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90 Day Returns

 

 

 

 

 

 

 

90 day returns - Including bikes!


At MTB Sale our priority is to ensure that you are highly satisfied with your purchase. In the unlikely event that you are not, please feel free to return your goods within 90 days of the purchase date for a full exchange or refund.

Any item including bikes (but with the exception of Wheels, and forks) can be returned to us for any reason provided it has not been used or fitted and is returned in its original packaging and with a valid proof of purchase.

Returns can be made at any MTB Sale store (not just the one you purchased at), including purchases made online. Or you can return your purchase by post.

Refunds will be processed using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase, Bank transfer payments will be refunded in cash but due to banking restrictions can only be refunded at least 14 days after the original purchase date. Due to the high incidence of fraud we regret that we are unable to offer any refund without a valid receipt.
     

 

 

Returning your purchase to a store

We offer the option of returning your mail order purchase to your local MTB Sale store. Our stores are open 7 days a week with many open extended hours. Simply take your purchase and original receipt into your local store. Staff will issue a refund on the spot, or you can browse our store and exchange your purchase for an alternative product.

As with postal returns, store returns must be made within 90 days, refunds will be processed using the original payment method, and the goods must be returned in original packaging with all warranty cards, manuals and accessories.

Address Information:

MTB SALE Store
Jl. Teuku Umar No. 70.
Denpasar, Bali
Indonesia 80361.

Purchases paid for using foreign currency USD and IDR must be returned by post to the Returns Department, using the standard returns policy.  We are unable to process foreign currency refunds in stores.


 

 

 

 

 

     

 

 

Returning your purchase by post

To return your purchase by post complete our online returns form. Please provide us with all the details of why you wish to return your purchase, as your input is invaluable to us when reviewing the products we stock.

Once you have completed and submitted the online returns form you will receive an email confirmation with an MTB Sale returns department address label with your unique return order number. This should be printed out and attached to your packaged item.

It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service. Please ensure that the service you use covers the value of the goods in the parcel. Return shipping costs are non-refundable. If the item is being returned due to our error then any postage will be reimbursed.

It can take 5 days for your parcel to reach us dependent on the courier’s service that is used. Once we receive your parcel we will inspect and process your return within 24 hours. Refunds can take up 3/5 days with your bank to appear in your account. You will receive an email update upon the completion for your return.

If you wish to exchange an item for any reason the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund.

If after 10 days we have not received your return but you completed the online form we will contact you for a progress update.


 

 

 

 

     

 

 

International Returns

Same as returning your purchase by post but with the exceptions detailed below.

If you wish to return an item that is unsuitable or simply not required, the return shipping costs are non-refundable. If you wish to then try a different size or style, delivery will be charged again to post the item back to you.

If the item is being returned due to our error then please contact us to discuss the most convenient return method.

Items paid for in USD and IDR will be refunded in that currency.

Duty Paid

If you have paid duty on an item that has been delivered to you but you are now returning to us, you should be able to claim the duty from your local customs office. For any customs related queries please contact your local customs authority.


 

 

 

 

 

     

 

 

Faulty or wrong items received

We want you to be completely satisfied with you order and we know that sometimes things can go wrong. However help is on hand. On receipt of your order, if you have an issue or a faulty item please call our Contact Centre on 817-027-7201 or use our contact us page. Please have a copy of your order number to hand.


Warranty Claims

All products ordered from MTB Sale come with a full warranty which covers manufacturing faults and defects in workmanship. If you feel that your purchase has developed a fault, the fastest response we can offer is to take advantage of our stores 7 day opening hours and take your product in store for an assessment. To do this you will need to take you proof of purchase.

If taking your product in store is not an option then please email our Warranty department. Please include photographs of your product (please keep below 20mb), your MTB Sale order number (or copy of receipt) so we can immediately start to assess the issue, we may even be able to solve the issue without viewing the product.

Please note: In some cases the manufacturer/supplier or MTB Sale may require to see the item(s) before repair or replacement can take place. If this is the case we will inform you and arrange how to do this.