1. Introduction
At URBAN CYCLEGY SDN. BHD., we are committed to ensuring customer satisfaction with every purchase. Whether you’re shopping for a complete bicycle, spare parts, or accessories, we want you to be confident in your shopping experience. This policy outlines the conditions under which returns, refunds, and cancellations can be made.
2. Return & Refund Policy
We offer a 30-day return and refund policy for all eligible items purchased from our store.
2.1. Eligibility for Returns
To be eligible for a return, the item must meet the following criteria:
- The item must be returned within 30 days of the original delivery date.
- The item must be unused, unassembled, and in the same condition that you received it.
- The item must be in its original packaging, with all tags, labels, manuals, and accessories included.
- A valid proof of purchase (receipt or invoice) must be provided.
2.2. Non-Eligible Items for Return
We do not accept returns for:
- Items that show signs of use, wear, or installation.
- Items returned after the 30-day window.
- Items not in their original condition or packaging.
2.3. Refund Process
Once your returned item is received and inspected:
- You will receive a confirmation email notifying you of the return status.
- If approved, your refund will be processed, and the amount will be automatically credited to your original method of payment within 7–14 business days, depending on your payment provider.
3. Order Cancellation Policy
We understand that sometimes orders may need to be changed or canceled. Therefore, we offer a 12-hour cancellation window from the time your order is placed.
3.1. How to Cancel
To cancel your order:
- Send an email to urbancyclegy@outlook.com within 12 hours of placing your order.
- Include your order number, full name, and reason for cancellation.
3.2. Late Cancellation Requests
Cancellation requests received after the 12-hour window may not be accepted if the order has already been processed or shipped.
4. Damaged or Incorrect Items
If you receive a damaged or incorrect item:
- Please notify us within 3 days of receiving your order.
- Provide photos of the damaged or incorrect item and your order details.
- We will arrange for a return or exchange, subject to verification.
5. Contact Us
If you have any questions about this policy or need assistance with a return, refund, or cancellation request, please reach out to our customer support team:
URBAN CYCLEGY SDN. BHD.
Email: urbancyclegy@outlook.com
Business Address: 15-1, Lorong Kancil 1/1, Taman Sang Kancil, 09600 Lunas, Kedah