Return & Refund Policy

Return & Refund Policy

Customer Satisfaction: We value our customers and strive for excellent customer satisfaction. With every purchase of a NEW 8lienbike wheelset or rim, you are automatically enrolled in our worry-free warranty program. This program is designed to provide peace of mind and coverage for any unexpected issues you may encounter with your wheels or rims.

Our Worry-Free Warranty Program: We understand the frustration of dealing with warranty issues, and we are dedicated to supporting our customers every step of the way. Our experienced warranty team is ready to handle all claims promptly and efficiently, ensuring that cases are resolved as quickly as possible. All 8lienbike wheelsets come with a comprehensive 3-year warranty against material or workmanship defects, starting from the date of receipt of your wheels.

Warranty Exclusions:

• Damage caused by crashing, impacts, or abuse
• Modification of the product without prior approval
• Commercial use of the wheels
• Incorrect installation, adjustment, or maintenance
• Normal wear and tear, including bearings, spokes, nipples, and braking track

For warranty claims, please contact us at service@8lienbike.com.

Custom Products: Custom products are created specifically to meet your unique requirements. Therefore, unless there is a quality issue, custom products cannot be returned or exchanged. We ensure the highest standards in craftsmanship to deliver products that match your specifications precisely.

Returns and Exchanges Due to Customer's Personal Reasons: If you need to return or exchange an item due to personal reasons, please contact our customer service within 7 days of receiving your order. The shipping costs and any associated taxes for returning the item will be your responsibility. We recommend using a trackable shipping service to ensure your return is received safely.

Return Process for Defective Products: To return a defective product, please follow these steps:

1. Contact Customer Service: Initiate a return by contacting our customer service at service@8lienbike.com.
2. Provide Proof of Purchase: Supply proof of purchase and detailed information about the defect.
3. Return Instructions: Follow the instructions provided by our customer service team, including any packaging requirements and return labels.
4. Ship the Product: Ship the defective product back to us using a trackable shipping service.

Wear / Crash Replacement Policy: At 8LienBike, we understand that accidents can happen unexpectedly, and we're here to support you through those challenging moments. As fellow riders ourselves, we know the heartache of seeing your beloved bike suffer from a bad crash. That's why we guarantee that you'll never feel unsupported with our wheels—we'll be there to assist you every step of the way.

Crash Replacement Breakdown:

• Carbon Wheels/Rims: Enjoy a Free Lifetime Crash Replacement. In the unfortunate event that your carbon wheels are damaged due to a crash, we offer a 30% discount on all replacement parts. Please reach out to us at service@8lienbike.com for crash replacement claims.

Frequently Asked Questions:

1. Are secondhand wheels under warranty? Our warranty program is non-transferable and applies solely to the initial purchaser of the wheelset.

2. What is covered under the warranty? The warranty covers wheels, spokes, nipples, and hubs for issues arising from non-external factors during the warranty period. We provide replacements for defects in materials or workmanship.

3. What isn’t covered under the warranty?

• Vulnerable parts such as bearings, valves, quick releases, thru axles, and brake pads.
• Improper assembly or maintenance.
• Installation of parts, accessories, or tires not originally intended for or compatible with the rims/wheels.
• Damage or failures due to a crash, accidental damage, product misuse, heat damage, non-compliance with manufacturer specifications, or other external factors.
• Exceeding the wheel’s weight limit or tire pressure, and riding in unsuitable terrain or conditions.

4. Shipping and Taxes: Within 30 days of product receipt, 8LienBike covers shipping costs for manufacturing defects. After this period, the customer assumes shipping costs.

5. What is covered under the Crash Replacement Policy? Replacement rims, spokes, and hubs are available at a discounted rate to assist you in your time of need.

Shipping and Customs Duties of Crash Replacement Items: Customers are responsible for shipping and customs duties under the crash replacement policy.

At 8LienBike, we prioritize your riding experience and strive to provide comprehensive support whenever you need it most.