Terms of service
TERMS AND CONDITIONS GOVERNING ONLINE PURCHASE AT neweracycle.mom
IMPORTANT: Before you place an online order at HTTPS://WWW.neweracycle.mom, please read these Terms and Conditions carefully and thoroughly. If you proceed to place an online order at HTTPS://WWW.neweracycle.mom, you will be deemed to have unconditionally agreed to these Terms and Conditions and they will govern your use at HTTPS://WWW.neweracycle.mom. 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.mom".
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 10 Arumugam Road, LTC Building A, #01-02 Singapore 409957 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 "Account" or "NEC Account" refer to a customer account associated with us.
1.7 The term "Store Credit" refers to a credit value issued by us, specifically for use on our online store.
1.8 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.
1.9 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.
2. Online Ordering Terms:
2.1 Upon making a purchases from us, you have accepted our company terms and conditions.
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$). 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, 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 "Confirmed", it indicates that we have received your order and it has been sent to our processing team for a review.
3.4 In certain cases, we may temporarily hold your order if our review determines that additional information is needed to proceed with fulfilment. We may reach out to you via email. During this time, your order status may still be labeled as "Confirmed" or "On Hold."
3.4 An order status may labeled as "Chargeback and inquiry" 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 If your order status is labeled as "Confirmed" with a payment status of "Payment Due on Fulfilment" or "Payment Due" as indicated in the email, it means we have received your order but have not yet collected payment. This may be due to a declined payment, pre-order or because your bike is still undergoing servicing. In such cases, we will contact you to complete the payment or inform you once your bike servicing is completed and ready for collection. Your order status will be updated once the full payment is received.
3.6 When the order status is labeled as "Ready for pickup" this means that your order is ready 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 "On its way" or "A shipment from order NEC-(Your Order Number) is on the way" 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 "Multiple Shipments" 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 "Complete" this means that your order has been closed, 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 pickup", 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 processed for courier pickup within 1-2 working days after you have placed an order online.
5.2 We may consider initiating a re-delivery if the order has not been successfully delivered. 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$5.45 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 store credits.
5.6 Delivery fees are non-refundable for any successful return request or unsuccessful delivery.
5.7 Standard Tracked Delivery: This service provides standard door-to-door delivery details. it may include event scans and delivery status updates.
5.8 Transit times are estimated only. They begin from the date the parcel is handed over to the courier, not from the order date. Transit times exclude weekends, public holidays, and any hold initiated by us (in which case we will notify you via email). Longer transit times may occur during peak seasons.
Singapore Delivery Chart |
||
| Delivery Service | Below S$15 per order | |
| Standard Tracked Delivery | FREE | S$5.45 |
Singapore Transit Time |
| Standard Tracked Delivery — 2–4 working days |
6. International Delivery Terms:
6.1 We will prepare your order and arrange for courier pickup in 1-2 working days.
6.2 Your order will be shipped via postal service or express courier, depending on the shipping option selected at checkout. 'Economy Tracked Mail' is handled entirely by postal services. 'Standard Tracked Delivery' may be fulfilled by either postal services or express couriers, depending on the destination. 'FedEx (Fully Trackable)' wil be shipped exclusively via FedEx courier services.
6.3 Shipping rates are charged either in Singapore Dollars or the currency you have selected.
6.4 Product tagged with "closeout", "Fizik Shoes" and "Shimano" is may not be available for international delivery.
6.5 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.
6.6 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.
6.7 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.
6.8 If, for any reason, 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)
6.9 Goods sold may be subject to local customs duties, taxes (GST/VAT), and import fees, based on the declared value of the goods (excluding shipping); these charges are determined by local authorities and collected by the courier/postal company, and are beyond our control.
6.10 Failure to pay applicable import duties, GST/VAT, or import fees may result in the forfeiture of the order; no refunds will be issued, even if the parcel is returned to us.
6.11 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.
6.12 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.
6.13 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.
6.14 Delivery fees are non-refundable for any successful return requests or unsuccessful delivery.
6.15 Transit times vary by delivery service and are estimated only. They begin from the date the parcel is handed over to the courier, not from the order date. Transit times exclude weekends, public holidays, customs clearance delays, and any hold initiated by us (in which case we will notify you via email). We do not notify for customs delays unless officially informed by the courier. Longer transit times may occur during peak seasons or due to adverse weather. Please refer to the specific delivery option selected for its estimated transit time.
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 via email at retail@neweracycle.mom. 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 not collected within 30 days.
8.2 Refunds for payments made using the original payment method (Card/PayPal) may be processed in Singapore Dollars (SGD/S$) or the original currency used for the order. A cancellation fee of 5% will be deducted from the total amount of the canceled item. 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 store credit may processed in Singapore Dollars (SGD/S$) or the currency the original order used, and there will be no refund fee.
8.4 Customers can initiate an order cancellation request by contacting us via email at retail@neweracycle.mom.
8.5 The order cancellation request at our online store is intended solely for customers who made purchases through our online store (neweracycle.mom).
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, meaning they are unopened, sealed, unassembled, undamaged, unused and have intact 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 Returns or exchanges can be initiated in person at at our showroom located at 10 Arumugam Road, LTC Building A, #01-02 Singapore 409957. If approved, the refund will be issued in the form of store credits (in SGD currency only) or an exchange with a product of the same value.
9.3 For returns by mail, please contact our support team at retail@neweracycle.mom to initiate the process. Once approved, refunds will be issued in the form of store credit in the original currency of the returned order. Customers are responsible for arranging and covering the cost of a fully trackable courier service, as we do not provide prepaid return labels. It is essential to package the returned item securely to prevent damage during transit. If an item is received in a damaged condition due to the courier mishandling, 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. 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.
9.6 Store credit in Singapore Dollars (SGD) can be used in both our physical and online stores. Store credits in other currencies can only be redeemed online.
9.7 If the customer uses a currency other than Singapore Dollars (SGD) and initiates a return at our showroom, store credit will be issued in SGD. The exchange rate may vary depending on the day of the exchange and may not match the original order amount.
9.8 Customer are able to request a refund to the original payment method if the eligible criteria has been met. A restocking fee of 5% will be charged. The eligibility can be found here.
9.10 Delivery fees are strictly non-refundable.
10. Customer Account and Membership Reward Terms:
10.1 Account Enrolment: Customer can register for an account online or register at our showroom.
10.2 Transition from Previous Membership Discount Program: Our previous membership discount program and reward points system have been discontinued with immediate effect.
All customers will automatically be enrolled in our new perks program once the following criteria are met. These perks apply to both in-store and online purchases, excluding closeout tag products:
- Value Perk: Spend S$100 or more in a single transaction to receive a 3% rebate on your total order.
-
ValuePlus Perk: Spend S$150 or more in a single transaction to receive a 5% rebate on your total order.
The perks are NOT eligible to combine with any promotion campaigns.
*Exclusions: The following items and services are excluded from the perks and do not qualify as eligible spend: ABUS, closeout items, Continental, Fanttik, Fizik's shoes and saddles, Quad Lock, sale items (e.g. Purchase with Purchase offers), and workshop services.
10.3 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 benefits, store credits, deposit and purchase data, both online and in-store will be forfeited.
