Refund and Return Policy for AceHato Bike Store

Effective Date: December 7, 2024

At AceHato Bike Store, we take pride in offering high-quality mountain bikes, accessories, and biking gear to our customers. We want to ensure that you are completely satisfied with your purchase. If, for any reason, you are not satisfied with your item(s), we have established a comprehensive Refund and Return Policy to guide you through the process. Our goal is to ensure you have a hassle-free experience when returning or exchanging products.

1. General Return and Refund Policy

We accept returns on products purchased from AceHato Bike Store under the following conditions:

  • Eligibility for Returns: Returns are accepted within 30 calendar days from the date of purchase. The product must be in new, unused, and resellable condition. All original packaging, accessories, tags, and documentation must be included with the returned item. This ensures that the item is eligible for a full refund or exchange.

  • Non-Returnable Items: Certain items are non-returnable and non-refundable, including:

    • Customized, personalized, or special order products
    • Used or opened items such as worn helmets, used bike parts, and safety gear
    • Gift cards
    • Clearance items (if indicated on the product page)
    • Any item marked as “final sale” or “non-returnable” on the product description page

Before returning an item, please verify that it is eligible under our return policy.

2. How to Initiate a Return

We want to make the return process as simple as possible. To initiate a return, follow these steps:

  1. Contact Our Customer Service Team: Please reach out to our customer service department via email at [email protected] or by phone at (618) 432-5325. Include the following details in your request:

    • Your order number
    • A brief description of the item(s) you wish to return
    • Reason for the return (optional but helpful)

  2. Return Merchandise Authorization (RMA): After contacting us, we will provide you with a Return Merchandise Authorization (RMA) number. This number must be clearly visible on the outside of the return package for it to be processed. Any returns without an RMA number may be delayed or rejected.

  3. Prepare the Return: After receiving your RMA number, carefully package the item(s) you wish to return. Ensure that the product is packed securely to prevent any damage during transit. The item must be returned with all original packaging, accessories, and documentation.

  4. Shipping the Return: Once your item is ready for return, please send it back to the following address:

    AceHato Bike Store
    209 N Railroad St
    Patoka, Illinois (IL)
    Please use a trackable shipping service or purchase shipping insurance to ensure the return package reaches us safely. We are not responsible for lost or damaged return shipments.

3. Refund Process

Once we receive your returned item(s) and inspect their condition, we will notify you of the status of your return. If the return is approved, we will process your refund. Refunds will be issued to the original payment method used during your purchase.

  • Processing Time: Please allow up to 7-10 business days for the refund to appear in your account. The processing time may vary depending on your payment provider and bank.

  • Restocking Fees: We may charge a restocking fee for certain returns. This fee will be clearly indicated in the product description page for applicable items. Restocking fees typically range from 5% to 15% of the purchase price, depending on the item returned.

  • Shipping Costs: Shipping charges are non-refundable, and the customer is responsible for covering return shipping costs unless the return is due to an error on our part (e.g., damaged or incorrect products). In the case of a defective or incorrect product, we will cover the return shipping costs.

4. Exchanges

If you received an incorrect or defective item, we are happy to offer you an exchange for the correct or replacement product. Please contact our customer service team as soon as possible to arrange for an exchange.

Exchanges can be processed in the following manner:

  • If the item is in stock, we will ship you the replacement item at no extra charge.
  • If the item is out of stock or unavailable, we will offer you the option to choose a similar product or issue a refund.

5. Damaged or Defective Items

If your product arrives damaged, defective, or incorrect, please contact us immediately upon receipt of the item. We will review the issue and offer a resolution, including:

  • Replacement: If the item is defective or damaged, we will ship you a replacement product at no additional cost.
  • Refund: If a replacement is unavailable or you prefer a refund, we will process your return and issue a full refund, including shipping costs.

Please make sure to provide detailed photos of the damage or defect to help us assess the situation quickly.

6. Non-Refundable Shipping Costs

Please be aware that we are unable to refund any shipping costs unless the return is due to a mistake on our part (such as receiving a defective, damaged, or incorrect item). Return shipping is the responsibility of the customer unless otherwise specified in this policy.

7. Final Sale Items

Some products may be marked as “final sale” or “non-returnable” at the time of purchase. These items cannot be returned for a refund or exchange. This will be clearly indicated in the product listing. Please review the product description carefully before purchasing.

8. Contact Us for Assistance

If you have any questions or concerns about our Refund and Return Policy, or need assistance with a return, exchange, or refund, please don’t hesitate to contact our customer service team:

Street: 209 N Railroad St, Patoka, Illinois (IL)
Phone: (618) 432-5325
Email: [email protected]
Website: www.acehato.net

Our team is committed to ensuring that your shopping experience is smooth and hassle-free. We will do our best to resolve any issues quickly and efficiently.

9. Changes to This Policy

We reserve the right to update or modify this Refund and Return Policy at any time. When we make changes, we will update the “Effective Date” at the top of this page. We encourage you to review this policy periodically to stay informed about our latest terms and conditions.

By making a purchase at AceHato Bike Store, you acknowledge that you have read, understood, and agree to this Refund and Return Policy. We are committed to providing excellent customer service and ensuring that you are fully satisfied with your purchase. If you have any questions, please feel free to reach out to us at [email protected] or (618) 432-5325