Thank you for choosing Addy Bike products. To protect your rights, please inspect the goods carefully upon receipt. All return and exchange requests must comply with the provisions of this policy. We recommend you read and understand the following terms in detail.
I. Conditions and Time Limit for Accepting Returns/Exchanges
Within 14 days of receiving your product (including holidays and public holidays), if any of the following situations occur, please contact us immediately via our customer service hotline or email, and we will arrange an exchange or return for you:
1. Damage or malfunction caused during the shipping process.
2. Manufacturing defects in the product itself.
3. The product received does not match the item you ordered.
To expedite the processing, our customer service staff may request clear photos or videos of the product defect or damage to facilitate quick verification. Requests submitted beyond this period will not be accepted.
II. Refund Amount and Handling Fee Explanation
1. If your refund application is verified and approved, we will process the refund for you.
2. As transactions are processed through an online payment platform, this platform charges our company a handling fee of 3.5% of the transaction amount for each successful transaction. This fee is non-refundable.
3. Therefore, when processing a refund, this 3.5% platform handling fee will be deducted from the refund amount. The final refund amount you receive will be 96.5% of the amount you paid.
· Example: If the product you purchased costs HKD $1,000, HKD $35 will be deducted as the platform handling fee upon refund. The actual refund amount will be HKD $965.
4. If the reason for the return/exchange is "the product received does not match the item ordered," this handling fee will be borne by our company, and you will receive a full refund.
III. Situations Where Returns/Exchanges Are Not Accepted
To ensure product integrity, we cannot process returns or exchanges under the following circumstances. We appreciate your understanding:
1. The product is no longer in brand-new condition, or shows signs of use or assembly.
2. The product has been washed, cleaned, or otherwise processed.
3. Stains, scratches, or damage caused by improper use, negligence, or accidents.
4. Color differences resulting from personal display monitor settings are not considered product defects.
5. Any complimentary gifts included with the order (if applicable).
6. The specific item has already been returned or exchanged once.
7. Reasons not listed in Section I above, such as: change of mind, wrong size, product not meeting expectations, etc.
IV. Return/Exchange Process
1. Contact Customer Service: Please contact customer service within 14 days of discovering the issue, providing your order number, a description of the problem, and relevant evidence (e.g., photos, videos).
2. Verification and Notification: After our customer service team verifies that the situation meets the return/exchange conditions, we will send a "Return/Exchange Authorization Notice" via email and guide you through the subsequent return process.
3. Return the Product: Please return the product with its original packaging, all accessories, the invoice, and all accompanying documents to the specified address as instructed. Please ensure the product is properly packaged to avoid secondary damage during transit.
4. Completion of Processing: After we receive the returned product and confirm everything is in order, we will complete the exchange or refund process within 7 business days. The refund will be credited back to your original payment account.
V. General Terms
1. Shipping costs incurred for returns/exchanges will be negotiated and borne by the responsible party, based on the attribution of responsibility for the return/exchange.
2. If you have any questions regarding the return/exchange process, we will adhere to the principles of fairness and reasonableness, and strive to assist you in accordance with this policy and relevant legal regulations.
3. The company reserves the right to modify this policy at any time. The revised policy will be announced on the official website without individual notice.
