Refund policy
This Return and Refund Policy applies to purchases made from RivetTrail Garage at https://rivettrail.com. RivetTrail Garage is operated by Apex Cycle Service LLC.
Return eligibility
We accept returns of defective and non-defective products within 30 days after delivery. To qualify, the product must be returned with the items and components originally supplied with it. Original retail packaging is not required. Reasonable inspection and opening of the product does not prevent a return.
Items that are damaged through misuse, improper installation, unauthorized alteration, abnormal wear, or use inconsistent with the product description may not qualify for a refund or exchange. This does not limit rights that apply to defective or incorrectly supplied products.
How to request a return
Email support@rivettrail.com within 30 days after delivery. Include the order number, product name, reason for the request, and photographs when the product is defective, damaged, incomplete, or incorrect.
Wait for written return authorization and return instructions before sending the product.
Download and print the Return Request Form included with this policy pack. Place the completed form inside the return parcel.
Send the authorized return within 14 days after receiving the return authorization.
Do not send a return to the company address unless our customer service team specifically confirms that address in the return authorization. The correct return destination and prepaid shipping method will be provided for each authorized return.
Return and exchange shipping
Apex Cycle Service LLC pays the reasonable return shipping cost for authorized returns and the shipping cost for approved exchanges. We will provide a prepaid return label or another seller-paid return method. Customers should not purchase return postage unless our customer service team gives written instructions to do so.
Direct exchanges
Direct exchanges are allowed. After the returned product is received and inspected, we will send the approved replacement without an additional standard shipping charge. If the requested replacement is unavailable, we will offer another available option or issue a refund to the original payment method.
Refund processing
We inspect authorized returns after receipt. Approved refunds are processed to the original payment method within 5 business days after the returned product is received and inspected. After we issue the refund, the bank or card provider may require an additional 3 to 10 business days to post the funds to the account.
The refund includes the amount paid for the returned product and any applicable original standard shipping charge. Standard shipping within the United States is free. Expedited or optional shipping charges, if offered and selected, are refunded only when required by applicable law or when the service was not provided as promised.
Damaged, defective, incomplete, or incorrect orders
Contact us promptly after delivery if an item arrives damaged, defective, incomplete, or different from the item ordered. We will review the information and provide a seller-paid return, replacement, missing component, or refund as appropriate.
Cancellations and order changes
A cancellation may be requested before shipment. Address or order changes must be requested through customer service and can be processed only before shipment. We will confirm whether the request was completed. Once an order has shipped, it must follow the return process above.
Contact
Email: support@rivettrail.com
Phone: +1 662 371 5700
Customer service hours: Monday through Friday, 9:00 a.m. to 5:00 p.m. ET, excluding United States public holidays.
Business address: 3125 W Noble Ave, Visalia, CA 93277, United States