Return & Warranty
At Magene.com we pride ourselves on customer satisfaction. You may return hardware products purchased from this site for any reason within the first 7 days of delivery (Subscriptions and virtual products cannot be returned.) and receive a full refund, excluding original shipping charges.
Order cancellation or change
We accept order cancellation or changes before actual shipment. If you need to cancel or change your order, please send us an email explaining the situation in time. Once the order is handed over to the courier service provider, it cannot be canceled or changed.
Return eligibility
Returned merchandise must be in its original packaging and condition, including all parts, accessories, manuals and documentation, etc. Incomplete returns may incur additional fees or a partial refund.
Please note: Returns are not supported once the product is activated.
Return fees
1. If the return is caused by your personal reasons (not product quality), you need to bear the cost of shipping the package to Magene.com's warehouse in the United States or China (except for wheelsets and most power meters, the rest of the products are usually returned to US warehouse).
2. If the return is caused by the following reasons, we will decide how to handle it at our discretion, which may be exchange, repair, refund, return, etc.
-Product functions, materials, etc., do not match the website description.
-Obvious defects in product appearance.
-Quality problems affecting product use.
-Goods damaged due to shipping.
If the above situation occurs, please keep the evidence and send us an email in time, we will usually respond within 1-2 working days.
Please note: If it involves shipping the product to our warehouse, you need to bear the risk of loss or damage during this period.
Return process
1. You need to send the purchase receipt, returned goods, and reason for return to our customer service email.
2. We will review your request and send you the warehouse address once your return is approved. (We recommend you use Signature Service’s shipping method)
3. After the warehouse signs and checks that everything is correct, you will be reshipped or refunded. Refunds will be made back to your original payment account, usually 1-2 days for Paypal and 3-5 days for credit cards.
Warranty Policy
Warranty period: 1 year for cycling trainer, 2 years for power meters and wheelsets, and 1 year for other products, starting from the date of order receipt. Any discrepancies with product instructions will defer to the product instructions.
Warranty Eligibility:
The product needs to meet all the following conditions to enjoy the warranty policy. If it does not meet the requirements, you need to bear the reasonable costs of parts, labor, etc. incurred during the repair period.
1. The product is within the warranty period.
2. The product does not meet the exceptions
Warranty fee:
Magene bears the warranty costs within the warranty period, and you need to bear the cost of shipping to us and the risk of loss or damage during transportation.
Exceptions:
If the product meets any of the following rules, you need to bear the reasonable costs of parts, labor, etc. incurred during repair/maintenance.
-The product is out of warranty
-Damage due to consumer misuse, maintenance, or storage.
-Damage from non-authorized disassembly.
-Altered or mismatched model numbers on the warranty certificate.
-Damage from force majeure or failure to follow user manual instructions.
Warranty process
1. You need to provide the product's purchase voucher or product's SIN code and product problems and send them to our customer service email. We will handle your request and guide you in diagnosis and troubleshooting, as well as provide necessary warranty services.
Please note: The above policy only applies to goods purchased on Magene.com. If you purchase them on other e-commerce platforms or dealers, you need to contact the seller who sold them to you at that time to obtain warranty service.
*If the above terms conflict with local laws, local laws shall prevail.
If you have any questions, please contact the Magene.com customer service team at officialwebsite@magene.com.
