Here at Wrench Science, we pride ourselves in making our clients' purchase experience
easy and hassle free. If for any reason you are not satisfied with the item(s),
the item appears to have been damaged in shipping, or the item does not match the
item ordered on your sales receipt, we will gladly take them back WITH NO RESTOCKING
FEES! Special order or custom item(s) are specific orders which in most cases will
not be acceptable for returns or exchange. Please contact and get an approval from
Wrench Science, in which case we shall discuss what the options are for the item(s)
Product must be unused with no signs of installation. Original packaging and complete
package materials must be included and in resalable condition. Returns must have
an approved Return Authorized number (RA number) which can be obtained by
contacting us. If the return is due to an error on the part of Wrench Science, we
will send a shipping label for return shipping. Shipping labels may be sent to you
via email or mailed directly. In the event that your order was shipped outside the
United States, or that for any reason a return label not available, we will reimburse
your return expenses, provided your shipping method is approved with us in advance.
Please note that packages often enter and leave our possession promptly; we can
retrieve an order for editing or cancellation until it is compiled and scanned for
shipment, after which it can no longer be edited or canceled, but can still be returned
Please ensure the item or items being returned directly match the item or items
for which you requested return. Unfortunately, we can not accept return of items
no purchased at Wrench Science. Please contact your place of purchase or manufacturer
for assistance with items not purchased from us.
When your returned item is received, we will examine and process your return. Once
it is confirmed that the return item(s) meets our requirements, we'll request a
credit for you in the value of the item minus the restocking fee. Once an item is
returned, please allow 5-7 business days for us to process your credit. Please allow
an additional 3-7 days for your bank to process your refund once we have processed
your credit. Our refund policy allows you to purchase the replacement item immediately
and helps ensure more efficient processing of your refund. By providing a refund
as opposed to an exchange, we offer you the ability to place a replacement order
at your earliest convenience, without the added transit time for us to receive the
initial item as a return before sending a replacement. Returns can only be credited
to the card used to make the initial purchase. Though we will issue your credit
promptly, please note that actual moment your refund is applied depends on your
credit card company, and varies from 2-11 business days from the date we issue the
credit. In the event that we are unable to issue a credit to the card used to place
the order containing the item being returned, we reserve the right to issue a gift
certificate in the same refund amount.
All product returns require a Return Authorization number (RA number). A RA number
must be issued within 30 calendar days after the date of delivery. Issued RA authorizations
are valid for 15 day. The issued approved RA number must be displayed legibly on
the exterior of the box containing your return. Items returned without an approved
RA number visibly displayed can not be accepted. Your refund will be issued to the
credit card on file for the order once the item is received in the required condition.
Return shipments lost in transit and not received by Wrench Science will not be
replaced or refunded by Wrench Science, and the item being returned is considered
the property and responsibility of the customer until received by Wrench Science
in without use or damage. Damage to a return shipment received in transit back to
Wrench Science is the responsibility of the shipper. We strong recommend a traceable
courier such as FedEx or UPS for return shipments.
Exchanges: We do not make you wait to return an incorrect item resulting
from an error on our part to us before you can order your replacement item. Please
feel free to order the correct item at your convenience or request that an identical
replacement order be made for you and sent to you. With your authorization, will
be happy to create a replacement order for you. You will be temporarily billed for
this replacement order, but will be refunded in full when we receive and process
the order in which an error on our part occurred. Unless otherwise noted for oversized
packages and/or international shipping destinations, shipping costs for return and
replacement will be paid for by Wrench Science, though additional taxes and duties
Return Shipping and Call Tags: If your return is the result of an error on
the part of Wrench Science, your return shipping will be reimbursed. For returns
within the lower 48 states, Wrench Science will send a call tag to you. This call
tag will be sent to the email address on file for the order or shipped to you. If
the shipping address on file for your order is outside the U.S. and a return is
necessary as a result of Wrench Science error, a call tag can generally not be issued,
but you will be contacted regarding the best method available for Wrench Science
to cover your return shipping costs. Return shipping for warranty and defective
item(s) are not covered. However, shipment of the repaired or replaced item to you
will be paid for by Wrench Science, provided your warranty is approved, and the
shipping address for the repair or replacement shipment is within the lower 48 states.
Replacement shipments for warranty or defective item(s) shipped outside the Continental
U.S. are not reimbursed.
Warranty Support & Shipping Damage Policies:
Warranty: Items returned for warranty consideration are not assessed any
restocking, processing or forwarding fees. The shipping charges required to return
a warranty claim item to Wrench Science are the responsibility of the sender. Subsequent
fees required to return the item(s) to its manufacturer and back to Wrench Science
are covered by Wrench Science. Repaired or replaced warranty items are delivered
to the original shipping address on file for the original order. Additional shipping
fees required to return a warranty claim item to the owner may be required for the
return of some products shipping within the lower 48 states and will be required
for all shipments with destinations outside of the Continental U.S. All attempts
will be made to cover as much of your expense as possible in these cases; to minimize
fees, Wrench Science returns warrantied shipments to International customers clearly
labeled as "warranty return" and requests that warranty shipments be returned to
us with the same consideration.
Please note that warranty consideration is ultimately the responsibility of the
manufacturer of the product being returned, and Wrench Science is not responsible
for the decisions and resolution process determined by the manufacturer. Most manufacturers
reserve the right to repair, replace, or deny a warranty claim at their discretion.
We recommend consulting any pertinent warranty information supplied with your product
or available from the manufacturer's web site prior to submitting a warranty request.
If you have particular questions or concerns about a warranty claim, we recommend
you contact the manufacturer in advance of requesting a Return Authorization number
for warranty purposes.
Items Damaged in Transit: While we take considerable steps when packaging
your order to ensure its safe transit, we also take care to insure all shipments
against any damage incurred during shipping. Please inspect all items carefully
upon delivery. Any damages or defects must be noted immediately, and even defective
items or those damaged in shipping are ineligible for return after 30 days. If your
item is received in damaged condition, please contact us immediately, as a claim
with our shipping provider must be made as soon as possible. Inspect the
damaged item, but do not attempt to assemble or use it in any way. If you determine
that your order has been damaged in shipping, it is critical that you do not proceed
to use the product, as any product damage incurred due to the actions of a customer
must necessarily supersede all warranty claims and will void eligibility for return.
Please also preserve all packing materials and boxes to expedite the claim and replacement
process. We will replace any item damaged in transit to you; in the event that the
item damaged is determined to be unique and/or irreplaceable, you will be refunded
for the product. In the event that a complete bicycle or other multi-part item (such
as a wheelset) is received in damaged condition, Wrench Science will repair or replace
any and all damaged elements of the multi-part item or replace the item completely,
at our discretion; Wrench Science is responsible for all shipping fees associated
with the return and replacement shipment of a damaged item, and when necessary a
call tag will be issued, allowing you to return a damaged item at our expense or
the expense of our shipping provider.
Please remember to ensure your package. We can not be responsible for returned items
until we have received your return.
- Frame and Complete Bike 30 Day Return Policy: Wrench Science accepts returns
on Frames and Complete Bikes in accordance with our
Guarantee that are in new condition in exchange for another Frame or Complete
Bike of equal value to the store credit received. Wrench Science must receive frames
and Complete Bikes within 30 days from the original shipping date. All returns must
have an accompanying Return Authorization Number (see below).
- Note: Special order bikes (a bike specifically ordered and built for a given
customer) and frames are final. At the sole discretion of Wrench Science, we may
accept returns on special order bikes or frames with a 20% restocking fee of the
invoiced amount. The restocking fee will be used to pay for all applicable shipping
charges and the restocking fees to our manufacturers/distributors. The remainder
of the restocking fee will be issued to you as store credit. This store credit will
be applied to a new frame or complete bike purchase if made by that customer within
6 months of the date the credit was issued.
- Note: Wrench Science considers an order placed once the credit card number
is given. If a frame or complete bike order has been placed with Wrench Science
and then is cancelled by the customer before Wrench Science places orders with our
distributors, there will be a $150 cancellation fee plus a 3.5% credit card processing
- Stem Swaps: All stems being returned to Wrench Science because of a fit issue
must be returned to Wrench Science within 30 days of the shipping date and have
an accompanying Return Authorization Number (see below). The retail price of the
replacement stem will be charged to the buyer's credit card before the replacement
stem is shipped. Once the original ill fitting stem is received and inspected Wrench
Science will credit the cardholders account the retail amount of the returned stem.
Stem swap shipping charges will be the sole responsibility of the customer.
- Return Authorization Required: You must call phone
email us for a Return Authorization. Items sent to us without a Return Authorization
will be returned to sender. The Return Authorization Number should be printed clearly
on the outside of the carton.
- Return Method: All returns should be shipped via US Mail or UPS with the
Return Authorization Number printed clearly on the outside of the carton.
- Refund of Shipping Charges on Returns: Shipping charges will be refunded
in full on all items shipped in error by Wrench Science. Shipping charges will not
be refunded on items ordered in error by the customer. If the customer is returning
a manufacturer-defective part in exchange for another, Wrench Science will pay for
- Refund Policy: All refunds will be applied to the original purchasers credit
card once the returned item has been inspected by Wrench Science to insure that
it is unused, uninstalled, and in original new condition along with the retail packaging.
Frame and Complete Bike sales are considered a sale once a deposit or full payment
has been applied to the sales order. Please refer to the Frame and Complete Bike
return policy above for store credit details.