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TERMS AND CONDITIONS GOVERNING ONLINE PURCHASE AT NEWERACYCLE.COM

IMPORTANT: Before you place an online order at HTTPS://WWW.NEWERACYCLE.COM, please read these Terms and Conditions carefully and thoroughly. If you proceed to place an online order at HTTPS://WWW.NEWERACYCLE.COM, you will be deemed to have unconditionally agreed to these Terms and Conditions and they will govern your use at HTTPS://WWW.NEWERACYCLE.COM. If you do not wish to accept these Terms and Conditions, please do not placed the order online.

1. GENERAL DEFINITIONS: 

1.1 In these Terms and Conditions, the following words shall have the respective meaning as set out below, unless the context indicates otherwise.
1.2 "NEC Online Store", "New Era Cycle Online Store" or "Online Store" refer NEW ERA CYCLE LLP ONLINE STORE with our official domain "https://www.neweracycle.com".
1.3 "Physical Store", "NEC Store", "New Era Cycle Showroom", "New Era Cycle Retail Store", "Retail Store", "Showroom", "In-store", "NEC In-Store", or "Physical Showroom" refer to NEW ERA CYCLE LLP physical showroom located at 10 Arumugam Road, LTC Building A, #01-02 Singapore 409957.
1.4 "NEC", "We", "Our", "Us", "New Era Cycle" or "Company" all pertain to "NEW ERA CYCLE LLP", which is a registered company based in Singapore. The company's registered office is situated at 14 Arumugam Road, LTC Building C, #01-04 Singapore 409959 and it holds the Singapore registered company number (UEN) T13LL2197D.
1.5. The terms "You", "Your" or "Customer" are used to denote the individual who utilizes or make purchases at our online store refer to the customer that uses or shop at our online store.
1.6 The term "Online Account" or "NEC Online Account" refer to a customer online account associated with the online store.
1.7 The term "In-store Account" or "NEC In-store Account" refer to a customer account associated with the company's physical store.
1.8 The terms "SGD", "S$" or "Singapore Dollars" all refer to the currency of the Republic of Singapore, which is the Singapore Dollars.
1.9 The terms "USD", "U.S. Dollar", "United States Dollar", "American Dollars" or "US$" all refer to the currency of the United States of America, which is the United States Dollar.
1.10 The terms "MYR", "RM", "Malaysian Ringgit" or "Ringgit" all refer to the currency of Malaysia, which is the Malaysian Ringgit.
1.11 The terms "EUR", "Euro" or "€" all refer to the currency of European Union, which is the EURO. 
1.12 The terms "THB", "Thai Baht" or  "฿" all refer to the currency from the Kingdom of Thailand, which is the Thai Baht.
1.13 The terms "IDR", "Rupiah", "Rp" or Indonesian Rupiah all refer to the currency of the Republic of Indonesia, which is the Indonesian Rupiah.
1.14 The terms "PHP", "Philippine Peso" or "₱" all refer to the currency of the Republic of the Philippines, which is the Philippine Peso.
1.15 The terms "HKD", "Hong Kong Dollars" or HK$ all refer to the currency of Hong Kong, which is the Hong Kong Dollars.
1.16 The terms "TWD", "NTD", "NT$" or "New Taiwan Dollars all refer to the currency of Taiwan (R.O.C), which is the New Taiwan Dollars.
1.17 The terms "AUD", "Australian Dollars" or "A$" all refer to the currency of Australia, which is the Australian Dollars.
1.18 The terms "VND", "Vietnamese Dong" or "₫" all refer to the currency of Vietnam, which is the Vietnamese Dong.
1.19 The terms "CAD", "Canadian Dollars" or "C$" all refer to the currency of Canada, which is the Canadian Dollars.
1.19 The terms "JPY", "Japanese Yen" or "JP¥" all refer to the currency of Japan, which is the Japanese Yen.
1.20 The term "Online Store Credit" refers to a credit value issued by us, specifically for use on our online store.
1.21 The term "In-store Credit" refers to a credit value issued by us, specifically for the use at the physical store.
1.22 The terms "NEC Membership Reward Points", "Points", "NEC Points"," Membership Points" or "Reward Points" refers to the customer's rewards program offered by New Era Cycle. 
1.23 The term "Working Day" or "Working Days" refers to the operational days of the company, Monday to Saturday, excluding Sundays and Public Holidays based on Singapore DTG (Singapore Date-Time Group) unless stated otherwise. 
1.24 The term "Courier Working Day" or "Courier Working Days" refer to the operational days of the postal or courier company, which include Monday to Friday, excluding Saturdays, Sundays and Public Holidays based on Singapore DTG (Singapore Date-Time Group). For addresses located outside of Singapore, Saturday, Sundays and the public holidays of the destination country not considered courier working days unless specified otherwise.
1.25. The term "day" or "days" means Monday to Sunday, including public holidays, from any location.

2. Online Ordering Terms:

2.1 You can make purchases of in-stock item(s) at the NEC online store once you have accepted the terms and conditions (by checking the box during the checkout process) and provided a valid shipping address and payment information.

2.2. Once we receive your order, we'll provide you with an email order confirmation. Your receipt of an order confirmation, however, does not signify New Era Cycle's acceptance of your order, nor does it constitute confirmation of our offer to sell; we are simply confirming that we received your order. We reserves the right at any time after receiving your order to accept, review or decline your order for any reason. If we cancel an order after you have already been billed, We will refund the bill amount to the same payment method. 

2.3 We primarily operates in Singapore Dollars (SGD/S$). Regardless of your selected currency, your order will be processed and invoiced in Singapore Dollars (SGD/S$). The alternative currency options provided are intended for estimation purposes and may not match the amounts on your bank or card statement. In many cases, if you're using a card issued outside of Singapore, your bank might apply an additional foreign exchange (FX) fee.

3. Order Processing and Order Status Terms:

3.1 Once we accept your order, we will begin processing it within one working day. Upon the completion of the order processing, you will receive an email update regarding the order status.

3.2 In certain situations, order processing may experience delays, which can occur during our review of your order or during peak periods.

3.3 When the order status is labeled as "Awaiting Processing" or "Awaiting Fulfilment", it indicates that we have received your order and it has been sent to our processing team for a review. 

3.4 When the order status is labeled as "On hold (Due to verification)" this means that your order is currently on hold after a review by our processing team or payment gateways. In specific cases, we may reach out to you via email to request additional information related to your order.

3.4 When the order status is labeled as "Disputed" this means that you have initiated a payment dispute with us through your payment providers. The order might have already been shipped, collected, delivered or is still on hold at our processing centre. We will assess the dispute case and may contact you or the payment gateways provider via email to seek additional information concerning your dispute.

3.5 When the order status is labeled as "Incomplete" this means that you have reached the payment page, but your payment transaction may have been declined, or you did not complete the transaction. In such cases, you can reach out to us for payment verification. If we confirm receipt of the payment at our end, our processing team will then change the order status accordingly.

3.6 When the order status is labeled as "Ready for Collection" this means that your order is prepared for pickup at our showroom at 10 Arumugam Road, LTC Building A, #01-02 Singapore 409957.

3.7 When the order status is labeled as "Shipped" this means that your order has been processed and a courier has been arranged. At this stage, requests for order cancellation may not be approved.

3.8 When the order status is labeled as "Partially Shipped" this means that your order has been processed, but only a portion of the item(s) have been shipped. At this stage, request for order cancellation may not be approved.

3.9 When the order status is labeled as "Completed" this means that your order has been processed, and the items have been collected or delivered. At this stage, request for order cancellation will not be approved.

3.10 When the order status is labeled as "Refunded" or "Cancelled" it means that your order has been cancelled and refunded. The refund may not be processed using the same payment method you initially used to place the order, as we may refund you through alternative means or provide online store credits/in-store credits, unless otherwise stated.

3.11 When the order status is labeled as "Partially Refunded" it means that only a portion of the item(s) in the order have been refunded. The refund may not be processed using the same payment method you initially used to place the order, as we may refund you through alternative means or provide online store credits/in-store credits, unless otherwise stated.

4. In-store collection Terms:

4.1 Your order can only be collected when its status is "Ready for Collection", you may do so at our showroom located at 10 Arumugam Road, LTC Building A, #01-02 Singapore 409957 during our showroom's operating hour.

4.2 It's possible to change from store collection to delivery by making a request through email. Such a change is subject to New Era Cycle's sole discretion, and we may charge a delivery fee.

4.3 Orders designated for store collection must be collected within 14 working days from the order date. If the collection timeframe is exceeded, we will cancel the order and provide a refund in the form of online store credits/in-store credits. However, you can avoid this cancellation by contacting us before the collection timeframe expires, informing us of your inability to collect within the timeframe, and specifying your intended collection date. Please note that cash refunds, bank transfer, or refunds using the original payment method are not permitted in such cases.

5. Singapore Delivery Terms:

5.1 Your order will be shipped with a fully trackable courier.

5.2 We may consider initiating a re-delivery if the order has not been successfully delivered, at our sole discretion. Additionally, a re-delivery fee may be chargeable. 

5.3 It's important to furnish an accurate delivery address for your order. In the event that you provide an incorrect delivery address resulting in the order being returned to us, we reserve the right to charge a re-delivery fee. 

5.4 The re-delivery fee is charged at S$5 (Inclusive of GST) if applicable. 

5.5 In the event of an unsuccessful delivery and we are unable to contact you, we will cancel the order and only process the refund in the form of online store credits.

5.6 Transit time and delivery chart per order as follow:

Singapore Delivery Chart

Delivery Service S$40 & Above per Order Below S$40 per Order
Qxpress FREE S$5

5.7 Product tagged with "closeout" and "Fizik Shoes" is not available for delivery.

6. International Delivery Terms:

6.1 Your order will be shipped with either postal company or courier depending on the shipping service you have selected. 

6.2 Shipping rates are charged in Singapore Dollars, regardless of the currency you have chosen. 

6.3 Product tagged with "closeout", "Fizik Shoes" and "Shimano" is not available for international delivery.

6.4 We may consider initiating a re-delivery if the order has not been successfully delivered, at our sole discretion. Additionally, a re-delivery fee may be applicable. 

6.5 It's important to furnish an accurate delivery address for your order. In the event that you provide an incorrect delivery address resulting in the order being returned to us, we reserve the right to charge a re-delivery fee. 

6.6 The re-delivery fee charges, if applicable, will be quoted via email. Additionally, we may impose a re-import fee if the previous delivery import fee is billed to us.

6.7 If, for any reason (accept clause 6.5 & 6.9), your order cannot be delivered and is returned to us, we may cancel the order, and process the refund in the form of online store credit (excluding delivery charges).  

6.8 All goods sold may be subject to local custom duties and taxes (GST/VAT), which are beyond our control. The declared value of the goods will be provided, excluding shipping charges. Custom duties will be determined by the relevant authorities. 

6.9 Non-payment of the applicable import duties, GST, VAT or import taxes may lead to forfeiture of the order, and no refunds will be issued even the order is return to us.

6.10 Economy (Tracked Mail): This service offers basic tracking of delivery details. Typically, it only displays departure and arrival information at the destination country. Please note that, depending on the postal company in the receiving country, it may not include event scans or delivery status updates.

6.11 Standard Tracked Delivery: This service provides standard door-to-door delivery details. Depending on the destination country, it may include event scans and delivery status updates.

6.12 FedEx (Fully Trackable) or Fully Trackable Courier: With this service, you can expect comprehensive tracking, covering every step of the transit process. It allows you to closely monitor the shipment and significantly reduces the risk of parcel loss.

Rates & Transit Time

International
(Economy Tracked Mail)
International
(Standard Tracked Delivery)
FedEx® 
(Fully Trackable Delivery)
5 - 18 working days 3 - 14 working days 3 - 7 working days
Rates will be calculated upon check-out

7. Warranty Terms:

7.1 Limited Manufacturer's Warranty: Every item purchased from our online or in-store includes a limited manufacturer's warranty. It's essential to understand that the evaluation of warranty claims primarily lies with the brand's principal, distributor, or supplier. The limited manufacturer's warranty does not cover issues related to wear and tear, accidental damage, incorrect usage leading to item damage, or damage incurred during installation (except when installations are performed by New Era Cycle's mechanics in our showroom).

7.2 Warranty Duration: The warranty period varies depending on the product and manufacturer, typically ranging from one to five years. For specific information about the warranty duration of an item, customer are required to contact New Era Cycle via email.  

7.3 Warranty Claim Process: The warranty claim process does not guarantee an immediate one-to-one exchange. Each warranty claim is individually reviewed by our technical support team and suppliers. Once a claim is approved, we will promptly inform you of the outcome and any further steps required. It is important to note that the claim process may take up to 90 days. 

7.4 Initiating a Warranty Claim: Customers are encouraged to initiate a warranty claim by contacting us at our online store. Alternatively, customer have the option to file a warranty claim at our physical showroom.

7.5 Detailed Assessment and Item Submission: In cases of online submission, if a more detailed assessment of the claim is deemed necessary, customers may be requested to send or submit the reported defective item(s). In such instances, customer are responsible for delivering the item to our physical showroom or mailing it with a trackable courier to:

10 Arumugam Road, LTC Building A, #01-02 Singapore 409957.

For mailing, we will provide you with a link to submit your tracking details. Please note that if we do not receive the item upon request from the date of email, the warranty claim submission will be considered unsuccessful, and the case will be closed. 

7.6 Providing Accurate Information: You agree to provide accurate details about your order, including the warranty item. This include uploading any picture/video for us and providing a clear description of the defects. Failure to provide accurate information during the submission may result in an unsuccessful claim, and we will close the case.

7.7 Final Decision and Closure: The decision notification issued by us is final, and we reserve the right to conclude the case at our sole discretion without providing written reasons or explanations.

7.8 Notification of Outcome and Warranty Submission Communication: For all warranty submissions, whether through online or showroom submission, our primary mode of notifications will be via email. It is important for customer to consistently monitor your email inbox and spam folder to ensure you receive warranty status updates and any additional instructions necessary for processing the claim.

In the event that an email sent by us requires a specific action from the customer (such as item submission, upload tracking details or collection), and we receive no action within 30 days, we will close the request and consider it an unsuccessful claim. Additionally, any items submitted to us that are not collected within 30 days from our last email notification will be either disposed of or deemed ineligible for collection, and no refunds or compensation will be granted. 

8. Cancel an Order Terms:

8.1 Order cancellation is eligible if the order has not been shipped or collected within 30 days.

8.2 Refunds for payments made using the original payment method (Card/PayPal) will be processed in Singapore Dollars (SGD/S$). A refund fee of 5% in Singapore Dollars (SGD/S$) will be deducted from the total amount of the canceled item. If you used a card issued outside of Singapore, please be aware that the refunded amount may differ from your bank or card statement due to foreign exchange (fx) rates or any applicable bank fees. It's important to note that we will not be responsible for covering any bank fees or related charges.

8.3 Refunds through Online Store Credit or In-store Credit will be processed in Singapore Dollars (SGD/S$), and there will be no refund fee. 

8.4 Customers can initiate an order cancellation request by contacting us at our online store.

8.5 The order cancellation request at our online store is intended solely for customers who made purchases through our online store (NEWERACYCLE.COM).

8.6 New Era Cycle reserve the right to deny cancellation request if the customer's account is not in good standing or if we determine that there has been misuse at our sole discretion. 

9. Returns / Exchange Terms:

9.1 We accept return or exchanges for items that are in showroom conditions, which means they are unopened, sealed, unassembled, undamaged, unused and undamaged of the packaging. This policy applies to items that are not closeout products and can be initiated within 30 days from the date of purchase.

9.2 You can initiate a return or an exchange physically at at our showroom located at 10 Arumugam Road, LTC Building A, #01-02 Singapore 409957. When a return or exchange is approved at our showroom, the refund will only be issued in the form of in-store credits or an exchange with a product of the same value.

9.3 For returns by mail, the return can be initiated by contacting our support team at retail@neweracycle.com. When the return is approved, the refunds will be issued in the form of online store credit in Singapore Dollars (SGD/S$). Customers are responsible for arranging and covering the cost of a fully trackable courier service. We do not provide prepaid return labels. It is crucial to package the returned item securely to prevent any damage during transit. If an item is received by us in a damaged condition due to the courier service, we cannot approve the return or accept responsibility for the damage.

Mailing Address:
10 Arumugam Road, LTC Building A, #01-02 Singapore 409957

9.4 New Era Cycle reserve the right to deny any return or exchange request if we determine that there has been misuse or if the item's condition does not meet our criteria, at our sole discretion.

9.5 In the event of a rejected return request, customers who have shipped the item(s) to us are responsible for collecting the item(s) or arranging a courier to pick up the returned item(s). Any uncollected item(s) will be disposed of within 30 days from the date of our last email notification to you, and no refunds or compensation will be granted. 

10. Customer Account and Membership Reward Terms:

10.1 Account Enrolment: Customer who register for an online or in-store account with us and complete at least one purchase automatically become members of our reward program. 

10.2 Reward Program Description: Our membership reward points program is designed for customers who make purchases at our showroom or through our online store. These accumulated points can be used to reduce the cost of future purchases or online orders.

10.3 Point Earning and Redemption: The base earning rate for membership reward points is set at S$1 to 1 point. To redeem, a minimum of 100 points is required to offset S$1 from your purchase.

10.4 Point Crediting:

For in-store purchases, the base points will be credited to the customer's account within one working day.

For online purchases, points will be credited when the order status change to "shipped" or "ready for collection". Any bonus points earned during promotional periods will be credited within five working days.

10.5 Refund Transactions: In the event of a refund transaction, membership reward points earned for that specific purchase will be reversed.

10.6 Point Redemption Period: For online point redemption, customers are required to utilize their redemption discount coupon within 30 days from the date of issuance. Membership reward points do not expire if the customer transact at least 1 transaction for every 3 years.

10.7 Point Expiry and Account Inactivity: Membership reward points do not expire if a customer completes at least one transaction every three years. Account that remain inactive for three years since the last transaction will be closed. This action results in the forfeiture of all reward points, discount benefits, store credits, and purchase data, both online and in-store.

10.8 Transition from Previous Membership Discount Program: Customers who signed up for our previous membership discount program (discontinued for new signups in 2020) will continue to enjoy the additional 5% discount until further notice. However, customer accounts closed or suspended due to clause 10.7 & 10.9 will no longer be eligible for the membership discount program. Customers with inactive accounts that have been closed may create new accounts to participate in our membership reward program. 

10.9 Account Suspension for Fraud or Misuse: New Era Cycle retains the authority to suspend an account if, at our sole discretion, we determine that there is fraud or misuse, which has resulted in a financial loss to the company. In the event of an account suspension, all associated reward points, discount benefit, store credits and purchase data, both online and in-store will be forfeited.

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