Return, Refund and Exchange policy

BIKERY LIVING SDN BHD is committed to supplying bicycles, scooter parts and related accessories that are accurately described and carefully prepared for delivery. We encourage customers to review all product information, specifications, measurements and compatibility requirements before confirming a purchase.

Due to the technical nature of bicycle and scooter components, products may be designed for specific models, dimensions or installation systems. Customers are responsible for ensuring that the selected item is suitable for their bicycle, scooter or intended application.

As a general rule, all completed purchases are final and are not returnable, refundable or exchangeable unless the product meets one of the eligible conditions described in this Policy.

Eligible Circumstances

A customer may submit a return, refund or exchange request if:

  • The merchant sent an incorrect product, component, size, model or variation.

  • The purchased item received does not match the specifications, description, features, measurements, materials or other information advertised on the website.

  • The product was spoiled, damaged or defective upon delivery.

  • The order exceeded the delivery timeline provided in the Company’s Shipping Policy.

The Company will determine eligibility by comparing the customer’s confirmed order, the product information advertised at the time of purchase and the supporting evidence submitted with the claim.

Non-Eligible Reasons

A return, refund or exchange will not normally be accepted when:

  • The customer changes their mind after receiving the product.

  • An incorrect model, size or component was selected by the customer.

  • The product is incompatible because the customer did not verify the specifications before ordering.

  • The item shows ordinary wear resulting from normal use.

  • Damage occurred because of misuse, impact, accident or improper storage.

  • A component was installed incorrectly or using unsuitable tools.

  • The item was dismantled, modified, cut, painted or repaired without authorisation.

  • Maintenance instructions, load limits or safety guidance were not followed.

This section does not affect an eligible claim involving an incorrect, materially misdescribed, damaged or defective product received from the merchant.

Product Compatibility

Before purchasing a bicycle or scooter component, customers should confirm all applicable details, which may include:

  • Bicycle or scooter model.

  • Component measurements.

  • Wheel or frame size.

  • Mounting system.

  • Connector or fitting type.

  • Material and load requirements.

  • Left-side or right-side configuration.

  • Intended riding style or usage.

  • Compatibility with existing components.

Where necessary, customers should consult a suitably qualified bicycle or scooter technician before placing an order or attempting installation.

Inspection Before Installation

Customers should inspect the parcel and every product immediately after delivery. Items should be checked before installation, modification or extended use.

If a product appears incorrect, incomplete, damaged or defective, customers should stop handling or installing it and retain:

  • The affected product.

  • Original box and internal packaging.

  • Shipping label and courier packaging.

  • Included components and accessories.

  • Product tags, manuals and instructions.

  • Any protective covers or materials.

Customers should not force a component into place when it does not fit correctly. Damage caused by forced installation or continued use after a possible defect is discovered may affect the eligibility of the claim.

First Use and Safety

Bicycles, scooter parts and related components should be assembled, adjusted and tested safely. Where professional skills or specialised tools are required, installation should be carried out by a suitably experienced technician.

Before riding, customers should confirm that all components are correctly secured and operating properly. A customer who discovers an unusual sound, loose fitting, structural problem or functional defect should stop using the product immediately.

BIKERY LIVING SDN BHD will not be responsible for damage resulting from incorrect installation, negligent use, unauthorised modification, overloading or failure to perform appropriate maintenance.

Required Supporting Evidence

A customer requesting a return, refund or exchange must provide:

  • A clear and continuous unboxing video showing the parcel before it is opened, including the visible shipping label, external condition, internal packaging and all products received.

  • A clear video showing the first use, test or installation attempt, where applicable.

  • Clear photographs showing the full product and close-up views of any visible damage, defect, incorrect component or difference from the advertised information.

  • The relevant order number, product name and a complete explanation of the issue.

  • Photographs showing product labels, measurements, mounting points or model information where relevant.

  • Photographs of the bicycle, scooter or existing component when reasonably requested for compatibility assessment.

  • Any further documents, photographs or videos requested by BIKERY LIVING SDN BHD.

The unboxing video must be recorded in one uninterrupted take. It must not contain cuts, pauses, missing sections or edited portions.

The unopened condition of the parcel, shipping label and all received items should be clearly visible. Evidence that is incomplete or unclear may not be sufficient to establish the condition of the product at the time of delivery.

Twenty-Four-Hour Notification Period

All return, refund and exchange requests must be emailed to bikery_living@outlook.com within 24 hours of receiving the item.

The submission should include:

  • Customer’s full name.

  • Order number.

  • Affected product.

  • Description of the issue.

  • Continuous unboxing video.

  • First-use video, where applicable.

  • Relevant photographs and supporting documents.

Requests received after the 24-hour period will not be accepted. Claims submitted without the required unboxing video, photographs, first-use evidence where applicable, order information or additional documents requested by the Company will also be rejected.

Claim Assessment

After receiving a complete request, BIKERY LIVING SDN BHD will review the submitted evidence, order records and relevant product information.

The Company may request additional measurements, photographs or testing videos if necessary to verify:

  • Whether the correct product was supplied.

  • Whether the item matches its advertised specifications.

  • Whether the damage or defect existed upon delivery.

  • Whether the issue resulted from installation, use or compatibility.

  • Whether all Policy requirements have been satisfied.

Submitting a request does not automatically guarantee that a return, refund or exchange will be approved.

Approved Requests

If a claim is verified and approved, BIKERY LIVING SDN BHD will inform the customer of the available resolution. Depending on the nature of the issue, the resolution may involve:

  • Replacement of an affected component.

  • Exchange for the correct item.

  • Return of the product.

  • Refund of the approved amount.

The customer must follow all instructions provided by the Company. No bicycle, scooter part or accessory should be returned before written approval has been issued.

Unauthorised returns, items sent to an incorrect address or products returned without the required components and packaging may not be accepted.

This Policy is issued and administered by BIKERY LIVING SDN BHD, Registration No. 202501045775 (1647183-P). All return, refund and exchange enquiries must be submitted to bikery_living@outlook.com.