please let us know what you wish to return and why, and we will send you an email with the return address and detailed instructions on how to return a product. Please allow 24 to 72 hours for processing your claim.
If you wish to exchange a product, please call us and at the above number and explain the request, and we will follow up with an email with the return address and detailed instructions on how to exchange a product. Please allow 24 to 72 hours for processing your claim.
DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS
We all know that accidents happen sometimes. If your product should arrive defective, damaged, or simply incorrect, please contact our customer service department as soon as possible. Please do not attempt to use or install the incorrect/ damaged part! We will send you a replacement part and provide you with a prepaid return label to return the defective part. Product must be professionally assembled within 2 weeks, and proof provided to Zize Bikes. Damaged product(s) must be returned to us within 30 days. If the damage was caused by a shipping courier, we will schedule a damage pick up by the courier.
When a replacement part is requested to be shipped prior to the return of original merchandise, we must temporarily authorize your credit card until the original merchandise is returned.
ORDER CANCELLATIONS
All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process, we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:
If you cancel your order BEFORE it has been shipped, you will be assessed a 10% cancellation fee before credit is issued.
If you cancel your order AFTER it has been shipped, you will be charged a 15% cancellation fee.
Orders which are REFUSED AT DELIVERY will be assessed 20%, which includes returning it to us as well as restocking.
When you request a cancellation of an order or a part it may take up to 72 hours to process your cancellation claim. This process may involve voiding orders in computer systems, removing items from backorder logs, having operations personnel pull items from production schedules and sometimes stopping orders at the shipping dock. Also note that sometimes products ship more quickly than expected, so we recommend that you do not purchase alternative products until receiving final confirmation of your cancellation.
REFUNDS & CREDITS
After we accept your return, you will be issued a refund via the same payment method as you had originally used to place the order (Credit Cards, Paypal or Affirm). The refund amount will be composed of the original purchase price minus shipping charges. You will be sent an email confirming receipt of the return and your credit. Please allow an additional 5-7 days for the credit to appear on your account.