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Politique de remboursement

Last updated: [6/24, 2025]


At Assisting Force SPORTS EQUIPMENT (HK) LIMITED, we take pride in the quality, craftsmanship, and customization options of our products. Our goal is to deliver exceptional performance cycling frames and equipment to our global customers. However, due to the made-to-order nature of many of our products and our direct-shipping logistics model from China, we have a specialized Return & Refund Policy designed to ensure clarity, fairness, and respect for production resources.

This policy applies to all purchases made through the official Assisting Force store and outlines the conditions under which refunds, replacements, and cancellation requests are handled.

1. Returns Policy

1.1 General Return Policy

We do not accept product returns under normal circumstances. All orders are final once shipped due to the following considerations:

  • We operate a direct-from-China fulfillment system to reduce costs and improve efficiency. This international model limits our ability to process returns in the same way as local or warehouse-based sellers.

  • Many of our products, especially custom-painted frames, are made to order and cannot be resold.

  • International return shipping is often costly, complex, and may involve customs risks for both the customer and our team.

As a result, we strongly encourage all customers to carefully review their orders, especially regarding frame size, paint color, configuration, and shipping address before placing and confirming payment.

1.2 Exceptions to the No-Return Rule

We do offer free replacements in the following situations:

  • Defective Product Upon Arrival: If the product is proven to have manufacturing defects (e.g., structural issues, alignment problems, broken accessories) not caused by misuse or transportation handling.

  • Damage Caused During Shipping: If the product arrives with visible damage, broken components, or missing parts due to courier mishandling, and the damage is reported within 7 days of delivery.

To qualify for a replacement:

  • Customers must email us at hello@afbicycle.com with clear photos or videos of the damage or defect, along with a description of the problem.

  • Claims must be submitted within 7 calendar days of the delivery date, as shown on the courier tracking information.

  • The product must not be used, altered, or modified prior to the complaint.

Upon verification, we will ship a replacement item free of charge, using the same or equivalent model.

2. Refund Policy

2.1 Refund Eligibility Window

We understand that customers may occasionally need to cancel an order. Therefore:

  • You may request a full refund within 48 hours of placing your order for standard, non-customized products.

  • If the cancellation is customer-initiated, a transaction fee or currency conversion fee may be deducted from the refund. This typically applies to fees collected by PayPal, Stripe, or Shopify Payments.

  • If the cancellation is due to a mistake or delay on our part, you will receive a 100% full refund with no deductions.

Refund requests made after 48 hours will only be approved if order processing has not yet begun (e.g., no painting, no packaging, no allocation to the logistics queue).

2.2 Refund Method

Approved refunds will be processed within 5–10 business days and returned to the original payment method. Depending on your bank or payment platform, it may take additional time for the funds to appear in your account.

3. Custom Paint & Special Orders Policy

Custom-painted products represent a significant portion of our catalog. These frames are hand-painted based on each customer’s color and logo preferences, and therefore have stricter refund and cancellation guidelines.

3.1 Modification and Cancellation Rules

Stage of Order Policy
Before painting begins Custom paint design can be modified or canceled with a handling fee of USD 15.
After painting begins Custom paint cannot be modified or canceled. No refund or credit will be offered.
After 48 hours but before painting begins Cancellation will incur a 15% restocking and administrative fee.
After 48 hours and painting has started Cancellation will result in a 30% penalty, as materials and labor have been committed.

3.2 Why Cancellation Fees Apply

Each custom paint job involves:

  • Manual labor from skilled painters

  • Specialized paints and protective coating

  • Time allocated in our workshop pipeline

These elements cannot be reused or resold once the order has been placed. Cancellation fees help us cover the irreversible costs involved in customized production.

4. Order Adjustment Policy

We understand that mistakes happen. If you entered the wrong size, address, or selected the wrong item:

  • Before your order is shipped: We can update your shipping address or order details, provided you notify us within 24–48 hours after purchase.

  • After shipment: Unfortunately, we cannot reroute packages or alter the delivery destination. You will need to contact the courier directly for assistance.

We are not responsible for packages returned due to incorrect addresses entered at checkout. If the item is returned to us, additional shipping fees will be charged to resend the item.

5. Replacement Policy

If you receive a product that is unusable due to either:

  • Manufacturing defects, or

  • Transit-related damage

We will send a free replacement of the same item or an equivalent model (if the original is unavailable). Please follow these steps:

  1. Contact our support team at hello@afbicycle.com within 7 days of delivery.

  2. Include your order number, description of the issue, and photo/video evidence.

  3. Wait for our response within 2–3 business days to confirm whether replacement is approved.

  4. If approved, we will ship the replacement item and provide a new tracking number.

Note: Replacements are only issued once per original order. Additional requests will be evaluated case by case.

6. Refund or Replacement Rejection Grounds

Refunds or replacements will not be issued under the following conditions:

  • The product was used or modified after delivery.

  • The damage was caused by improper installation, accident, abuse, or negligence.

  • The request was submitted after 7 days from the delivery date.

  • The issue is subjective or cosmetic and does not affect product functionality (e.g., minor paint imperfections).

  • The request involves custom paint requests after the painting process has started.

7. Contact Information

For all inquiries related to returns, refunds, modifications, or warranty replacements, please contact our Customer Service team:

Assisting Force sports Equipment Co., Ltd.
Email: hello@afbicycle.com
Address: A2, B2 building yifa industrial Zone Qiubao Road, Qiuchang Town, Huiyang Dist, Huizhou City516221, Guangdong, China.

Customer Service Hours: Monday–Friday, 9:00–18:00 (GMT+8)

We aim to respond to all customer service emails within 24–48 business hours.

8. Final Note

By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy. We thank you for supporting a high-performance cycling brand that values craftsmanship, transparency, and rider experience.