Terms of Sale, Service, Shipping & Returns Policies
Please read the following before ordering! By ordering from us you are agreeing to our Terms of Sale Policies.
TERMS OF SALE:
ALL SALES ARE FINAL! Hawaii Residents add 4.5% State Sales Tax. Sorry, No C.O.D.s or Cash Refunds. Minimum Credit Card Order – $10.00.
Shipping and handling fees are not refundable. Prices subject to change without notice.
PAYMENT OPTIONS:
We accept Visa, MasterCard, and Discover. Payments can be made during check out by money order or personal checks. Payment must be in U.S. Dollars and payable to Ride Smart Maui LLC.. Note: If you place your order online and select Check/Money Order, please include a copy of your order with the check/money order to the address below. Additionally, please note that your order will not go out until we have received your check/money order in the mail to: Ride Smart Maui, 99 Kahana Nui Rd., Lahaina, Hi. 96761.
Special orders are NON RETURNABLE and CANNOT BE CANCELLED once placed due to the custom and made to order processes involved. Personalized or logo/company promotional / any and all bicycle pieces and all types of merchandise(s) cannot be returned for any reason.
International/Hawaii Orders:
Shipped via a freight forwarder to points outside the Continental United States are NON-RETURNABLE. Ride Smart Maui Inc., makes every effort to make sure you are completely satisfied with your order. We work hard every day to deliver a superior customer experience. Order shortages, damages or discrepancies must be claimed within 2 business days of receipt of order.
All returns and refunds are subject to final approval from Ride Smart Maui Inc. Customer Service Department. A 25% restocking fee may apply depending on the quantity and style of items being returned. If an order is refused, shipping charges are non refundable and all restocking fees will still apply. If a customer refuses a package, they will be charged for any charges we incur in having the packages returned to us. If a customer refuses a personalized non-refundable item, they cannot receive any credits by simply refusing the delivery, and they will incur an additional charge for any return fees we incur after the package is refused. The refused package shall remain in the possession of Ride Smart Maui Inc. until such time as the customer remits payment for us to send the item(s) again. If payment is not received within 30 days of the first failed delivery, then the item is forfeited. Shipping charges are non refundable.
Items with Free Shipping:
Returns on items that included ‘Free Shipping’ will be credited for the item ONLY minus the original shipping charges we incurred to ship the item(s) out to you & restocking fees will still apply. ‘Free Shipping’ will no longer apply once the item is returned. You will be responsible for the return shipping charges, as well as the shipping charges to send your replacement item.
Damage in Shipping:
Please check your order immediately upon receipt and notify us if the item has been damaged. Please report the damage within 48 hours to our Customer Service Department during normal customer service hours. We will need photos of the damaged item, as well as photos of the box the damaged item was shipped in. Please email us images no larger than 300k each. 4×6 photos can also be mailed to our corporate offices if you are unable to email them. We must have the images in order to notify the shipping company and file the necessary damage claims. After claim is presented to the shipping company, we will arrange to have damaged items and their packaging inspected, returned and replaced.
IMPORTANT: Please keep original shipping containers and packaging your item was received in, as they are needed for inspection.
Custom Orders & Close Out Items:
Customized and Custom Made items cannot be returned. These are orders by which the customer chooses the color design, frame, any and all bicycle pieces , logo/personalized products etc and all types of merchandise (s). Ride Smart Maui Inc. will make a fair attempt to offer alternatives that address your concern. Items marked Close Out are not returnable – they are first quality but are no longer manufactured or stocked at Ride Smart Maui Inc. Close out and sale items are not returnable or exchangeable.
Product Returns:
Orders shipped via a freight forwarder to points outside Continental United States are NONRETURNABLE. STOCKED INVENTORY (non-custom): If you are unsatisfied with your purchase, our Customer Service Department will assist you within 3 business days with the proper return approval & shipping instructions. Items will be subject to a factory restocking charge of 25% depending on the quantity and style of items being returned.
To avoid restocking fees, you can opt to send back your original purchase and exchange for equal or higher value exchange. Restocking fees are charged to handle our administration fees of the return which include but are not limited to the following:
1. the return authorization,
2. manual inventory update in our system,
3. receiving of the return,
4. restocking in our warehouse.
Customers are responsible for returning the item in the original shipping containers and in saleable condition. Credit will be given for the price of the item only. Credit is not issued for shipping charges. If the return item was a part of the Free S&H promotion, the eligible refund amount will be the purchase price minus our shipping cost. Claims will not be made on items improperly or insecurely packaged. Credit will be issued when we receive the returned item in good condition at the warehouse.
Warranty Returns:
Ride Smart Maui Inc. offers our customers a 15-day (15 days from the original invoice date supplied by Ride Smart Maui Inc. only) satisfaction replacement or refund guarantee on all purchases. However, the Basic 15 Day Warranty policy applies only if the Product Return Procedure set forth in the RETURN POLICY of the product specification listing is followed. If the customer does not follow the stated Return Policy, it will result in the loss of the Basic 15 Day Warranty benefit. Furthermore, all return shipments not in compliance with these instructions will be rejected. To return items that meet our warranty guidelines, refer to our return procedures for complete instructions.
Return Procedures:
In order to process your warranty claim, please follow these procedures so that we may expedite our service to you: Notify Ride Smart Maui Inc. of the concern with your product(s). A Ride Smart Maui representative will assist you with processing your claim. If the concern is covered under warranty, Ride Smart Maui will direct you to either return the product or part to our offices in Maui, Hawaii USA or the merchandiser directly. The return will not be accepted without a “Returned Goods Authorization” number (RGA) that Ride Smart Maui Inc. customer service representative will provide to you. You will be provided an address to which you can return your item(s). An entire replacement, replacement part, or repaired product will be sent to you after the return is verified by Ride Smart Maui Inc. customer service representative. If a problem occurs after the warranty period, you may request a repair or replacement quote after inspection of the damage. Freight charges both ways will be your responsibility.
Please call us 808-633-8553 with any questions you may have before purchasing your electric bike or accessories. We want you to be happy with your purchase.
E-bike Service Policy:
We happily service all electric motorized bicycles sold through our shop. Electric bicycles not sold through Ride Smart Maui shop are serviced at our discretion. We always do our best to help our electric motorized customers in any way that we can, but we cannot offer guaranteed service on electric e-bikes not sold through our shop. We will not, under any circumstances, service gasoline powered moving objects of any kind.
All Electric bicycles not sold through Ride Smart Maui will be charged based on time and materials. No guarantee of fixing the issue on non brand e-bikes due to many complications and lack of support by manufacture on non brand e-bikes. We do not want you to be unsatisfied in the event problem is not resolved by Ride Smart Maui. With this understanding you agree to pay any incurred cost to Ride Smart Maui for its services.