After-Sales Service and Warranty Policy for Crossrim Carbon Wheels (referred to as “Service Policy” for short)

Thank you for choosing Crossrim’s carbon fiber wheel sets/rims and other products. We are committed to providing customers with high-quality products and an excellent shopping experience. Please read this policy carefully before placing an order, as it constitutes an important part of the purchase agreement between you and us.

I. Modification and Cancellation of Orders

We understand that you may change your mind. Regarding the modification or cancellation of your order, please follow the terms below:

1. Modification/Cancellation Time Limit: If you need to modify your order (e.g., change the address or specifications) or cancel it, you must contact our customer service team via email (info@crossrim.com) within 24 hours of completing the payment. We will process your request free of charge within this window.

2. Handling of Requests Beyond the Time Limit: Any request for modification or cancellation made after the 24-hour window will be deemed a cancellation initiated by the customer for subjective reasons. We cannot guarantee that we will be able to fulfill your request and will implement the following terms based on the order processing status:

• A. Order Not Shipped: If your order has not yet entered the production and shipping process, we can cancel the order for you, but a 10% service fee of the total order amount will be charged to cover payment gateway, administrative processing, and operational costs. The remaining amount will be refunded to the original payment method (special customized products cannot be modified or canceled once production has started).
• B. Order Has Entered In-depth Customization for Special Products or Has Been Shipped: Once the order enters the in-depth customization stage or has been shipped, it cannot be canceled or modified. You may choose to follow our “Return Policy” to handle the matter after receiving the goods (please note that customized products cannot be returned for non-quality issues, and for non-customized products with non-quality issues, the return shipping fee shall be borne by the buyer).

II. Claims for Damaged or Lost Goods in Transit

International shipping involves complex processes. If there is any irregularity with the package you received, please take the following measures immediately:

1. Inspection Reminder: When signing for the package, please on-site check whether the outer packaging has obvious signs of damage, extrusion, or tampering. If any irregularity is found, it is recommended that you immediately take videos or photos as evidence, and ask the courier to witness on-site or directly refuse to accept the package.

2. Contact Customer Service: Immediately send the details of the issue (along with your order number, wheel set number, and evidence photos/videos) to info@crossrim.com. We will assist you in initiating an investigation and claim with the shipping carrier (e.g., UPS). (All Crossrim packages are insured.)

3. Division of Responsibilities:

• Before the package is successfully delivered and signed for, the risk of loss or damage to the goods shall be borne by us and the carrier. Once the loss is confirmed or the carrier acknowledges liability, we will resend the product to you free of charge or issue a refund.
• Please Note: If the package shows “Delivered” but you claim not to have received it, we will provide the logistics delivery proof to assist you. However, the final responsibility shall be resolved through negotiation between you and the local courier company or the management of the delivery address. We recommend that you use a trackable shipping method and ensure the delivery address is accurate and reliable.

III. Product Return Policy

special nature of carbon fiber products, we offer a conditional return policy.

1. Eligible Return Scenarios:

• The product is brand-new, unused, and has not had its labels removed; and manufacturing or craftsmanship defects are found within 7 days of receipt. You must send photos or videos of the defects to INFO@CROSSRIM.COM via email, and the defects are verified and confirmed by our staff (defects not caused by human damage or improper installation).
• The product you received does not match your order.

2. Non-Returnable Scenarios:

• Returns initiated by the buyer for subjective reasons (e.g., dislike, improper size, color deviation from expectations, etc.).
• Product damage caused by improper installation, use, maintenance, or storage by the customer.
• Wear and tear or aging of the product after normal use.

3. Return Process:

• Step 1: Contact in Advance: Before returning any product, you must first contact our customer service team via email at info@crossrim.com, providing your order number, product number, a detailed description of the issue, and clear photos/videos.
• Step 2: Obtain Return Authorization (RMA): After our customer service confirms that the issue is covered under the warranty, we will issue you a Return Merchandise Authorization Number (RMA Number). We will not be able to process any returned packages without prior authorization.
• Step 3: Return the Product: You need to properly package the product (original packaging is required) and clearly mark the RMA number on the outside of the package, then ship it back to the address we specify (to be provided by customer service). Please Note: Due to the high cost of international shipping, the return shipping fee shall be borne by the customer unless the return is due to our product quality issues.

4. Refund Processing: After we receive and inspect the product and confirm it is in compliance with the return requirements, we will process your refund (to the original payment method) or arrange for an exchange within 5 working days.

IV. Product Warranty Policy

1. Warranty Period: 3 years from the date of receipt of the product.
2. Warranty Coverage: Covers manufacturing and craftsmanship defects that occur under normal use conditions.
3. Warranty Service Method: After we confirm that the issue falls within the warranty coverage, we will provide you with a free replacement (please refer to the following terms for specific replacement methods).
4. Cost Responsibility Within the Warranty Period:

• Defects found within 30 days of receipt: Crossrim will bear all costs, including round-trip shipping fees, customs duties (if incurred), etc., and provide you with a free replacement of the new product.
• Defects found from the 31st day after receipt to the end of the 3-year warranty period: Crossrim will provide you with a free replacement of the product or main components, but the customer shall bear the one-way shipping fee (if required) for sending the defective product back to us. We will cover the shipping fee for sending the replacement product to you.

5. Handling of Discontinued Products: If the product you need warranty service for has been discontinued, we will replace it with a currently available product that has equivalent or higher performance and value.
6. Disclaimer: This warranty does not cover damages caused by collisions, accidents, improper installation, modifications, overloading, or other abusive use.

V. Regarding PayPal Seller Protection Policy

• When we can provide valid logistics tracking information to prove that the package has been delivered to the shipping address registered in the buyer’s PayPal account, we are usually eligible for PayPal Seller Protection.
• Therefore, please ensure that the shipping address in your PayPal account is absolutely accurate. We only ship to the address verified in your PayPal account and shall not be liable for any issues arising from orders shipped to other addresses.
• For any disputes or claims, please first communicate directly with us via INFO@CROSSRIM.COM, and we will strive to reach a fair resolution. If no agreement can be reached, please proceed through the PayPal Resolution Center.

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