After-Sales service and good returns

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?

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.

To cover the cost of processing your return (return-trip, delivery costs, bank fees, management time by our team, etc), you will have to pay one of the following amounts:

  • 9 Euros for the return of one or more small spare parts (chain, cassette, handlebar ...)
  • 15 Euros for the return of one wheel.
  • 25 Euros for the return of a fork or a pair of wheels.
  • 40 Euros for the return of a frame
  • 70 Euros for the return of a complete bicycle.


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.

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.

To cover the cost of processing your return (return-trip, delivery costs, bank fees, management time by our team, etc), you will have to pay one of the following amounts:

  • 9 Euros for the return of one or more small spare parts (chain, cassette, handlebar ...)
  • 15 Euros for the return of one wheel.
  • 25 Euros for the return of a fork or a pair of wheels.
  • 40 Euros for the return of a frame.
  • 70 Euros for the return of a complete bike.


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?


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

Regarding shipping costs, we wanted you to know that shipping costswillbepaid by us only if we are wrong


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 I want to return a deficient product or as part of the warranty. What to do?

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

 

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.

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

 

The team RCZ