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West Point Cycles & Multisport
West 10th | 604-224-3536  
Kerrisdale | 604-263-7587  
Main St. | 604-559-9944  

   

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Our Policies

West Point Policies

West Point Cycles and West Point Multisport, hereto referred to as “West Point”

Payment

West Point accepts the following forms of payment for products and services: Cash, Interact Debit, Visa and Mastercard. West Point DOES NOT accept any other forms of payment including, cheque, American Express, Discover, Diners or JCB.

All products and services must be paid for in full before they leave the store.

West Point does not accept telephone payments and can only process online payments via PayPal.

Returns

Products may be exchanged or returned within 14 days of purchase, with the original purchase receipt, provided the product is unused and with the original packaging.

No refunds will be issued for any product without a valid purchase receipt.

Special order product is non-refundable.  Exchange or in-store credit can be issued within 14 days of purchase with original receipt.

In-store credit or exchange can be given without a receipt provided the exact purchase history can be found in our point of sale system and the item is unused in the original packaging.

Bicycle returns are subject to a 15% re-stocking fee for 7 days after purchase. All bicycle returns must be in new and unused condition and subject to inspection and manager approval.

Any item purchased through insurance replacement or ICBC claim, is not refundable. These sales can be exchanged or “In-Store” credit can be issued to the purchaser.

Gift cards are non-refundable and are treated like cash.  The value of the card will not be replaced if lost or stolen and can not be redeemed for cash or applied as a payment on account. Remaining Gift Card balances will remain on the card or can be converted to In-Store Credit.

In-Store Credit is not refundable.  No cash will be given in exchange for In-Store Credit.

Service labour is non-refundable.

Warranty

Warranty consideration and determination is made by the manufacturer of the product at question and not by West Point. The original purchase receipt is required for warranty consideration and West Point will adhere to the warranty policy of the manufacturer of each item.

A customer can purchase a new product while waiting for the warranty consideration process and West Point will credit the customer back if the product is deemed warranty. West Point provided no guarantee that the product will be deemed warranty, in which case, no credit will be provided.

Service

WPC guarantees all service work for up to 30 days and recommends customers come back if they have questions about anything to do with their repairs.

When a repair is returned with a problem that is related to the work performed during the guaranteed service or work that was missed during that service, West Point will not charge additional labour to remedy the problem. There may be an extra charge if parts are required.

WPC will give all customers a quote for work to be done on their bicycle. If the work exceeds the quote by up to $30 the mechanics will go ahead and get the repair done without putting it on hold so that the customer can still pick up the bike on time. We will contact the customer to confirm the extra work. If we are unable to reach the customer, we will proceed with the work. If the extra work exceeds $30, West Point will email and call the customer to get permission to complete the repair and the bike will go “on hold” until WPC hears from the customer.

Bicycles booked for service are required to arrive before 11pm on the day of the appointment (12 noon on Sundays). West Point commits to completing the service for pickup by 5pm the day of the appointment. If we are unable to complete the service by that time because of extra work, parts compatibility or other unforeseen circumstances, we will contact the customer to inform them of the situation.

West Point will attempt to complete service on bicycles that arrive after 11am on the day of their service appointment but can not promise them for 5pm. Missed appointments can sometimes be accommodated on an as soon as possible basis (ASAP), but may need to be rebooked for the next available service appointment.

Bicycle Fitting

All bicycle fits are booked by appointment.  A deposit is required in order to book a fit appointment, $50 for saddle and/or saddle and cleat fits and $100 for all other fits.

Rescheduling or cancellation of an appointment must be done 48 hours prior to the fit.  Cancellation within 48 hours of a fit forfeits the deposit to in-store credit in the name of the person who booked the fit.

Bicycle fits are guaranteed for 90 days after the fit.  Re-fitting done more than 90 days after the initial fit will be completed with a fee.

Bicycle Storage

West Point is not responsible for bicycles left for more than 30 days after their service appointment.

Bicycles left at West Point more than 90 days after their service will incur a storage fee, beginning on the 91st. day of $5 per day or $20 per week.

New Bicycle Purchase

West Point offers the following complimentary service and discount with new bicycle purchases:

A discount of up to 15% Off regular priced accessories and clothing with the bike purchase or up to 30 days after the purchase.

No charge installation of any parts and accessories purchased with the bicycle.

A Minor Tune Up – up to 3 months after the bicycle purchase
A Major Tune Up – up to 12 months after the bicycle purchase

No charge minor adjustments for the first 90 days after purchase and no charge labour when parts are required such as brake pads or tubes etc.

West Point offers a 6 week grace period for the 1 Year Major Tune Up. For customers who fall within a reasonable time after the grace period, West Point will offer a reduced rate tune up on the bicycle.

Pricing

WPC guarantees pricing of bicycle for 30 days after purchase. If West Point reduces the price of a bicycle within 30 days of purchase, we will credit the difference back to the purchaser as “in-store credit” only. These do not include manufacturer rebates, incentives or other manufacturer sales.

West Point will do their best to contact customers if bicycles they have purchased go on sale within 30 days but cannot guarantee that we can contact everyone.

Quotes

Quotes from WPC are valid for 30 days from the date of the original quote.  Modification to a quote do not extend the quote from the original date.  WPC is pleased to re-quote on expired quotes.

Privacy

WPC commits not to share any of the personal information that we collect about our customers with any outside parties. We will not sell our customer information or make it available to any other parties to use. We will only send personal information for the purposes of warranty registration with the consent of the customer. We collect our customers telephone numbers, email addresses and names as a means of contacting them about their special order products or bicycle service and to inform them of special offers at West Point.

Tools

We will take any steps we can to assist our customers, but as we use our tools to make our living, we are unable to loan them out.

 
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