SATISFACTION GUARANTEE

It is the policy of BIKEHORIZON to ensure that all products are delivered to our customers in optimal condition, taking every measure possible to safeguard the product's integrity. If you are not satisfied, you can return it for an exchange or refund by simply adhering to the steps and guidelines outlined below according to your return criteria.

RETURNS & REFUNDS POLICY WITHIN 7 DAYS

If you are not satisfied with your unused purchase, please return the item(s) within 7 days from the purchase date, along with the original invoice.

Any replacement item(s) will be exchanged, subject to availability at the time of return. In case the item(s) have been discontinued or are no longer available, we will provide alternative(s) of equal value. If the alternative product is unavailable, a refund will be issued as store credit.

Refunds will be credited as store credit equivalent to the purchase value of the exchanged item(s), minus shipping costs.

For deposits on ordered items, if any item(s) are discontinued or do not arrive, we will cancel the order and provide a full refund.

For Credit Card transactions, the amount will be credited back to the same Credit Card account used for the purchase. All refunds will be processed in SGD (Singapore Dollars). You can expect to receive your refund within 14 working days. The time it takes to process refunds largely depends on your credit card issuing company and is outside our control.

Overseas Orders (Outside Singapore)

All orders shipped to countries outside of Singapore do not include your country's applicable customs duties/taxes, which you may need to pay before your ordered items are delivered to you.

Shipping costs for returns will be borne by you (the customer) and will not be reimbursed or refunded. It is crucial to inspect the package before accepting the items; you may opt to refuse the package if it appears damaged upon delivery. You can also request to check the contents in front of the delivery personnel for any damage to the product before deciding to accept or reject the package.

If a return request arises due to our error (e.g., wrong item sent), we will cover the return shipping costs.

Upon receiving your items, it is your responsibility as the customer to inspect the condition of the received goods. Please report any damage that may have occurred during shipping within 24 hours of receipt. After this period, we will consider that you have received your items in satisfactory condition.

If you choose to return your purchased items, we strongly advise you (the customer) to carefully repack your returns. The customer is responsible for any costs associated with damage to returned items during shipping due to inadequate packaging.

When we receive your item(s), we will reach out to you with information on how to resolve the return via email.

The average turnaround time for processing returns is around 10 – 14 working days, depending on the particular case. For each successful return, we will send you an email notification to inform you of our receipt.

For sale items, fully assembled bikes, bike frames, and customized products, we do not accept returns or refunds.

Orders cannot be cancelled after 2 hours from order confirmation.

STORE CREDIT

Store credit is valid for 3 months.

Store credit is strictly non-refundable and non-extendable.

Store credit cannot be used for the purchase of gift cards.

Store credit must be redeemed in a single transaction only.

Terms & Conditions for non-returnable items

Item(s) must be unused, untampered, and returned in their original packaging, complete with manufacturer tags, manuals, warranty information, batteries, and any other fittings included, if applicable.

Certain products do not accept returns once they have been installed, used, or ridden.

Examples of products

Saddle

Stem

Handlebar

Shoes

Gloves

Handlebar

Components - Cassette/ Crankset/Wheelset/Power Meter/Pedals/Shifter, etc.

WARRANTY CLAIMS & POLICY

All warranties are provided by their respective manufacturers or distributors. The warranty covers manufacturing faults and defects. Please inspect your purchase upon receipt and report any manufacturing defects within 14 days and email us before returning the goods, as we may be able to address your issues without incurring any postage costs.

Upon receiving your returned item, we will contact you with the necessary information. We appreciate your honesty in providing any additional information needed. Any false or fraudulent declaration of information may disqualify you from warranty claims. We will do our utmost to resolve any issues you face, as it is in our best interest to maintain customer satisfaction!

BIKEHORIZON does not warrant against failure or damage due to misuse, including but not limited to incorrect installation, inadequate maintenance, abuse, or neglect, using the product for purposes other than its intended use, or alteration of the product unless expressly permitted in writing by BIKEHORIZON.

General wear and tear on consumables such as tires, inner tubes, brakes, brake and gear cables, brake pads, light bulbs, chainrings, chains, cassettes, rims, and batteries are not covered under warranty.

Corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials occurring after extended use are not covered under warranty.

Other than normal usage, the warranty for bicycles/components does not cover accidental damage, use in competitions, events, circuits, or activities that greatly shorten the product's useful life. Costs incurred due to loss of use are not covered.

The warranty applies solely to the original purchaser and is non-transferable. Proof of purchase, original warranty card (if any), and warranty/merchandise authorization form (RMA) are required for all warranty claims.

Returned items that are repaired or replaced under warranty will be covered for a period equal to the remaining warranty period of the original purchase.

BIKEHORIZON reserves the right to repair or replace any defective part within the warranty period according to the manufacturer’s warranty guidelines if the fault is due to a manufacturing defect.

If repair/replacement is not feasible, BIKEHORIZON reserves the right to offer an alternative of equal or greater value or a partial refund in the form of store credit adjusted to the remaining lifespan of the product.

We always recommend strict adherence to product installation and repair; failure to do so may lead to product damage and even serious injuries.