BikeTrax

Bike Trax [Online] reserves the right to update the rules when necessary, and the updated version will be published here on biketraxonline.com with immediate effect. All buyers are deemed to accept the rules if they are purchasing products at biketraxonline.com.
Important: Manufacturers may publish their own Return & Refund Policy on the product detail page. Our policy shall prevail in case of conflict with manufacturers’ policy.

For any after-sales issues, buyers should send an email to the following address: support@biketraxonline.com.

Before an order is shipped out, the buyer has the right to cancel the order by sending an email to support@biketraxonine.com to “request refund” for the given product(s). Please note some manufacturers’ policies do not accept order cancellations before the order is shipped out. The manufacturer should agree or reject the cancellation request within 3 business days.

For any post-delivery issues, please check your order form and the product page details. If the product does not have any exemptions on the product page, send an email request for Return & Refund within 10 business days of the delivery date. The period of Return & Refund request filed exceeds the 7 days, Bike Trax reserves the right not to provide any after-sales service after that time.

If the manufacturer cannot fulfill the buyer’s order within the order processing time indicated on the product page, under the condition, but not limited to no stock or other conditions, Bike Trax has the right to cancel the order and will refund the full order amount to the buyer.

If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Bike Trax will provide a prepaid return label within 3 business days to return damaged/broken goods. We will refund the buyer as soon as the return is received by the manufacturer.

Bike Trax shall not accept after-sale return requests for “non-defective remorse” reasons, as the manufacturer has the right to accept or reject the return request as per their policy shown on the Bike Trax product page. Bike Trax will abide by the manufacturer’s policy under this condition.

If the manufacturer accepts the after-sale request for the reason type of “non-defective remorse returns” and require to deduct a “restocking & repacking fee”, under Bike Trax’s policy restriction, the “restocking & repacking fee” in total deducted shall not exceed 35% of order total price.

Bike Trax defers to the manufacturer with regards to warranties on their products, such as whether to provide a warranty or the warranty handling processes.

Bike Trax shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on the manufacturer’s policy or Bike Trax’s policy, agree on refund or redelivery between manufacturer and buyer or others, the manufacturer must refund not more than 5 business days, or redelivery not more than 5 business days.

Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below). If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Bike Trax has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by the manufacturer.

Under Various Circumstances:

1. Refund Request Timing

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

2. Goods Returned in Transit

If the package is sent back to the manufacturer during transit for any reason (incorrect address, etc), and the buyer applies for a refund, Bike Trax will refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, the manufacturer should begin redelivery within 5 business days of the request date with the exception for inventory delays.

3. Goods Destroyed in Transit

If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, please email Bike Trax support with your order and request details. We will refund the order within 3 business days of buyer’s refund request, or redelivery within 5 business days of the request.

4. Wrong Receipt Information

If the buyer enters any wrong receipt information on an order, the buyer should email support@biketraxonline.com with the details as soon as possible. Bike Trax will attempt to notify the manufacturer to update the order with the correct receipt information. However, please note the receipt information correction or order cancellation are not guaranteed.

If the order has already shipped out, it is the buyer’s responsibility to contact the logistics company with the correct information.

If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the manufacturer shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer may additionally be in charge of the redelivery fee.

If the order cannot be corrected or returned, the buyer will bear the losses.

5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer sends a request to support@biketraxonline.com , a request will be sent to the manufacturer for verification and Bike Trax will respond to the buyer within 5 business days.

If the proof is invalid or is not showing the problem clearly, Bike Trax has the right to reject the buyer’s refund request. In addition, if the manufacturer rejects the refund request, we will communicate this to the buyer.

If the buyer’s proof shows a problem clearly after being checked by the manufacturer or Bike Trax, the proof checking time shall not more than 5 business days, and if the goods need to be returned to get a refund, Bike Trax shall provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order within 3 days of when the return is received by the manufacturer. If the goods do not need to be returned for any reason, as deemed by the manufacturer, Bike Trax will refund the order within 3 business days of the refund request.

If proof is valid, and buyer requests redelivery, the manufacturer should redeliver within 5 business days of proof approval. Please note that manufacturers have the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.

6. Logistics Issues

6.1 Invalid tracking information

If Bike Trax verifies the tracking number is wrong, and the manufacturer fails to provide the correct one within 4 business days, Bike Trax will refund the order.

6.2 Untimely Tracking Info Updates

If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Bike Trax will refund the order within 3 business days since buyer’s email request.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.3 Too-long of Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and the manufacturer fails to provide any valid tracking updated info, the buyer may apply for a refund. Bike Trax will refund order within 3 business days of buyer’s request.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

7. Other

When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall email support@biketraxonline.com regarding any goods or logistics issue.

Bike Trax will try its best to assist buyers in these special circumstances in a timely manner. After notifying Bike Trax, buyers should expect a decision on these types of issues no later than 5 business days.

8. Attention

If buyers are unsatisfied with the resolution of the order after-sale issues, buyers have the right to email support@biketraxonline.com with a “dispute request” help deal with the resolution provided by Bike Trax or the manufacturer.

Please email us at support@biketraxonline.com for questions related to refunds and returns.