At WheelCrazes, your satisfaction and safety are our top priorities. Our Buyer Protection ensures that if something isn’t right with your order, you can easily file a claim and get a fair resolution.
How Buyer Protection Works
If your bike or order has an issue, follow these steps:
1. Accept Delivery (Even If There’s an Issue)
Receive your bike as usual. Accepting delivery does not affect your eligibility to file a claim and allows us to begin processing your request without delays.
2. Submit a Claim Within 48 Hours
Log in to your Order Center and submit your claim within 48 hours of delivery. Payment is held securely during this period. Once funds are released to the seller, claims can no longer be processed.
Important: Sending an email alone does not count as filing a claim.
3. Upload Photos & Details
Provide clear, high-quality photos showing the issue or damage. Include pictures of the bike inside its box to help determine if damage occurred during shipping.
Claim Resolution Process
We work with buyers and sellers to resolve issues efficiently:
Step 1: Self-Mediation (First 5 Days)
You and the seller have 5 days to communicate directly. Open communication often leads to faster resolutions. Our support team can step in if needed.
Step 2: Expert Review (If No Agreement)
If no solution is found, our trained bike experts review your claim. Expect an initial response within 3 business days.
Do not ride the bike while the claim is under review.
Step 3: Cost Estimate (If Needed)
In some cases, we may ask for a local bike shop repair estimate to assess the issue accurately.
Step 4: Final Decision (Within 14 Days)
Most claims are resolved within 14 days (up to 30 days for complex cases). Depending on the review, you may be eligible for:
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Repair
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Return
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Compensation
Returns – When Can You Return Your Bike?
A bike is eligible for return under Buyer Protection if:
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The size received does not match the listed size
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Significant frame damage affects safety (verified by experts)
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Frame or components are counterfeit or untraceable
Repairs – Keeping Your Bike in Top Shape
Repairs or compensation often provide a faster, safer solution than a return. We collaborate with you to determine the most appropriate outcome.
What Can Be Compensated?
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Listed Components Only: Repairs apply to components listed in the ad (excluding accessories like pedals, bottle holders, GPS, lights, or mudguards on sport bikes).
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Unexpected Damage: Damage not disclosed in the ad is eligible for repair or compensation.
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Shipping Damage: Include photos of the bike and box upon delivery. Accept delivery even if visible damage exists.
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Incorrectly Listed Components: Includes components displaced during shipping (e.g., saddle clamps or screws).
What’s Not Covered?
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Wear-and-tear parts (tires, chains, brake pads, bar tape)
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Standard adjustments (shifters, suspension, brakes)
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Cassette replacements on bikes older than 3 years
Compensation Details
Our experts assess each claim using industry-standard rates.
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Repair Costs: Reimbursed fairly based on issue severity.
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Cosmetic Defects: Compensated based on loss of value; full repainting only if listed as new.
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Minor scratches (smaller than a credit card) may be eligible for up to 6% of bike price.
Claim Conditions & Limitations
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One Claim Per Order: Inspect your bike thoroughly before claiming.
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No-Use Policy: Do not ride the bike while a claim is active.
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No Unauthorized Repairs: Only approved repairs are eligible for reimbursement.
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Buyer Protection Fee: Non-refundable if a refund is issued; may be reissued as a voucher.
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Self-Pickups Not Covered: Buyer Protection applies only to shipped orders.
Our Commitment
At WheelCrazes, we ensure every pre-owned bike purchase is secure, fair, and transparent. If a fair agreement cannot be reached, WheelCrazes reserves the right to return the bike to the seller.
Have questions? Our support team is ready to assist.
Buy with confidence. Ride with WheelCrazes.