This Return, Refund and Exchange Policy applies to BMX bicycles, bicycle parts, helmets and cycling accessories purchased from URBAN CYCLEGY SDN. BHD. [202501022642 (1624055-X)]. We take reasonable care to check and properly pack every product before delivery; however, customers may submit a request if an incorrect, damaged, defective, incomplete or materially misdescribed product is received.
1. Eligibility for Returns, Refunds and Exchanges
A request may be considered when:
- The Company delivered the wrong product.
- The model, size, colour or quantity differs from the confirmed Order.
- The product does not match the specifications, description or features advertised on our Website.
- The product arrived damaged or defective.
- Essential parts, fittings or accessories were missing upon delivery.
- A bicycle component was unusable during its first reasonable inspection.
- Delivery exceeded the period stated in our Shipping Policy.
All requests must be submitted within 30 days from the date of delivery.
2. Supporting Evidence
Customers must provide:
- A valid Order number or proof of purchase.
- Clear photographs of the complete product and packaging.
- Close-up photographs showing the damage, defect or incorrect component.
- A continuous and unedited unboxing video showing the unopened parcel, shipping label, packaging and product received.
- Photographs showing the model, size, part number or product markings.
- A video demonstrating the reported fault, where applicable.
- A professional installation or assessment report if reasonably requested.
- Any additional information required during the assessment.
Requests without sufficient supporting evidence may be rejected.
3. Condition of Returned Products
Returned products must:
- Remain unused and uninstalled.
- Be returned in their original condition and packaging.
- Retain all labels, tags and product markings.
- Include all bolts, washers, adapters, fittings, manuals and complimentary items.
- Be free from dirt, grease, scratches and installation marks.
- Not have been modified, dismantled, cut, drilled, repaired or painted.
- Be packaged securely to prevent further damage.
Customers must stop using the product immediately after discovering a possible defect.
4. BMX Bike and Parts Compatibility
Customers are responsible for checking the relevant product specifications before purchasing or installing a bicycle component, including:
- Bicycle model and frame specifications.
- Component size and measurements.
- Thread type and diameter.
- Axle, crank and spindle compatibility.
- Brake-system requirements.
- Manufacturer recommendations.
- Rider size and intended use.
Compatibility-related claims may be rejected where the specifications were clearly provided or the wrong component was selected by the customer.
Customers should consult a qualified bicycle mechanic if they are uncertain about installation or compatibility.
5. Helmet Returns
For safety and hygiene reasons, helmets that have been worn or used are generally not returnable unless they were damaged, defective or incorrect upon delivery.
A helmet will not qualify for return if it:
- Has been involved in an accident or impact.
- Shows scratches, dents or signs of use.
- Has had its internal padding, straps or buckles altered.
- Has been exposed to chemicals or excessive heat.
- Is returned without its original packaging, tags or accessories.
Customers must carefully check the helmet size and specifications before ordering.
6. Non-Eligible Requests
Returns, refunds and exchanges will generally not be accepted for:
- Change-of-mind purchases.
- Products ordered in the wrong size, model, colour or specification.
- Compatibility issues caused by failure to check product information.
- Products installed incorrectly.
- Products installed or removed using unsuitable tools.
- Parts damaged through overtightening or excessive force.
- Damage caused by accidents, impacts, stunts or improper riding.
- Damage caused by poor bicycle maintenance.
- Products modified or repaired without authorisation.
- Used helmets or safety equipment.
- Products showing dirt, grease, tool marks or signs of installation.
- Normal wear and tear.
- Cosmetic marks that do not affect normal function.
- Minor colour differences caused by photography, lighting or screen settings.
- Products with missing packaging, components or supporting evidence.
- Clearance or promotional products, unless incorrect or defective upon delivery.
7. Submitting a Request
Customers must email urbancyclegy@outlook.com before returning any product.
The request should contain:
- Customer’s full name.
- Contact information.
- Relevant Order number.
- Description of the reported issue.
- Required photographs and unboxing video.
- Bicycle model and component details, where applicable.
Customers must wait for approval and return instructions. Products returned without prior authorisation may not be accepted.
8. Inspection and Assessment
Returned products may be inspected or tested to determine whether the issue resulted from:
- An existing product defect.
- Damage during delivery.
- Incorrect installation.
- Product incompatibility.
- Misuse or improper maintenance.
- Normal wear and tear.
- An accident or external impact.
Submission of a request does not automatically guarantee approval.
9. Refunds
Approved refunds will be processed through the original payment method whenever possible.
The time required for the refund to appear may vary depending on the bank, payment gateway or financial institution. Administrative fees and other non-refundable charges will not be included unless the issue resulted from an error by the Company.
10. Exchanges
Approved exchanges are subject to stock availability.
If the original product is unavailable, we may offer:
- A suitable replacement.
- A compatible alternative product.
- Store credit.
- A refund of the approved amount.
Customers who select a higher-priced replacement must pay the price difference.
11. Cancellation Policy
Orders may only be cancelled within 12 hours from the time of purchase, provided processing, packing or shipment has not begun.
Once an Order has been processed or dispatched, it cannot be cancelled. The Company may cancel an Order due to unavailable stock, incorrect pricing, payment verification issues, suspected fraud or another reasonable operational circumstance.
12. Rejection of Requests
The Company may reject a request if:
- It is submitted after the permitted period.
- Sufficient evidence has not been provided.
- The returned product does not meet the required conditions.
- The part shows signs of installation or misuse.
- The reported defect cannot be verified.
- The product was returned without approval.
- Information or evidence provided is false or misleading.
- The return procedure has been misused.
13. Contact Information
For return, refund, exchange or cancellation enquiries, please contact:
URBAN CYCLEGY SDN. BHD.
Registration No.: 202501022642 (1624055-X)
Email: urbancyclegy@outlook.com
Telephone: 011-1315 0749
Address: 15-1, Lorong Kancil 1/1, Taman Sang Kancil, 09600 Lunas, Kedah, Malaysia.