SHIPPING & ORDER POLICY
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, with charges at prevailing rates.
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 (ZENITHelite Loud/Soft/Silent variants, 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. Certain builds (like the DT Swiss ZENITHelite) require a bit more time as they are built to order.
Custom orders like the Bolt mini velo and Mirage aero road bike will require a longer lead time of about 1 month, as some parts need to be ordered and fitted. Please contact us and we will discuss the details with you.
All orders will be shipped by DHL Express Worldwide, except where another arrangement is required.
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:
1. The product is in mint condition, unused, un-mounted, and it is original packaging.
2. Customer service has been contacted with an exchange request, and the request is approved.
3. The customer bears the cost of shipping both ways.
All exchanged products are subject to inspection for damage by the Ascent Team at its sole discretion.
If the exchanged product has a greater or lower cost than the original product, we will request or refund the balance as needed. We regret that we are unable to offer refunds for goods sold.
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. Cancellation of custom orders (inclusive of all bike builds) is not possible after payment has been made, so please check your orders carefully.
Alterations to Orders
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. 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.
Worldwide Care Package
For our customers worldwide, we will provide extra spokes and bearings with the set of wheels in order to minimize downtime in the unlikely event of a spoke or bearing failure. The wheels should be fixed by a certified bike mechanic.
We encourage our global customers to resolve minor issues such as wheel truing locally if they are able to, as this minimizes downtime and transport risk.
If you wish to ship the product back to us for a claim, please show us photos of the affected areas first. Often, the problem is relatively minor and can be rectified locally.
Warranty Shipping (International Orders)
The customer will send the package to Ascent Bikes, and bear the initial cost of shipment. We will examine the wheels 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.
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 wheels upon full receipt of the return shipping costs.
Limitations on Warranty
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.
The warranty does not apply if the product has been modified.
The warranty does not apply if the serial numbers of the rims or hubs have been defaced or deliberately removed.
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.
The warranty does not apply if improper brake pads (for alloy rims) have been used, as those pads can damage the braking surface.