1. Important Purchase Notice
All bicycles, helmets and cycling accessories sold by ECORIDE TRADING SDN BHD are considered final-sale products.
Returns, refunds and exchanges are not available for change of mind, personal preference, incorrect size selection or incompatibility caused by the customer’s failure to check the product information.
Exceptions apply only under the qualifying circumstances stated below.
2. Qualifying Circumstances
A request may be submitted when:
The merchant sent the wrong item, size, model, colour or variation.
The item received does not match the specifications, description, features or information advertised on the website.
The product was spoiled, damaged or defective upon delivery.
Delivery exceeded the timeframe stated in the Company’s Shipping Policy.
All requests are subject to verification. The submission of a claim does not automatically guarantee approval.
3. Inspection After Delivery
Every parcel should be inspected immediately after it is received and before the product is assembled, installed or used.
Customers should check:
Whether the correct product and variation were delivered.
Whether all parts and accessories are included.
Whether the item has visible damage or defects.
Whether the size and model match the confirmed order.
Whether straps, fittings, locks and mounting parts are in acceptable condition.
If a possible problem is discovered, the customer should stop using or installing the item and retain all original packaging, labels, manuals and included components.
4. Helmets and Wearable Accessories
Helmets must be checked carefully before use. A helmet that appears cracked, deformed, damaged or unsafe should not be worn.
Damage caused by an accident, impact, improper storage or continued use after delivery will not be treated as a defect that existed when the item was received.
Cycling gloves and other wearable accessories should remain unwashed, unaltered and in their received condition while a claim is under review.
5. Installation and Usage
Bike bells, phone holders, locks and other cycling accessories must be installed correctly and used only for their intended purpose.
The following will not qualify as delivery defects:
Damage caused by incorrect installation.
Forced fitting of an incompatible component.
Misuse, accident or negligent handling.
Unauthorised repair or modification.
Normal wear resulting from regular use.
Failure to follow product or safety instructions.
Professional assistance should be obtained when installation requires technical knowledge or specialised tools.
6. Evidence Required
A complete claim must contain:
A clear and continuous unboxing video showing the unopened parcel, shipping label, external packaging, internal packaging and every item received.
A clear video showing the first use, assembly, installation or testing of the product, where applicable.
Clear photographs showing the complete item and close-up views of the damage, defect, incorrect product or difference from the advertised information.
The customer’s order number and a clear description of the issue.
Photographs of the size, model, product label or measurements where relevant.
Any additional evidence requested by ECORIDE TRADING SDN BHD.
The unboxing video must begin before the parcel is opened. It must be recorded continuously without pauses, cuts, missing portions or editing.
7. Twenty-Four-Hour Deadline
All return, refund and exchange requests must be emailed to ecoride_trading@outlook.com within 24 hours of receiving the item.
Requests submitted after 24 hours will not be accepted. Claims without the required unboxing video, first-use video where applicable, photographs, order details or supporting documents will also be rejected.
8. Review and Decision
ECORIDE TRADING SDN BHD will compare the submitted evidence with the confirmed order and advertised product information.
Additional photographs, videos or measurements may be requested when necessary. If the claim is approved, the customer will receive instructions concerning the available return, replacement, exchange or refund arrangement.
No bicycle, helmet or cycling accessory should be returned without prior written approval from the Company.
This Policy is administered by ECORIDE TRADING SDN BHD, Registration No. 202501036932 (1638342-H).
