Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.
For us to better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence.
*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
- Minor damage to the outer packaging.
- Minor scratches or paint loss on the product.
- Damage to parts or wearing parts after excessive use.
- Damage to parts or wearing parts after using for a certain while or a certain number of times.
For non-quality issues, customer may ask for product replacement or return within 14 days after received it. A 10% processing fee will be collected, but we will waive it if a replacement order is received. The customer is also responsible for the $150 return shipping cost.
CirQ will provide a return shipping label for approved return, and the designated carrier will pick up the return package. The customer may also choose self-return or arrange the return shipment by himself.
To be eligible for a replacement or return, the bike must be unused, free from dirt, any fragrances, and in the same packaging and condition that you received. The mileage ODO must be less than 10 miles.
Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by CirQ, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The signature confirmation service is required for the shipment, and additional shipping insurance is highly recommended. CirQ is not responsible for any damage, loss, or other accident to the shipment.
All refunds will back to the original payment method.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
Accessories. Special orders. Used items. Final sale items.
Cancel Orders. If the buyer requests to cancel the order after CirQ has received the order confirmation, CirQ will deduct 5% of the purchase amount as the cancellation processing fee, and also cover the non-refundable payment platform processing fee.
Refuse Shipments. If you refuse delivery of the order that you asked us to ship to you, CirQ reserves the right to charge a flat fee of $150 per shipment to partially cover our shipping costs, and 10% of the order amount as re-packing fee. CirQ cannot change, intercept, or cancel orders that have already shipped.
Battery Returns. Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer’s ability to return batteries via shipping carriers.
For a claim related to shipping damages you must present pictures of the damaged product at the time of the delivery. Please request a Return and Exchange and Authorization. (Contact customer support for a RMA form).
Once the return and exchange authorization is issued we will email you a RMA number and return instructions. You must have the RMA number when shipping back the returned unit.
For any other questions please contact CIRQ bikes at Contact Form