Return Policy
All return requests must be placed by first filling out the After-Sales Request Form. Please do not ship any items back to us without receiving prior approval. Any items returned without prior approval will not eligible for a refund. Any issues regarding damaged or missing merchandise must be communicated to KREUZA within 7 days of delivery. If this does not happen within 7 days, KREUZA will not be held responsible for any damage or loss.
1 CANCELLING OR MODIFYING AN ORDER BEFORE SHIPMENT
1）If you would like to modify or cancel your order, please do so within 24 hours of placing your order by contacting KREUZA via email or the official website’s live chat. Requests for a modification or cancellation after 24 hours may not be granted. If it is granted, there may be additional fees.
2）After 24 hours of placing a custom order, returns and/or modifications are very unlikely to be granted.
3）If you wish to cancel your order before it has been shipped, you may notify us by email or KREUZA’s official website’s live chat. In some cases, the order may have already been dispatched before you receive a notification.
2 DAMAGED OR MISSING PRODUCT
1）Please carefully check the delivery package upon its arrival before signing for it. If there is obvious damage, please take photos of the damage and reject the package. Within 7 days of arrival, send KREUZA the photos of the damaged package by email or live chat.
2）If a claim is made against the shipping company, they will provide a compensation number. Please inform KREUZA of this number for the purpose of delivery tracking.
3）If you have signed for the package, and then you find the goods are damaged after opening it, please contact KREUZA within 7 days of delivery. After receiving approval for a return, ship the package back to KREUZA within 30 days of the delivery date. Within 10 days of the goods being returned to KREUZA , the cause of issue will been verified, and you will be contacted regarding the possibility of a full refund or replacement. In the case of a refund, the refund will be sent to your original payment account.
3 RETURNS NOT RELATED TO THE CONDITION OF THE PRODUCT
We hope you enjoy your purchase. If the product you ordered does not meet your expectations for any reason, it may be returned with certain limitations.
Within 30 days of delivery, contact KREUZA via the official website’s live chat or by email . Do not ship any items back to to KREUZA without receiving prior approval.
You will be responsible for the following: shipping cost to your address, shipping cost to KREUZA , and any taxes, fees, or duties associated with shipment. Within 10 business days of the product being returned to KREUZA , the refund will be arranged.
If any of these applied to your order, it does not qualify for a return：
- The product has been used
- The product packaging is damaged
- The product itself is damaged
- The product is not in full resale condition
- The returned product is not received by KREUZA
- It has been more than 30 days since delivery
- There is no proof of purchase
- The product is classified as limited time only and/or is no longer in production
4 SUSPECTED MANUFACTURING DEFECTS
If any product purchased from KREUZA is suspected to have a manufacturing defect, please complete our After-Sales Request Form. More information is available in our Warranty Policy.
5 REFUND PROCEDURE
If the product you are returning meets KREUZA return and refund standards, you will be contacted within 10 business days to confirm with you the amount to be refunded and arrange for it to be made. A refund would then be sent to your original payment account. It may take a few days for the bank to process the transaction. If KREUZA notifies you that the refund has been sent, and there is a delay, please contact your bank directly. If the refund still hasn’t been received within 7 days of the notification, please contact KREUZA .
If the returned product does not meet KREUZA ’ return and refund standards, it will be rejected and returned to you. In this case, then you will be responsible for the shipping costs.
Please note that the refunded amount does not include additional transfer fees or changes in foreign exchange conversion rates. If there are additional fees associated with a transfer to KREUZA , these fees will be borne by the customer.
If there was an error in your order, such as the wrong item being shipped, KREUZA will be responsible for return shipping costs.
During sales events, return and refund times may be subject to change. Please check event details for more information.
If you have any questions regarding your purchase or its warranty, please refer to KREUZA ’ Warranty Policy. You may also contact KREUZA via email at service@evolvebicycles.com. or on the official website’s live chat.
KREUZA is committed to and in the process of building a global service network. The purpose of this network is to better serve our riders. This allows for convenient service and support no matter where you are in the world.
