Refund and Returns Policy

1. General Policy

At BIKE RUSH SDN. BHD., we take pride in providing high-quality bicycles, bicycle parts, and accessories that meet performance and safety standards. Due to the nature of our products—which may involve precision components, safety equipment, and wear-and-tear items—returns and refunds are handled strictly on a case-by-case basis and only for defective, incorrect, or damaged items upon delivery.

2. Eligibility for Returns

Returns will only be considered under the following conditions:

  • The item is unused, uninstalled, and in its original packaging with all tags and labels intact.
  • The product is found to be defective upon delivery.
  • The wrong item, size, or model was delivered due to our error.
  • Notification is made within 48 hours of delivery or purchase.

3. Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

  • Bicycles or parts that have been assembled, ridden, or installed.
  • Safety gear such as helmets once unsealed for hygiene reasons.
  • Products that show signs of wear, misuse, or improper installation.
  • Any product returned without valid proof of purchase or original receipt.

4. Return Process

To initiate a return request, please contact us within 48 hours of receiving your item and provide:

  • Full name and invoice/order number.
  • Clear photos or videos showing the product’s condition and packaging.
  • A description of the issue or discrepancy.

Once approved, returned items must be sent back within 3 business days using a trackable delivery method. Return shipping costs are the buyer’s responsibility unless otherwise stated.

5. Inspection and Approval

Upon receiving the returned goods, our team will inspect them within 3–5 business days. Based on the findings, we may:

  • Approve a full or partial refund.
  • Offer store credit for future purchases.
  • Arrange a replacement or delivery of correct items.

Refunds (if applicable) will be processed via bank transfer or the original payment method.

6. Defective or Damaged Items

If your items arrive damaged, incorrect, or incomplete:

  • Contact us within 48 hours of delivery.
  • Include order number, supporting images, and description.

We will verify the issue and may:

  • Resend missing or correct items.
  • Issue a credit note or refund.
  • Replace damaged goods where applicable.

We are not responsible for damage caused by improper assembly, misuse, or neglect after delivery.

7. Warranty Claims

Certain products (e.g., branded bicycles, components, or accessories) may carry manufacturer warranties. For such items:

  • Contact us with proof of purchase.
  • We will assist in facilitating the warranty claim process.
  • Processing time and warranty coverage will vary depending on the manufacturer’s terms.

8. Exchanges

We do not provide direct product exchanges. If a product is incorrect or defective, you may follow the return process and place a new order for the required item.

9. Contact Us

If you have questions regarding a return, damaged delivery, or warranty:
📧 Email: bike.rush@outlook.com
📞 Phone: 017-545 6392
🏢 Address: 15-2-1, Level 1, Jalan Setia Prima R U13/R, Setia Alam, 40170 Shah Alam, Selangor