1. SHIPPING POLICY
1.1 Singapore orders
Pickup from our location is best - Sometimes, bikes need to be fitted to you, and wheels need to be installed properly to perform their best. We are happy to assist with that, and are best able to do so with all our tools at our disposal.
Delivery of items is possible, and a fee will be charged if you choose this option.
1.2 International Orders
1.2.1 Off-the-shelf items (like wheels) will be shipped as soon as practicable. In general, we expect to ship wheels within 2-3 business days if they are in stock (ZENITH, POLARIS, Defiant carbon track wheels, Adamant Alloy wheels). Most of the required time is to get the decals prepared in your preferred color and apply them.
1.2.2 Custom orders like the Bolt/Intrepid mini velo and custom wheel builds will require a longer lead time of about 2 weeks to 1 month, as some parts need to be ordered and fitted. Please contact us and we will discuss the details with you.
1.2.3 All orders will be shipped by UPS Worldwide, except where another arrangement is required.
2. Exchange policy
2.1 The large distances and bulky nature of the items means that shipping is a costly affair. Customers are encouraged to confirm all aspects of their order with the Ascent team to ensure they get the product they want. Should customers want to exchange the product for reasons other than manufacturing defects, they may do so within 30 days of purchase, subject to:
a. The product is in mint condition, unused, un-mounted, and it is original packaging.
b. Customer service has been contacted with an exchange request, and the request is approved.
c. The customer bears the cost of shipping both ways.
2.2 All exchanged products are subject to inspection for damage by the Ascent Team at its sole discretion. Ascent reserves the rights to deny an exchange if the product has been damaged or otherwise rendered unsuitable for resale.
2.3 If the exchanged product has a greater or lower cost than the original product, we will request or refund the balance as needed.
2.4 We regret that we are unable to offer refunds for goods sold.
3.1 Unless otherwise stated, customers may request cancellation of orders of off-the-shelf components within 24 hours of placing the order, or before the item has been marked as shipped, whichever is earlier.
3.2 Cancellation of custom orders (inclusive of all bike builds) is not possible after payment has been made, so please check your orders carefully.
4. International Duties and Taxes
4.1 Customers are responsible for being aware of, and paying import duties and taxes, as may be applied by their home country. The inability, or unwillingness to pay for import taxes is not a valid reason for a refund.
5. Alterations to Orders
5.1 Unless otherwise stated, customers may request alteration of orders of off-the-shelf components within 24 hours of placing the order, or before the item has been marked as shipped, whichever is earlier.
5.2 Alteration of custom orders shall be at the sole discretion of Ascent, and the customer will have to bear any additional costs of the alteration where applicable.
6. WHEEL WARRANTY
6.1 LIFETIME WARRANTY FOR POLARIS WHEELS
All POLARIS wheels have a lifetime warranty against defects in materials and workmanship for the original owner when installed properly and used for on-road riding. This warranty is valid for the original owner. It covers the rims, spokes, and hubs, but does not cover damage due to wear and tear (e.g. bearings, brake tracks), cosmetics, improper assembly or abuse.
6.2 LIFETIME CRASH REPLACEMENT POLICY FOR POLARIS WHEELS
All POLARIS wheels have a lifetime crash replacement policy. If you manage to damage your product while riding, racing, or even during an accident, we will replace or repair Polaris for you at zero parts cost. This guarantee is valid for the original owner of Polaris wheels. Labor and return shipping costs are not covered by Ascent. Ascent and its distributors reserve the right to refuse warranty or crash replacement guarantee to any person who, in our sole discretion, abuses our products, programs, or warranty policy. Damage caused by misuse, abuse, or intentional damage will not be covered by either policy.
6.3 3-YEAR LIMITED WARRANTY FOR ZENITHelite AND DEFIANT WHEELS
All ZENITHelite and Defiant wheels are warranted against defects in materials and workmanship for a period of THREE (3) YEARS from the date of original retail purchase when installed properly and used for on-road riding. This warranty only applies to the original owner and is not transferable.
6.4 2-YEAR LIMITED WARRANTY FOR ADAMANT WHEELS
All ADAMANT wheels are warranted against defects in materials and workmanship for a period of TWO (2) YEARS from the date of original retail purchase when installed properly and used for on-road riding. This warranty only applies to the original owner and is not transferable.
6.5 LIFETIME STUFF HAPPENS POLICY (ORIGINAL OWNERS ONLY)
You ride hard, and sometimes, stuff happens. We've got your back.
If your wheel experiences damage under any circumstance not covered by our warranty, the price of a replacement Ascent wheel is 25% off the current retail price. Please note that this does not include freight, taxes/VAT or the cost of other replacement parts.
7. Warranty Shipping (International Orders)
7.1 All warranty claims should be made by first contacting Ascent about the issue.
7.2 The customer will need to receive authorization from Ascent to return the item for examination. Ascent accepts no liability for damage or loss to items returned to Ascent without authorization.
7.3 The customer will send the package to Ascent Bikes, and bear the initial cost of shipment. We will examine the items upon receipt, and if the item is found to be covered under the Warranty, we will refund the cost of shipping, subject to the maximum amount paid during the initial purchase, and bear the cost of shipping the product back to the customer.
7.4 If the damage or defect is not covered by Warranty, the customer will have to bear all shipping costs, including the return shipping cost back to the customer. The return shipping cost will be limited to the cost initially paid by the customer. We will only dispatch the items upon full receipt of the return shipping costs.
8. Limitations on Warranty
8.1 The warranty does not include damage caused by crashes, impact damage, transportation, abuse or if it is subjected to loads in excess of its design limits.
8.2 The warranty does not apply if the product has been modified.
8.3 The warranty does not apply if the serial numbers of the rims or hubs have been defaced or deliberately removed.
8.4 This warranty does not apply to normal wear and tear. Wear and tear parts are subject to damage as a result of normal use, failure to service and/or riding or installation in conditions or applications other than recommended.
8.5 The warranty does not apply if improper brake pads (for alloy rims) have been used, as those pads can damage the braking surface.