GENERAL FAQ

What is New Era Cycle?

New Era Cycle is a registered retailer and distributor for bicycle products in Singapore. The company was founded by a team of passionate and committed cyclists who have been in this industry for more than a decade.

How to be New Era Cycle’s Member?

You may visit our retail store or sign up an online account and spend a minimum of S$250 in a single receipt/online order to be eligible for our membership.

What is the benefits being a Member?

As a member, you will enjoy more savings and exclusivities at our online store at the same time earn reward points whenever you make a purchase. Our reward points rates is equivalent to 2.5% rebate that has no expiry date. On top of that, you get to enjoy 5% membership discount excluding clearance products in every purchase at our retail store and online store.

Are the prices of your items negotiable?

Our prices are fixed.

Do you have promotion or sale events?

Yes, we do have occasional sale or promotion events. Visit our Facebook page to view our latest promotions or sign up with our Newsletter Service to receive our latest updates.

Can I order or reserve product through the phone or other social media platform?

You can’t order or reserve products through the phone or social media platform. For purchase & reservation of products, kindly purchase via our website at www.neweracycle.com.

How do I register?

You can register an account with New Era Cycle in few simple steps: (1) Go to www.neweracycle.com (2) Click ‘Login/Register’ at the top of the page(3) Click “Register” & fill in your particulars to complete the registration.

Will my information be kept confidential?

Of Course! We use your information only to process orders, to provide an enhanced and personalized shopping experience, and to inform you of special offers and discounts.Your information will NOT be released to any third parties. All will be kept confidential, and sensitive information such as bank details will NOT be stored in our data. It will be deleted once the transaction is done. For further details, kindly refer to our privacy policy.

How do I update my account details?

Once you have signed up, you can click on ‘My Account’ at the top of the page, or look under ‘My Account’ at the bottom of the page. Here, you can edit your account information such as delivery address, email, password, and other details.

Are the prices online same as the retail store?

The price of our products online usually will be the same as our retail store. In the event of price differences, it may be due to an ongoing retail store or online promotion.

ONLINE PURCHASING

How long will the shipment take for Pre-Order items?

The duration of the shipment varies for different products. Generally, the shipment takes approximately 7-120 days.

Do I need to register an account to place order?

No. There will be option for you to check out as guest without creating an account with us. However, you will not be able to earn and accumulate reward points.

Can I cancel an order?

As soon as we receive your order, we immediately pick it, pack and send it over to you as quickly as possible. Hence, we cannot cancel your order once it is encoded in our system. To ensure that you receive your order, please key in the correct delivery address.

Am I entitled to free installation in the retail store for product purchase online?

All products purchase online does not entitled to free installation in the retail store. For installation charges, please email to wrenching@neweracycle.com.

Why is my order history empty?

Our online system only records up to 3 months of the online order history. Fret not, we do keep a copy in our main system of your online purchase record when we processed your order.

What do I do if I experience technical issues?

If you are having problems accessing our website, please use the latest version of your operating system and your browser. If you are still having problems, email us at retail@neweracycle.com or call (+65) 61008645

REWARD POINTS

What are New Era Cycle Reward Points?

Reward points are issued by New Era Cycle. You can accumulate reward points and use it to purchase our products.

How to earn reward points?

Each time you purchase a product, you earn reward points; 1 reward point will be given for every dollar spent. There will be no expiry dates, fees, or limits on the points users can earn.

How do I return an incorrect or defective item?

New Era Cycle ensures that your items are inspected, packed and delivered properly.

For incorrect items, please email us immediately at retail@neweracycle.com with your order ID, copy of receipt, photographs of the incorrect items, contact information and the reason for the return. We will contact you once we have received the returned item and replace the item right away.

For defective items, please come down to our shop for warranty file up (for Singapore orders).

For overseas orders, send us an email and take a photo or video to retail@neweracycle.com. Our sales staff will assist you.

Please ship the item to the address below:

14, Arumugam Road, #01-04
LTC Building C
Singapore 409959

New Era Cycle shall bear the cost of shipping the replacement item(s) to you. Please note that all exchanges will be subjected to stock availability and while New Era Cycle endeavours to ship a replacement item(s) to you. We reserve the right to do an exchange by way of an item(s) of a similar value, providing online store credit or any other methods at the discretion of New Era Cycle.

PAYMENT

What modes of payment are accepted?

New Era Cycle accepts payments made via PayPal, Visa/Mastercard & ENETS(Singapore)

Is it safe to pay online?

Ordering and paying online is safe. Our E-commerce platform is PCI compliant*. Furthermore, we will be using PayPal, a secure checkout system.

*PCI (Payment card industry) compliance is adherence to a set of security standards that were developed to protect card information during and after a financial transaction.

Terms of Use

Please read these Terms of Use (“Agreement”, “Terms of Use”) carefully before using www.neweracycle.com (“the Site”) operated by New Era Cycle LLP (“us”, “we”, or “our”), business registration number T13LL2197D. This Agreement sets forth the legally binding terms and conditions for your use of the Site at www.neweracycle.com.

By accessing or using the Site in any manner, including, but not limited to, visiting or browsing the Site or contributing content or other materials to the Site, you agree to be bound by these Terms of Use. Capitalized terms are defined in this Agreement.

Intellectual Property
The Site and its original content, features and functionality are owned by New Era Cycle LLP and are protected by international copyright, trademark, patent, trade secret and other intellectual property or proprietary rights laws.

Account / Passwords
You are responsible for maintaining the confidentiality of your account and password. You agree to accept responsibility for all activities that occur under your account or password. You agree to immediately notify us in the event of any unauthorized use of your account or other breach of security.

Termination
We may terminate your access to the Site, without cause or notice, which may result in the forfeiture and destruction of all information associated with you. All provisions of this Agreement that by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity, and limitations of liability.

Modifications to the Services and Prices
Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

Products or Services
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy. We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any color will be accurate. We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

Pricing
Pricing from neweracycle.com may be differed from New Era Cycle retail physical shop. Occasionally neweracycle.com may have time sales/promotions that is only applicable to online purchase.

New Era Cycle Reward Points
(1) Reward points can only be given to registered members, not including dealers. (2) Reward points may be redeemed only for the purchase of merchandise on the Site and may not be used for the purchase of gift vouchers or services. (3) Reward points are not redeemable for cash. (4) Reward points are not transferable and may not be combined with reward points belonging to others. (5) At no time may you purchase, sell or barter any reward points. (6) Reward points can be use for partial redemption. You can purchase with reward points only at our online store. (7) No Reward Points will be awarded for purchase of discounted items.

Non-Fulfillment of an Order
In rare instances, New Era Cycle is unable to fulfill an order as a result of damage to, or loss of, the item before shipping, or for other reasons, we reserve the right to rescind the transaction, and we will promptly refund any amount you have paid for the item. However, beyond a refund of amount paid, we cannot be, and by registering with www.neweracycle.com you agree that you will not hold us, responsible for any damages associated with non-fulfillment of an order.

Personal Information
We do not sell, trade, or rent Users personal identification information to others. Your submission of personal information through the store is governed by our Privacy Policy.

Applying for Dealer Account
You are required to provide your personal and company details when applying for dealer account. The submission of these details through the website is governed by our Dealer Policy.

Shipping & Delivery
By submitting your orders, you acknowledge that you have read and agree to the shipping & delivery policy.

Links To Other Sites
Our Site may contain links to third-party sites that are not owned or controlled by New Era Cycle LLP.

New Era Cycle LLP has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party sites or services. We strongly advise you to read the terms and conditions and privacy policy of any third-party site that you visit.

Prohibited Uses
In addition to other prohibitions as set forth in the Terms of Use, you are prohibited from using the site or its content: (1) for any unlawful purpose; (2) to solicit others to perform or participate in any unlawful acts; (3) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (4) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (5) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (6) to submit false or misleading information; (7) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (8) to collect or track the personal information of others; (9) to spam, phish, pharm, pretext, spider, crawl, or scrape; (10) for any obscene or immoral purpose; or (11) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

Disclaimer of Warranties; Limitation of Liability
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable. You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you. You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. In no case shall New Era Cycle, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

Indemnification
You agree to indemnify, defend and hold harmless New Era Cycle and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Use or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

Disclaimer of Warranty
The site, its content and all text, images, merchandise and other information on, accessible from or available through this site are provided on an “as available” and “as is” basis without warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. Specifically, but without limitation, New Era Cycle does not warrant that: (1) the information available on this site is free of errors; (2) the functions contained on this site will be uninterrupted or free of errors; (3) defects will be corrected, or (4) this site or the server(s) that makes it available are free of viruses or other harmful components.

Credit Card Payment
In a credit card transaction, you must use your own credit card. New Era Cycle will not be liable for any credit card fraud. The liability to use a card fraudulently will be on the user and the onus to ‘prove otherwise’ shall be exclusively on the user.

Accuracy of Content; Limitations on Quantity
The information on this Site is believed to be complete and reliable; however, the information may contain typographical errors, pricing errors, and other errors or inaccuracies. Errors will be corrected as soon as practicable. We reserve the right to: (1) revoke any stated offer; (2) correct any errors, inaccuracies or omission; and (3) make changes to prices, content, promotion offers, product descriptions or specifications, or other information without obligation to issue any notice of such changes (including after an order has been submitted, acknowledged, shipped or received). We also reserve the right to limit quantities (including after an order has been submitted and/or acknowledged) and to revise, suspend or terminate an event, promotion at any time without notice. The inclusion of any products or services on this Site at a particular time does not guarantee that the products or services will be available.

Governing Law
This Agreement (and any further rules, polices, or guidelines incorporated by reference) shall be governed and construed in accordance with the laws of Singapore, without giving effect to any principles of conflicts of law.

Changes To This Agreement
We reserve the right, at our sole discretion, to modify or replace these Terms of Use by posting the updated terms on the Site. Your continued use of the Site after any such changes constitutes your acceptance of the new Terms of Use.

Please review this Agreement periodically for changes. If you do not agree to any of this Agreement or any changes to this Agreement, do not use, access or continue to access the Site or discontinue any use of the Site immediately

General Warranty and Exchange Policy

New Era Cycle will provide warranty for the products that sold at our online and retail store with official receipt. Warranty strictly covers only on defective manufacturing and workmanship (refer to warranty exclusions).

Return & Exchange

  1. Return and exchange is valid for 30 days. Eligible items must be in its original showroom condition and purchase during non-promotional period (See section 2) with proof of purchase.
  2. Return and exchange is not eligible during promotional period. (Online coupon code, online deals, gifts, in-store offer and pre-order offers)
  3. Returned item(s) will be refunded via in-store credit or reward points equivalent to the value of the item(s).

Our return address
NEW ERA CYCLE (SINGAPORE)
14 Arumugam Road, LTC Building C
#01-04 Singapore 409959

Warranty Period

The duration of the warranty varies for different products. Please contact us at retail@neweracycle.com for more information.

Exclusions

Warranty does not cover:
(1) Normal wear and tear
(2) Improper assembly
(3) Improper follow-up maintenance
(4) Installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold
(5) Damage or failure due to accident, misuse, abuse, or neglect
(6) Labor charges for part replacement or changeover
(7) Broken seal

Warranty processing time

As warranty claim is subjected to the manufacturer/supplier approval and it may take up a few days or weeks. However we are endeavor to expedite the process whenever is possible for us.

Warranty submission

Please email us immediately at retail@neweracycle.com with your order ID, copy of receipt, photographs of the incorrect items, contact information and the reason for the return. We will contact you once we have received the returned item and replace the item right away. All warranty submission required soft or hard copy of purchase receipt (From NEC retail store), Order ID (From NEC online store). We regret that we are unable to track your purchase history via membership detail (From NEC retail store).

If you would like to file up a warranty claim, please visit NEC Store (Singapore customers) at this following address or contact us (International customers) at retail@neweracycle.com

14 Arumugam Road
LTC Building C, #01-04
Singapore 409959

Tuesday-Sunday: 11am-8pm
PH: 11am-4pm
All Monday: Closed

Disclaimer

We reserve the right to decline return / warranty for items:

(1) without proof of purchase (receipt)
(2) damaged due to the exclusions stated on this page, or
(3) breach of return policy.

New Era Cycle will review all the items returned. We reserve the right to address the matter by repairing and restoring the item; giving you a full refund; or giving you a partial refund if the item does not contain all its original packaging and accessories, if any.

Privacy Policy

This Privacy Policy governs the manner in which New Era Cycle LLP collects, uses, maintains and discloses information collected from users (each, a “User”) of the www.neweracycle.com website (“Site”). This privacy policy applies to the Site and all products and services offered by New Era Cycle LLP.

Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Web browser cookies
Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information
New Era Cycle LLP may collect and use Users personal information for the following purposes:

♦ To improve customer service –
Information you provide helps us respond to your customer service requests and support needs more efficiently.

♦ To personalize user experience –
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.

♦ To improve our Site –
We may use feedback you provide to improve our products and services.

♦ To process payments –
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.

♦ To run a promotion, contest, survey or other Site feature –
To send Users information they agreed to receive about topics we think will be of interest to them.

♦ To send periodic emails –
We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, they may do so by contacting us via our Site.

How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Sharing your personal information
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.

Third party websites
Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

Changes to this privacy policy
New Era Cycle LLP has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.