KUNDENDIENST & WARENRÜCKSENDUNGEN

RCZ Team is motivated to offer you a quality service in any situations. We take pride in providing you the best service before, after and during your order.

What are the situations in which you might need our services after your purchase?

 

  • To return us a product after you change your mind
  • To return a product wrong
  • To return a defective product under warranty

 

Here are our recommendations in the different cases :

 IMPORTANT: We also ask you to send us back the products cleaned, out of respect for the person going to take care of the parcel, otherwise you will be charged a 10€ cleaning fee (before tax).

1.   I placed an order and the package was shipped. Following a change of opnion, I want to return a product or more, or the complete order. How to proceed?

IMPORTANT: The withdrawal period is 14 days. After this period the return request will not be accepted.

A- If you want to return one or more products of your order, the procedure is as follows:


We have to point out that RCZ does not make product changes, and all returns will be subject to deductions (through via bank transfer, loyalty points or to the card which was used to make the payment)

After receive your order you can send us an email (or by the contact form) with the following information:

    - Order number.
    - Product that you want to return (with reference).
    - The reason you want to return it.

Once we receive your request, we will send by mail the "return number" and the procedure you have to follow.
 

IMPORTANT: All products without return number previously sent by us will be rejected. The returned products are under the responsibility of the costumer. We are not responsible for the deterioration or loss of the order.

B-If you wish to return a complete order already shipped, please follow the steps below:

We have to point out that RCZ does not make product changes, and all returns will be subject to deductions (through via bank transfer, loyalty points or to the card which was used to make the payment)

After receive your order, you can send us an email (or by the contact form) with the following information:


                - Order number
                - The product or products you wish to return
                - The reason for the return

Once we receive your request, we will send by mail the "return number" and the procedure you have to follow.

The shipping costs of the returned products are in charge of the customer.

IMPORTANT: All products without return number previously sent by us will be rejected. The returned products are under the responsibility of the costumer. We are not responsible for the deterioration or loss of the order.

 Individual case: if you decide to reject the order (in the Point Relais or directly to the carrier): please, take note that a charge of 35 Euros will be applied on the return of the product.

For questions regarding the shipment of your order and payment, please visit our FAQ section - DELIVERY. You will certainly find the answers to your questions.

   

2.    I received my package and at the opening: one product or more are not conforming to my order. What to do?

IMPORTANT: The claim period is 15 days. After this period, no claims will be accepted.

We undertake to send you another product or to give you a refund as soon as possible.


Please send us an email (or complete the contact form) with the following information:


- The order number
- Photos
- The explanation of the problem.
- The product that is wrong.

 Once we receive your request, we will send by mail the "return number" and the procedure you have to follow.
We are committed to return a product or a refund to you as soon as possible

 Concerning the shipping costs, we would like to inform you that the shipping costs will be at our expense only if we are mistaken.

IMPORTANT: All packages without return number previously sent by us will be rejected. The returned products are under the responsibility of the costumer. We are not responsible for the deterioration or loss of the order.

 By following these few recommendations, we are committed to make every effort to satisfy you. Your satisfaction is our greatest reward.

 

  3.     Under thewarranty, a product is defective after a few weeks or months, what should I do?

 The warranty period is 3 months after receipt for wear parts (bearings,...) and 2 years for the rest.
Some of the bicycles we sell are covered by the lifetime warranty. It is the customer's responsibility to check with the brand and register their bike online. In the event of failure to register, RCZ cannot be held responsible.

If this condition is met, please send us an email (or fill in the contact form) specifying the following information

 

 -Order number

 -Photos

 -The explanation of the problem.

 -The name of the deficient product.

 

 Once we receive your request, we will send you by mail the return number and the procedure to be followed.

 

The product will be sent to the technical service of the distributor or the manufacturer.

 

Please note that repairing time and the decision of using the product warranty exclusively depends on the manufacturer or the distributor. The decision is never up to us and we will not be held responsible.

 

Details of the costs:

 

From the costumer to us = at the charge of the customer

From us to the Manufacturer = at our charge

From the manufacturer to us = at the charge of the Manufacturer

From Us to the costuner = at our charge

The return costs will be charged to the customer if it is a warranty issue and when the product is repaired, we will take care of the return costs if the warranty has been accepted by the manufacturer or distributor.

 

IMPORTANT: Any package returned without the retourning number will be refused and the responsibility will remain on the client. We will not be held responsible for damage or loss of the package.

 Suppliers can refuse the warranty claim if the serial number of a product is missing. We thereby suggest you to keep the stickers with the serial numbers, or at least to take a picture of them and to communicate them to us in case of warranty claim.

CONDITIONS OF DELIVERY

- For the frames: we invite you to send them back to us without any accessory (bottom bracket, bearings from headset, ...)
- For the forks: please send them back without the axle
- For the wheels: please send them back without cassette, rim tape...
This is because the customer centers of all major brands throw away all accessories they receive.
We decline any responsibility concerning the loss of any component.

 IMPORTANT

Please note that the warranty coverage for the product depends exclusively on the manufacturer or distributor of the product. The decision is in no way within our control and we cannot be held responsible for this decision.

If the supplier considers that the damage is not covered by the warranty, a repair quotation may be issued. If you accept it, the repair will be done once the payment has been received. If you do not accept it, the product will be returned under the same conditions as returned.

Important: the delay depends entirely on the supplier. It is generally 4 to 8 weeks, but may be more, especially during Christmas and summer holidays. RCZ is dependent on this delay.

By following these few recommendations, we are committed to make every effort to satisfy you. Your satisfaction is our greatest reward.

  

The team RCZ