Please see below for our Shipping Damage Policy. Please contact us if you have any questions or require clarification.
Shipping Damage
- Do not refuse a shipment that arrives damaged. Please receive the shipment and document the damage(s) via photos and/or videos. Rize Bikes will take the responsibility to repair or replace any products that arrive damaged. If a customer refuses a shipment for any reason, they will be held responsible for any additional shipping costs incurred.
- In the unfortunate event that a product is damaged during shipping, please notify us within 14 days of receiving the package and supply the following:
- The order number.
- Pictures of the shipping box from all angles, including close-ups of any visible damage.
- Pictures of the damaged product(s) from all angles, including close-ups of any visible damage.
- In cases where a product is damaged in a way that is not clearly visible, follow this Streamable Guide and provide a video that highlights the effect(s) caused by the shipping damage.
- For eBikes:
- Rize Bikes shall only be held responsible for the repair, replacement, or exchange of eBikes damaged during shipping. The decision to repair, replace, or exchange the damaged eBikes is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement.
- If you would like to return the eBike instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.
- For Parts and Accessories:
- Rize Bikes shall only be held responsible for the repair, replacement, or exchange of parts and accessories damaged during shipping. The decision to repair, replace, or exchange the damaged parts and accessories is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement.
- If you would like to return the Parts and Accessories instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.
Special Note
Shipping damage claims are time sensitive and it is the customer’s responsibility to immediately inspect products for damage upon receipt.
For the complete Return and Cancellation Policy, please visit this link: Rize Bikes Cancellation and Return Policy.
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