Return + Exchanges
PLEASE READ ALL INFORMATION BELOW CAREFULLY PRIOR TO RETURNING MERCHANDISE
Products can only be returned within seven days of receiving them, after seven days no product is eligible for return. Customers are responsible for paying the return shipping cost for any item(s) they wish to return. The customer can choose the shipping carrier to mail back their return unless they would like Zclipse LLC dba Newport Cruisers to schedule a pick-up of their items to be returned. There is an $8.00 fee in addition to the return shipping cost if the customer would like Zclipse LLC dba Newport Cruisers to schedule a pick-up of the return. (Please email email@example.com if you would like us to schedule a pick-up of your return.) We are not liable for merchandise that does not reach our return department. Every return must include your Order ID or Order Number, Last Name, Item Being Return, and the Reason for the Return. When we receive the items, the customer will be credited the original cost of the item plus any tax. The original shipping cost for the order will not be refunded. Returns are also subject to additional fees, please see below for more information. We will notify you via e-mail or phone of your exchange status once we have received and processed the item to be returned.
All unopened bicycle returns that are sent back to us and received in mint condition will not be subject to any fees. However, any unopened bicycle(s) that is returned and is damaged will be subject to a restocking fee up to 15% of the bicycle purchase price. The customer will be credited the price they paid for the bicycle(s) minus the restocking fee. For all opened bicycle return(s) that have been assembled and then disassembled and repacked, the customer is responsible for the return shipping plus any packaging materials that may be necessary to repack the bike. In addition, the returned bicycle(s) will be subject to a restocking fee up to 25% of the original purchase price. Customer will be credited the price they paid for the bicycle(s) minus the restocking fee. All return shipping to be paid by the customer. Whether the bike was assembled or not by the customer does not affect if the restocking fees are applied, only the condition of the bicycle as received by our returns department is important. Blemishes, scratches, dents or any other aesthetic or mechanical problem all warrant a damaged condition. If the bicycle is received in a damaged condition a restocking fee up to 15% will be applied.
Any unopened accessories being returned will not be subject to any return fees. Any accessories being returned in which the package has been opened will be subject to a restocking fee up to 10% of the original purchase price. Customer will be credited the price they paid for the accessory(ies) minus any restocking fees applied.
We process our exchanges as new orders. In order to make an exchange, follow the steps of returning an item. Once we receive the item and credit your account accordingly, simply place a new order online or by phone, for the item you wanted to exchange for.
Please submit all damage claims, including manufacturer defects, to:
Please write a description of the problem and attach digital images of the damage or problem (if they can justly display the damage or problem). All damage claims are handled via email and must be submitted in writing. Do not send any items back without first receiving prior consent from a Zclipse LLC dba Newport Cruisers Management Team Member. Before submitting a damage claim please read the below information carefully and first assess whether your shipment is worthy of a damage claims submission.
Damage Claims (from shipping)
Zclipse LLC dba Newport Cruisers is not responsible for damage caused in the shipping process. We will not offer credits or replacement parts because of minor scratches, dents, or other blemishes caused during shipping. These types of things fall under our Allowable Damage policy please see more about this below. If customers would like a replacement part or bicycle because of scratches, dents or other damages caused during the shipping process, purchasers will be responsible for the product replacement cost and shipping costs associated with damaged part(s) or bicycle replacement.
Damage Claims (manufacturers’ defects)
If a bicycle or other product are received and the customer believes there is damage that was not caused during shipping the customer will need to submit a written explanation of the problem, along with photos (if problem can be portrayed with an image) to firstname.lastname@example.org. Based on the information provided our claims department will determine if the problem is a manufacturers' defect. For any claim we must be notified within seven days from the date the bike was received. We will respond within five business days of your submission. DO NOT return items to us without receiving instructions and approval in writing from a Zclipse LLC dba Newport Cruisers Management Team Member. Zclipse LLC dba Newport Cruisers is not responsible for manufacturer's defects, but we will do our best to facilitate claims made by customers. Generally, the complete bicycle will not need to be returned. If photos and the written description submitted by the customer are thorough enough, replacement parts can be sent to remedy the problem. Please note, if replacement parts can remedy the problem(s), a new bike will not be sent under any circumstances. In the case a complete bike or part does need to be returned due to a manufacturer's defect, you must first have written approval from a Zclipse LLC dba Newport Cruisers Management Team Member. No packages will be accepted without written approval from a Zclipse LLC dba Newport Cruisers Management Team Member. After the return is authorized please have the parts or bicycle packaged and ready for pick-up by the freight carrier. Zclipse LLC dba Newport Cruisers will arrange a pick-up of the bike or parts to have it returned to the manufacturer. Once the damaged bike or parts has been returned, an inspection will be done and the case will be handled accordingly. If it is decided that new parts and/or a bicycle will be sent, they will be issued and sent via the same method as how the original order was sent. Not always do the defective parts have to be returned to us, in some instances replacement parts can be sent if the photos and email point out the exact problem. From the time the bicycle and/or parts arrive back at the manufacturer it can take up to 21 business days until the new parts and/or bicycle are sent to and received by the customer. For some manufacturers' defects Zclipse LLC dba Newport Cruisers will allow customers to have their bike repaired at a local bike shop that is convenient to the customers' residence. In this situation the customer will only be reimbursed for the cost of repair. They must first have the approval of a Zclipse LLC dba Newport Cruisers Management Team Member to take their bike in for repair and the cost must be approved in writing by a Zclipse LLC dba Newport Cruisers Management Team Member. Our expert staff knows how much each repair should cost and we will not credit anything above what we have deemed as the correct rate. We will be glad to facilitate your claim with the manufacturer however, manufacturers’ defects are the responsibility of the manufacturer. As such, you agree to indemnify Zclipse LLC dba Newport Cruisers from any such claims.
Allowable damage is any damage that does not affect the structural integrity of the bike or that does not hinder the bicycles’ ability to function in a proper and safe manner. Minor scratches, dents, or other body blemishes are not covered under warranty. In extreme damage cases will may be able to send replacement parts, this will be determined on a case by case basis. If you believe your bicycle has suffered damage that is greater than what we consider Allowable Damage, please follow the steps above to submit a damage claim.