Cancellation Tangible Purchases:
You may cancel any order within 12 hours after the order was placed at no charge to you.
Any cancellation made after 24 hours will incur a 5% processing fee, which will be deducted from your refund.
Any cancellation made after 48 hours will incur a 10% restock fee, and the return freight cost will be the responsibility of the customer.
Cancellation Rental and In-Home Repair: (Intangibles)
If you wish to cancel before your hire pick-up time or your in-home service, you must cancel by emailing us at tandemez22@gmail.com. If you choose to cancel a prepaid reservation 48 hours before the hire pickup time, we will credit you 50% of the full prepaid amount, or you can choose to reschedule the hire to another date. Once canceled, we will credit you within approximately seven business days. Credits will be applied to the same method with which you prepaid.
If you do not cancel the reservation before the time of pick-up and the eBike(s) are not picked up on the rental date, no portion of the prepaid amount will be refunded. If you return the eBike(s) before the original return date, you will not be refunded any portion of the payment for unused time.
Cancellation of Tour products and Supported Rental Products (Intangibles)
*If you choose to cancel a confirmed booking, the following cancellation charges will apply from the date our being informed.
31 – 40 Days 30 % of the Tour or Supported Rental fee
16 – 30 Days 50 % of the Tour or Supported Rental fee
0 – 15 Days Full Payment of Tour or Supported Rental fee
*In cases where Mountainbikingasia.com or TandemEZ.com, both dba’s of Asia Link Inc., must cancel a tour, rental, or home service and your second or third choice is not acceptable to you, Mountainbikingasia.com or TandemEZ.com and any associated agent(s) will grant a full refund to you minus any bank/service charges incurred.
Shipping Bicycle Product (Tangible):
We ship with a FREIGHT company (NOT UPS small package), and this may take longer than the usual shipping time due to the freight company’s schedule. It can vary from 10 days to 20 days, depending on your location and your response time for their request to schedule a delivery time with you.
Shipping Other Products (Tangible)
We use USPS service, and the typical handling time is 2 days with ground service of 7 days within the continental USA
Refused/Returned items (Tangible):
Any order that has been shipped and refused/returned will have the 20% restock fee and the actual UPS (or other shipping co.) published two-way shipping charges, with a max. of 30% discount – even if the item was offered with the free promotional shipping. We do not guarantee on what day your item will arrive since it will go through many parties until it reaches you. However, we can email your tracking number so you can calculate the date of arrival. Customer automatically agrees to have his/her account debited for any cancellations/returns/refused fees.
Product upgrade (Tangible):
The company reserves the right to modify products without prior notification to the purchaser, and ship such items with no additional costs.
Refund Policy (Tangible):
There is a 30-day return policy after delivery for any reason. NO QUESTIONS ASKED.
However, return shipping is paid by the customer.
A 10% restock fee applies.
Product must be packed with its original packaging materials, shipped back by a shipping company, freight prepaid, within thirty days of its delivery date.
If the returned item shows signs of use or arrives back damaged, there will be no refunds or up to a 50% restock fee will be applied based on the condition.
If the item received is damaged by the customer, you must notify us within 24 hours via email, as well as the shipping company. The damage MUST BE noted on the delivery paper; otherwise, the damage claim will be voided.
If the item received is not as described, you must notify us within 24 hours via email. The mark of “Not as Described” MUST BE noted on the delivery paper; otherwise, this claim will be voided.
Assembly Bicycle Purchase:
You understand that these online orders may need assembly and service. Our bikes come out of the box 85% assembled. In such matters, you may choose one of the following steps: 1/ BEST: Have us send your bike to a shop in our network that will assemble and fit it at no extra charge to you! We will pay the bike shop on your behalf! 2/assemble yourself if you are familiar and have the proper tools. (We will also send you a Video)
Occasionally, freight may go through rough handling, and some screws, wire connectors can get loosened. In such cases, it is the consumer’s responsibility to tighten those parts. If the company provides you with a replacement part, customers must install it or if it is not possible, must take the product to a local shop to do such adjustments or installations. No claim for DOA (dead on arrival), missing parts etc, will be accepted without a written verification of a certified shop or technician.
Description of Bicycle Products:
Characteristics of electric-powered vehicles: these bikes are battery-operated and considered “light” vehicles. The speed, power, and distance are largely dependent on many factors, such as the weight of the rider, the terrain, the wind conditions, the tire pressure, the charge of the battery, etc Therefore, any distance or speed parameters quoted are estimates only. There are no guarantees that our product will climb a particular hill or reach a certain speed under any circumstances.
Recap on Cancellations and Refunds Tangible and Intangible Products:
Our refund and returns policy lasts 30 days for fixed asset purchases. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. If you cancel a confirmed order or return, there will also be charges incurred, such as restocking or packing, or shipping paid, that will be deducted from what is refunded to you as outlined above.
For Rentals and Services, Tours and Supported Rentals cancellation percentages begin to incur within a 40-day window and rise as we near the date of service.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Cost of the return shipping to us is at your expense.
There are certain situations where only partial refunds are granted:
1) Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
2) Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval and amount of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at tandemez22@gmail.com
Sale items
Only regular-priced items may be refunded. Sale items cannot be refunded.
We only replace components if they are defective or damaged upon receipt or under the warranty period. If you need to exchange it for the same item, send us an email at tandemez22@gmail.com and send your item to: Asia Link Inc., PO Box 5836, Salem, OR 97304
To return your product, we will provide a shipping address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Warranty of Bicycle Product
We warranty the bike frame and fork for one year under normal usage. We warranty all electrical components for 2 years under proper care and maintenance. All other components on the bicycle we warranty for 7 months, again under normal wear and tear. Our warranty starts from your date of your purchase.
Purchaser must be able to provide electronic proof of purchase using order number, email address or name used at time of original purchase.
Two-Year Limited Warranty Battery Components: TandemeZ warrants to the original purchaser that the battery is free of defects in material and workmanship for two (2) years. The defective product will be replaced or repaired if it meets certain pre-conditions. The order number, email address, or name used at the time of original purchase is required to establish proof of purchase and warranty date and must be provided to TandemEZ for all warranty claims. The original battery proof of purchase must be maintained for any further claims. All replacement batteries will be warranted for the balance of the original warranty period. Replacement will be honored only by TandemEZ.
Covered Products:
- This warranty applies only to products, parts, and components (“PRODUCTS”) that have been sold in new condition by TandemEZ or its authorized dealers.
- This warranty applies only to replacement/repair of the product in case of a manufacturing flaw in materials or workmanship, by the Scope of Warranty Service, and subject to any and all exclusions, limitations, and procedures explained below.
- This warranty is not transferable and is available only to the original purchaser of the products, and only if the purchaser has retained constant ownership of the product since the original purchase of the product in new condition.
Warranty Period:
- Batteries are covered for manufacturer defects only, for two (2) years from the original receipt date. Regular wear and tear, usage, or misuse of your battery is not covered.
- Other electronic components are covered for manufacturer defects only, for one (1) year from the original received date. Regular wear and tear, usage, or misuse is not covered.
Bicycle frames are covered for manufacturer defects only, for one (1) year from the original receipt date. Regular wear and tear, usage, or misuse is not covered.
- Mechanical components are covered for manufacturer defects only, for a period of 7 months from the original receipt date. Regular wear and tear, usage, or misuse is not covered.
- For all PRODUCTS, this warranty expires two (2) years from the date the PRODUCTS were received by the PURCHASER unless excluded from warranty or otherwise voided from coverage under warranty
Warranty Exclusions:
This warranty intends to ensure that the PURCHASER of any new PRODUCTS sold by TandemEZ receives a high-quality product, free of manufacturing defects. This warranty should not be considered to be an insurance policy against any damage occurring after the products are received, nor as explicit or implicit acceptance by TandemEZ of responsibility for the consequences resulting from the failure of any PRODUCTS, irrespective of whether the failure itself is covered by this warranty.
In addition, the following situations are excluded from this warranty or lead to exclusion from this warranty:
- Warranty claims not made by the Warranty Claims Process (explained below).
- PRODUCTS with technical alterations that have been made without the approval of the manufacturer.
- PRODUCTS with alterations to or additions to which use incompatible or non-original parts.
- Damage to or failure of PRODUCTS resulting from weather, misuse or ordinary wear and tear. (Including, but not limited to, tires, tubes, brake pads, brake cables, handlebar grips, chain, etc.)
- Theft, robbery, vandalism, intentional damage, or accidental damage after possession of the PRODUCTS has been transferred to the PURCHASER.
- Incidental/consequential damage or injury.
- PRODUCTS that have been used or transported inappropriately or improperly (e.g., by loading your bike above the listed maximum load capacity).
- PRODUCTS with damage resulting from improper maintenance or storage (e.g., storing battery fully discharged, fully charged over winter months).
- Any electrical component that has been opened, altered, partially disassembled, or completely disassembled except by an authorized Tech Support Agent.
- Any PRODUCTS that have been disassembled in a manner not authorized by TandemEZ or that have had repairs attempted by anyone not authorized by TandemEZ.
- PRODUCTS that have been damaged due to improper adjustment, assembly or worn components.
- PRODUCTS with damage resulting from an accident.
- PRODUCTS that have been lent, leased, or rented commercially.
- PRODUCTS that were not purchased by PURCHASER in new condition.
- TandemEZ will not pay for any third-party service or part replacement unless agreed upon prior to the repair in writing.
- TandemEZ will not pay for return shipping on any product or component subjected to misuse, intentional or accidental damage.
- TandemEZ will not cover any damage resulting from the use of a third-party battery charger.
- TandemEZ will not cover any damage that may occur during shipping if the owner sets up their own shipping option or uses something other than Go Ebikes’ shipping providers.
The Scope of Warranty Service:
In case of a warranty claim within the warranty period for a non-excluded situation, TandemEZ agrees to repair or replace the failed warranted PRODUCTS with equivalent parts/accessories/components at the discretion of TandemEZ or by a third-party with the approval of TandemEZ. Replacement parts may not be identical to those being replaced.
Any additional non-warranty work done concurrently with a warranty repair/replacement will be subject to ordinary parts/labor fees. This includes anything not included by the warranty as well as anything excluded from the warranty. No service, repair, or parts replacement provided under warranty will extend the original warranty periods.
Warranty Claims Process:
Step 1 – If you suspect that any part/component is defective, do not attempt to repair or replace it yourself or to have it repaired or replaced before contacting TandemEZ; doing so may void your warranty and may cause additional damage, not necessarily limited to the PRODUCTS in question, and may also increase the risk of injury.
Step 2 – Contact tandemez22@gmail.com
Step 3 – Provide photo, video, and other details as requested.
TandemEZ will not replace any part without first inspecting photos or video of the damaged part.
All claims to this warranty must be made through TandemEZ as outlined above. The order number, email address, and/or name used at the time of original purchase are required to establish proof of purchase and warranty date. Valid warranty claims will be processed through TandemEZ within one (1) year from the original receipt date.
Damage during Warranty or after Warranty Service
Knowing that accidents can happen, we offer an at-cost part replacement for our TandemEZ customers after warranty. Send your damaged part to us, and we will send back to you the same part at cost + shipping charges. It will be necessary to show your original purchase receipt, as we offer discounts to owners.
Shipping Damage Claims:
IMMEDIATELY inspect your product(s) for damage. Shipping damage claims are extremely time sensitive. We will not accept shipping damage claims later than 3 days from receipt of the product. Whenever possible, note any damage to your product(s) on the Bill of Lading before you and the delivery driver sign off on the dropped off items. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Whenever possible, report damage claims within 3 days of delivery to TandemeZ for return/replacement assistance and instructions.
For questions or assistance regarding anything, contact tandemez22@gmail.com or call us at 503-991-5193, Monday-Friday 9 am PST to 5 pm PST.
The Most Important Thing You Can Do With Your Purchase!
Complete the warranty registration process with the Bike and Battery Serial numbers and your purchase receipt!