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POLICIES

NOTICE OF RETURN POLICY

EXCHANGES & RETURNS

KTM Bike Industries, ("us" "we" or "KTM") appreciate your business, and your time. Customer satisfaction is important to us and we want to keep you riding. To facilitate this KTM Bike Industries offers a generous return policy. You may return new, unused products purchased from us within 30 days of delivery for a full refund.  You may return used products in good condition within 30 days of delivery for store credit.

For New Products: Defined as unused products, including bikes and apparel, must be returned in the same condition in which you received them, and with the original box and/or packaging, including manufacturer tags where applicable with proof of purchase.

For Used Products: Bicycles, or bike frames in good condition will be issued store credit in the form of a credit applied to your customer account. We will not accept the return of products damaged due to abuse or misuse.  You must provide a receipt or other proof of purchase acceptable to KTM Bike Industries.

Keeping it simple; to exchange a product, we will need to return your original purchase and place a new purchase order at the same time. By placing a new order we can ensure that you will receive the new product quickly, and that it won’t go out of stock while you wait for an exchange. You will receive a full refund for products returned in new, unused condition and an in-store credit for the return of a used product in good condition as described above.

Please allow 1-2 business days to process credits or refunds.

RETURN ADDRESS

Please contact our Service Center for returns, through our Support widget which can be found in the lower right corner. KTM Bike Industries will generate and send you a Return label. Simply print your label, tape it securely to the outside of your return package, and drop it off at a FedEx Center, or local Post Office at your convenience, or prepare it for pickup.

Without a Return Label ship your return to this address:

 

KTM Bike Industries

1835 NW 112th Ave

Miami, FL 33172

 

Please allow 3–5 business days to process a return after it arrives at our distribution center. You will receive an email confirmation when your return is received.

ORDER CANCELLATIONS & RESTOCKING FEES 

Order cancellations are defined as orders that have been removed from stock, shipped, or otherwise processed. You may cancel your order within 24 hours of placing it without any additional charge or obligation. While we offer a comprehensive Exchange & Refund Policy for products that do not meet customer expectations. Order cancellations incur penalty fees based on the following criteria:

 

In-Stock/Unshipped Orders

 

There are no charges for cancelling an order. Orders are processed within 24-hours of being placed, once an order has been pulled and packaged to ship it is no longer in-stock.

 

Removed from Stock/Shipped Orders

 

For bicycles:

  • Customers will be charged a 8% cancellation fee if your product removed from stock.

  • If the product is already in transit but not delivered, there will be a 12% cancellation fee and you will be charged for all shipping charges.

  • If delivery is attempted but not accepted, no refunds will be permitted.

 

For apparel, components, and accessory orders:

  • Customers may cancel your order within 48 hours at no charge or before shipping.

  • After an item has been successfully delivered, the return policy applies.

 

WARRANTY POLICY

KTM Bikes are made with incredible attention to detail ​​using the most innovative manufacturing techniques, and are equipped with the highest quality components from trusted manufacturers.

Please allow 30-60 days for Warranty claims to be processed and fulfilled.

The warranty guarantees that that the KTM Bike is free from material defects and workmanship. If you have a KTM bicycle that was purchased in another country, or via services through another country please check with the distributor in the country where you purchased the bike for warranty service under the terms of the warranty that came with your bicycle.

Subject to the limitations stated in this Warranty document, KTM Bike Industries (“KTM”, “we”) warrants to the original purchaser from that this product will be free of defects in materials and/or workmanship under normal and intended use within the coverage period from the date of purchase by the original purchaser. If a valid claim is received within that period, we will either repair the product at no charge, using new or refurbished replacement parts as we deem appropriate, or replace the product or component with a new one that is at least functionally equivalent to the original product. Any product or component that is replaced under warranty must be returned to KTM and becomes the property of KTM unless otherwise specified.

Coverage periods are as follows:

Alloy Frames

5 Years

Carbon Frames and Forks

3 Years

Other Components

Refer to component manufacture

 

Conditions:

  • Warranty applies to original purchaser only.

  • KTM Bike must be assembled via Authorized dealer or an approved service agent.

  • 5 Year warranty period subject to annual inspection by authorized KTM dealer/service agent.

  • Repair or replacement of component handled on a case-by-case basis at manufacturers/distributors discretion.

Exclusions:

  • Normal wear and tear items are excluded. Specific components include rims in conjunction with rim brakes, paint, brake pads and brake discs, saddle, grips, tires, handlebars, stem, seatpost, bearings and seals moving parts, sprockets, chain wheels, derailleur wheels, brakes, shift cables and bulbs.

  • Damage caused by environmental factors.

  • Improper use.

  • Crash damage.

For warranty service or questions, please contact KTM Bike Industries through our website at: www.ktmbikeindustries.com, by email at warranty@ktmbikeindustries.com, or call us at +1(805)-418-7286.

Do not return your bicycle without first speaking with our warranty service staff and obtaining a return or warranty claim number. In order for your claims to be processed smoothly it is necessary that you provide a valid receipt, or claim number.

Customers are responsible for returning their bicycle with the provided return label to KTM Bike Industries after obtaining authorization, send the affected product, together with your name, address, contact information, and proof of purchase, to:

 

KTM Bike Industries

1835 NW 112th Ave

Miami, FL 33172

 

Faulty Item Returns

Contact us via email to warranty@ktmbikeindustries.com. Please refer to the full warranty policy for details. If you are unable to go to one of our dealers, we will pick up the item for you, using a third party courier service.

Damaged or Incorrect Item Delivered

While rare, in the case of a damaged or incorrect item being delivered, we take full responsibility and will resend the correct item to you as soon as we can. The incorrect item must first be returned to the dealership and/or distribution center before the replacement item can be sent. Contact us via email to warranty@ktmbikeindustries.com immediately upon receiving an incorrect delivery.

Frame Sizing Related Returns

The above Returns policy also applies to swap-over bikes due to the incorrect frame size being ordered but is limited to an exchange only. The re-stocking fee will be waived in this instance.

 

Online Sales Policies 

KTM Bike Industries Image and Content Copyright Policy

The images on KTM Bike Industries website are owned and copyrighted by KTM Bike Industries, and copying images or other content from KTM Bike Industries for use on your website is prohibited. Using images obtained through Internet searches (e.g. Google Image Search) or copying images from other dealer websites who have paid for access to KTM Bike Industries image catalog is also prohibited. Unauthorized use of KTM Bike Industries images may result in your account being suspended, terminated, or appropriate legal action.

Anonymous Seller Policy

KTM Bike Industries views any online presence as an extension of a brick-and-mortar store. In order to maintain an account with KTM Bike Industries, all online sales channels including websites and third party marketplaces must clearly identify your business by including:

  • The name of your retail store

  • Address of your retail store

  • Contact information including phone number and hours of operation

 

Failure to comply with this policy may result in the loss of your authorized KTM Bike Industries account.

Third Party Marketplace Policy

Retailers are prohibited from using third party retail platforms (3P) for the display, promotion, sale, or fulfillment of any product from any KTM Bike Industries- owned brand.

Third Party Marketplace (3P) platforms include, but are not limited to, Amazon, eBay, Sears, Newegg, Rakuten, and Walmart, etc.

Failure to comply with this policy may result in the loss of your KTM Bike Industries account.

KTM Bike Industries Brand Specific Policies

To further our continued support of independent bicycle dealers, to encourage our dealers to effectively promote and invest in sales and service of our products, and to preserve the image and value offered by our products, KTM Bike Industries has unilaterally adopted detailed MAP and sales policies for all of our brands.

 

Privacy Policy 

This privacy policy sets out how KTM Bike Industries uses and protects any information that you give KTM Bike Industries when you use this website. KTM Bike Industries is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. KTM Bike Industries may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • Name

  • Contact information including email address

  • Demographic information such as postcode, preferences and interests

  • Other information relevant to customer surveys and/or offers

 

For the exhaustive list of cookies we collect see the List of cookies we collect section.

Shipping & Delivery Policy

Fulfillment & Handling

  • Orders can require up to 2 days handling.

  • Shipping within 3-6 business days throughout the contiguous 48 United States.

  • Allow up to 14 days for package delivery.

Lost or Stolen Packages

KTM Bike Industries is not responsible for lost or stolen packages with confirmed delivery to the address listed during an order. Upon inquiry, KTM Bike Industries will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate.

Items lost, damaged, or stolen during transit are the sole responsibility of the contracted carrier.

Data Use Clause

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.

  • We may use the information to improve our products and services.

  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website.

Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your Personal Information

You may choose to restrict the collection or use of your personal information in the following ways:

Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at info@ktmbikeindustries.com.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.