Refund and Cancellation Policy
Effective Date: Dec 1, 2024
At KRUCH, we prioritize customer satisfaction and aim to provide a seamless shopping experience. Please review our refund and cancellation policy to understand your rights and options.
1. Refund Policy
1.1 Eligibility for Refunds:
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Products are eligible for a refund if returned within 30 days of delivery.
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Items must be in their original condition, unused, and in their original packaging.
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A valid proof of purchase (e.g., order confirmation email or receipt) is required.
1.2 Non-Refundable Items:
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Customized bicycles or bicycle frames or personalized items are non-refundable unless defective or damaged upon delivery.
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Gift cards and promotional items cannot be refunded.
1.3 Damaged or Defective Products:
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If you receive a damaged or defective product, contact our customer service team at custombikes@kruchexperience.com within 7 days of receipt.
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Please provide photographic evidence of the issue to facilitate the refund or replacement process.
1.4 Refund Process:
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Approved refunds will be processed within 7-10 business days after we receive the returned item.
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Refunds will be issued to the original payment method. For cash or bank transfer payments, alternative refund arrangements may be made.
2. Cancellation Policy
2.1 Order Cancellation by Customer:
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Orders can be canceled within 24 hours of purchase for a full refund.
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If the order has already been shipped, cancellation is no longer possible, and the return process must be followed instead.
2.2 Order Cancellation by KRUCH:
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We reserve the right to cancel orders due to unforeseen circumstances, such as stock unavailability or payment processing issues. Customers will be promptly notified, and a full refund will be issued.
3. Return Shipping
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Customers are responsible for return shipping costs unless the product is defective or incorrect.
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We recommend using a trackable shipping method and purchasing shipping insurance, as we are not liable for lost or damaged returns.
4. How to Initiate a Refund or Cancellation
To request a refund or cancel your order, please contact our customer service team:
5. Exceptions and Special Conditions
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For bulk orders or wholesale purchases, specific terms may apply. Refer to your purchase agreement for details.
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Seasonal or promotional sales may have unique refund and cancellation terms, which will be stated at the time of purchase.
We value your business and are committed to ensuring a positive experience. If you have any questions or concerns about this policy, please do not hesitate to reach out to us.