ORDER POLICY

Hero Cycles undertakes a rigorous ’23-Point’ checklist on every cycle once the same has been fully fitted to ensure that there are no damages/defects to the cycle prior to shipping the same to you.

In case of any manufacturing defects, damage during transit and wrong/different product delivered, Hero Cycles shall do free return of products basis below:

• In case of any manufacturing defect that is noticed upon delivery of the cycle/product, the same shall have to be raised with Hero Cycles within 7 working days of receiving the product at [email protected] OR 1800-208-4376 and Hero Cycles shall extend all reasonable assistance in this regard
• In case of any damage during transit, you shall intimate us within 48 hours of Delivery of the cycle/product, and provide pictorial evidence of the damage on our official email ID for the same. The cycle/product shall be in an unused condition at the time of intimating us regarding such damage
• In case of any wrong item delivered, you shall intimate us within 48 hours of Delivery of the cycle/product, and provide pictorial evidence of the bike delivered on our official email ID for the same. The cycle/product shall be in an unused condition at the time of intimating us regarding such damage

Any request for the return of the cycle/product shall be at the sole discretion of Hero Cycles. In case of a return being approved by Hero Cycles, all items must be returned in their original condition along with the following:

• Original invoice from Hero Cycles
• Pictures of damaged parts
• Picture of Frame no.
• User manual and other documents
• Accessories provided at the time of sale of the cycle
• The original box, intact, along with the packaging as delivered

We may contact you to ascertain the damage or defect in the product prior to issuing the replacement

Hero Cycle shall assess the extent of damage to the cycle/product and shall take best efforts to ensure the same is rectified to your satisfaction, either by replacing the damaged part or reimbursing the cost of service to you. If such damage cannot be rectified, Hero Cycles shall process the return of the product and replace the cycle/product (or) refund the money paid by you.

• In case of a wrong item being delivered, upon confirmation of the issue, Hero Cycles shall process the return of the product and replace the cycle/product with the actual ordered (or) refund the money paid by you
• Hero Cycles shall have the right to reject the return pickup if the items are not returned according to the above-mentioned.
• In case of any performance-related issues, then the customer shall raise the issue at [email protected] / 1800-208-4376 OR visit the nearest dealer’s store OR visit the “Virtual Assistance” section on the website for virtual assistance. Hero Cycles shall extend all reasonable assistance in this regard.
• Any other damages that may have occurred to the cycle shall be your responsibility. Hero Cycles shall also not take any responsibility for normal wear and tear, defects, malfunctions or failures that result from the abuse, neglect, improper maintenance, alteration, modification, accident, or misuse of the cycle/product. However, Hero Cycles will advise you regarding the rectification of the said issue.

Please contact our customer care team at [email protected] 1800-208-4376

Shipment, Cancellation and Refund Policy

Customer POLICY NOTE for Online sales from www.herocycles.com (For order of cycles and accessories)

Free Delivery

Hero Cycles is pleased to offer Free Delivery Service on its cycles. You can expect delivery of your purchased cycles within 8 days of order confirmation from us with the following terms and conditions:

• The free delivery offer is only applicable when the order includes cycle
• Orders consisting only of accessories are not covered under free delivery
• Delivery time of 8 days doesn’t cover North East and Kashmi
• Hero Cycles reserves the right to end this offer anytime and modify the terms and conditions without prior notice
• In case a customer returns all or part of the purchased items, the Free Delivery Service will be terminated automatically
• Hero Cycles has the right to reschedule the delivery time as per products availability and feasibility

Cancellation Policy

Free cancellation, till the time the cycles have not been shipped.

Cancellation post-dispatch of the cycle to the customer’s place is not acceptable.

Shipping Charges For Return/Exchange

• For defective/damaged/wrong items we will ship back the item at no cost to you.
• For other returns, we will initiate the pick-up with charges borne by you.
• Original shipping charges are non-refundable.

Return shipping charges should be deducted from the refund amount mentioned below:

• INR 999/- inclusive of GST in case of NCR, Metro & selected cities
• INR 1999/- inclusive of GST for pan-India locations except NCR, Metro, and selected cities

Exchange Policy

Exchange is applicable for manufacturing defects only according to stock availability of the product with the company. The customer has to initiate the exchange request within 48 hours of receiving the product.

Any request for exchange of the cycle/product shall be at the sole discretion of Hero Cycles. In case of an exchange being approved by Hero Cycles, all items must be returned in their original condition along with the following:

• Original invoice from Hero Cycles
• Picture of Frame no.
• User manual and other documents
• Accessories provided at the time of sale of the cycle
• The original box, intact, along with the packaging as delivered
• We may contact you to ascertain the damage or defect in the product prior to issuing a replacement.

In case the desired product is not available in stock:

The customer can choose an alternate model and pay the shipping cost as below. The differential cost will be adjusted as per the product selected.

Exchange shipping charges should be deducted from the refund amount mentioned below:

• INR 999/- inclusive of GST in case of NCR, Metro, and selected cities
• INR 1999/- inclusive of GST for pan-India locations except NCR, Metro, and selected cities
• In case of non-availability of the product, the money shall be refunded after deducting the shipping charges as mentioned above.
• INR 999/- inclusive of GST in case of NCR, Metro, and selected cities
• INR 1999/- inclusive of GST for pan-India locations except NCR, Metro, and selected cities

Refund Policy

REFUND: After receiving your return and inspecting the condition of the cycle, we will process your refund. Please allow at least 15 working days from the receipt of your item to process your return.

Refund is processed through respective banks and thus will be credited to the customer’s account as per the bank’s standard processing time. However, we will notify you by email when your refund has been initiated.

Shipment, Returns, Cancellation and Refund Policy For Only Accessories Online Order

Hero Cycles and its authorised retail partners will be delivering the customer orders based on serviceability in certain areas which are serviceable by logistic partners in India only.

The customer will be charged shipping charges as per rates mentioned in the below table

* J&K, Sikkim, and North East India delivery charges would be INR 1000/- above INR 3000/- cart value due to additional shipping charged by logistic partners.

Hero Cycles reserves the right to cancel or refund any order if it is received from areas that are unserviceable due to any reason beyond its control i.e. (not limited to) natural disasters, riots, acts of God, change in serviceability provided by logistics partners, without any prior notice.

The standard shipping time for accessories is 7-10 days.

Cancellation & Refund Charges Of Accessories

Return pick up will be arranged for products which are delivered with manufacturing defects or wrong product.

The customer is required to reach out to Hero Cycles customer care via email ([email protected]) or call (1800-208-4376) with photos of defective/wrongly delivered products to initiate reverse pick up.

The customer needs to pack the product with all tags and in-box contents in original packaging for reverse pick up.

A replacement order will be generated for approved returns and the customer will be notified about it.

Cancellation

Free cancellation* (Till the time accessories have not been shipped)

Cancellation post-delivery of the accessories at the customer’s place is not acceptable.

Refunds are processed through respective banks and thus will be credited to the customer’s account as per the bank’s standard processing time.