WARRANTIES & RETURNS
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RETURN POLICY (ON NON-DEFECTIVE PRODUCTS)
HLC has a restocking policy for any product that was purchased within 30 days of the return request. The shipping for returning the product must be paid by the dealer and a Restocking charge of 15% will be deducted from your credit note on non-defective merchandise. Refused shipments are subject to a 15% restocking fee and all associated shipping costs. HLC reserves the right to bill accounts for any expenses incurred due to inaccurate or outdated address information.
In order to be eligible for restocking, the product also needs to meet those specific conditions:
- The product has to be in its original packaging and without any price or promotional stickers.
- The outerbox needs to be in perfect reselling condition without any writings on the box.
- The product must be intact and in the same condition as when originally purchased. The product cannot have been installed or used.
- The product cannot have been purchased at a cloeseout / liquidation price.
- Restocking is not available on special orders.
CLAIMS – SHIPPING DAMAGES & SHORTAGES
Please specify any damages or shortages on the waybill, and immediately notify the carrier as well as HLC’s Customer Service Department.
HLC cannot be held responsible for any damaged parcels. Only the product is under HLC’s responsibility. If possible, please take photos showing the damaged goods. Damages or shortages must be reported within 10 days or the claim may be voided. HLC will assume shipping costs on the replacement product if these guidelines are respected.
CLAIMS – PRODUCT DELIVERY ERRORS
Please inform HLC of any error(s) as soon as all boxes have been opened and all merchandise has been checked, no later than 10 days after you have received your order. Before replacing or crediting a product, a verification must be made in our warehouses. Over shipped items must be returned to HLC using the standard return policy outlined above to the exception of the shipping fees which will be assumed by HLC. Again, items must not have been used or installed. If you decide to keep the product, it will be invoiced. HLC will assume shipping costs on the replacement products if these guidelines are respected. For products under $25 that are missing, HLC will issue a credit note. The product will not be replaced, unless you specifically request such a replacement. We want to resolve all problems as quickly as possible in order to prevent this from happening again. This will also enable us to manage our stock levels in order to better serve you.
WARRANTY ON DEFECTIVE PRODUCTS
WARRANTY GUIDELINES
All products distributed by HLC are warranted against manufacturing defects for a minimum of one year. Some manufacturers have specific warranty policies and as a distributor, HLC has the obligation to apply them.
WARRANTY CLAIMS
For any warranty claim, please visit our web Return platform to get your return authorization number. This number should be marked on all returned boxes. HLC will proceed and repair the product. However, if the product cannot be repaired, HLC will issue a credit note. No product will be replaced automatically. Freight costs must be paid by the dealer to ship merchandise back to HLC. Then, if applicable, the freight costs to ship the product back to the dealer will be covered by HLC.
REFUSAL OF DEFECTIVE MERCHANDISE
You will be required to pay shipping fees (to and from HLC).
Returns on defective products will automatically be rejected, for the following reasons:
- Crashes, abuse, and normal wear and tear
- Used cutting tools
- Spokes that have been installed
- Bent or cracked seat posts
- Saddles with broken rails
- Forks that have been installed or that have been cut
- Any items that have already been repaired
- Flat tires/tubes
- If the delay in returning the merchandise is considered too long.
REPAIRS & MAINTENANCE (SERVICE CENTER)
In some cases, when a product is no longer covered by warranty, HLC offers a repair service for a fixed rate, based on the product category.
The return shipment to HLC shall be at the dealer’s expense.
Please visit the return web platform to initiate a service request. If you need more information, please contact our customer service.