At RodaBicycles, we are committed to providing high-quality products and excellent service. However, we understand that there may be situations where a return is necessary. To ensure a smooth and transparent return process, we have established a 15-business-day return policy with clear conditions, procedures, and refund timelines.
Please read this policy carefully before initiating a return.
1. ELIGIBILITY FOR RETURNS
Customers may request a return under the following conditions:
1.1 Return Period
- Customers have 15 business days from the date of delivery to request a return.
- Any return requests made after 15 business days will be denied and will not be processed.
1.2 Condition of the Product
For a return to be accepted, the product must meet the following conditions:
- The product must not have been used, assembled, or installed.
- The product must not have any scratches, dents, damages, or signs of wear.
- The product must be returned in its original packaging in the same condition as received.
- All accessories, manuals, warranty cards, labels, tags, and protective covers must be included in the return package.
1.3 Complete and Proper Packaging
- The product must be packed securely using its original box to prevent damage during the return shipping process.
- The serial number or product identification number must match the records of the original shipment.
- Products returned in incomplete packaging or with missing components will not be accepted.
2. NON-RETURNABLE ITEMS
Certain products are not eligible for returns under any circumstances, including:
- Used, assembled, or installed bicycles.
- Products damaged due to customer misuse, neglect, or improper handling.
- Items returned with missing original packaging, manuals, or accessories.
- Gift cards, promotional items, or clearance sale products.
- Products returned after the 15-business-day return window.
If a returned product does not meet our return eligibility conditions, the return request will be denied, and the product will be sent back to the customer at their expense.
3. RETURN PROCESS
Step 1: Submit a Return Request
Customers must first obtain approval before returning a product. To request a return, contact RodaBicycles customer support through:
- Phone: +62 813-6150-1537
- Fax: +62 813-6150-1537
- Email: sales@rodabicycles.com
When submitting a return request, include the following information:
- Full Name
- Order Number
- Product Name and Model
- Reason for the Return
- Photos of the product showing its condition and packaging
Customer service will review the request and provide a response within 1-2 business days with return approval and further instructions.
Step 2: Shipping the Product Back
- Once the return request is approved, the customer will receive a Return Authorization Number (RAN) and the return shipping address.
- The product must be shipped within 3 business days after receiving return approval.
- Customers must use a reliable shipping service with tracking to ensure the safe return of the product.
- Return shipping costs are the responsibility of the customer, except in cases where the return is due to an error on the part of RodaBicycles.
Step 3: Product Inspection and Approval
- Once the returned product is received, our quality control team will inspect the item within 3 business days to verify that it meets all return conditions.
- If the return is approved, the refund process will begin.
- If the return is denied due to missing components, damage, or signs of use, the product will be sent back to the customer.
4. RESTOCKING FEE
- All approved returns are subject to a 15% restocking fee.
- The restocking fee covers handling, inspection, and repackaging costs.
- The restocking fee will be deducted from the refund amount.
Example Calculation:
- If a customer purchased a bicycle for $1,000, the 15% restocking fee is $150.
- The final refund amount will be $850 after deducting the restocking fee.
The restocking fee is non-negotiable and applies to all returns, except for cases where the return is due to an error by RodaBicycles.
5. REFUND PROCESS AND TIMELINE
- Once the return is approved, the refund will be processed within 5 business days.
- Refunds will be issued to the original payment method used for the purchase.
- Customers will receive an email confirmation once the refund has been successfully processed.
Refund Processing Time Based on Payment Method:
- Credit/Debit Card Payments: 3-5 business days (depending on the bank).
- Bank Transfers: 3-5 business days.
- E-Wallets & Digital Payments: 2-3 business days.
If the refund is not received within the expected timeframe, customers should check with their bank or payment provider before contacting RodaBicycles.
6. DEFECTIVE OR DAMAGED PRODUCTS
If a product arrives damaged or defective, customers must report the issue within 48 hours of delivery.
How to Report a Damaged Product:
Customers must contact RodaBicycles customer support and provide:
- Order Number
- Detailed description of the issue
- Clear photos of the damaged product and packaging
Resolution Options:
- If the damage is verified, a replacement will be sent at no extra cost.
- If a replacement is unavailable, a full refund will be issued.
Damage claims made after 48 hours of delivery will not be accepted.
7. PRODUCT EXCHANGES
RodaBicycles does not offer direct product exchanges.
- If a customer wants a different product, they must return the original item following the return process and place a new order separately.
8. IMPORTANT REMINDERS
- Unauthorized returns will not be accepted – Returns sent without prior approval will be rejected.
- Returns must be shipped on time – Customers must send the product within 3 business days after receiving return approval.
- Customers are responsible for return shipping costs unless the return is due to a defect or shipping error by RodaBicycles.
- Restocking fees apply to all approved returns – The 15% restocking fee is mandatory and deducted from the refund amount.
9. CONTACT INFORMATION FOR RETURNS AND SUPPORT
For any questions or assistance regarding returns, please contact us:
- Phone: +62 813-6150-1537
- Fax: +62 813-6150-1537
- Email: sales@rodabicycles.com
- Address: Jl. Sunan Giri No.15, Kota Jakarta Timur, DKI Jakarta - 13220, Indonesia
RodaBicycles is committed to providing a fair and transparent return policy while ensuring that all returns meet high-quality standards. We appreciate your cooperation and thank you for choosing RodaBicycles.