Return and Defect Policy

1. Introduction and Scope

1.1 Purpose. This Return and Defect Policy (“Policy”) governs the procedures for handling defective merchandise, return requests, and resolution of quality concerns for wholesale orders placed with Ryden (“we,” “us,” or “Ryden”) by wholesale buyers (“Buyer” or “you”).

1.2 Application. This Policy applies to all wholesale orders shipped by Ryden, including stock catalog orders, private-label orders, and custom-branded orders.

1.3 General Policy. Ryden operates a defect-only return framework. Physical returns of non-defective merchandise are not accepted as standard practice, due to international freight costs that often exceed product value. Defective merchandise is resolved through credit, replacement, refund, or repair as specified in this Policy, with physical return of the defective item generally not required.

1.4 Modification. Ryden reserves the right to amend this Policy with thirty (30) days’ notice to active wholesale buyers. Material changes require buyer acknowledgment before continuing the wholesale relationship.

2. Definitions

2.1 “Defect” means a manufacturing fault, material flaw, or quality deviation rendering the product unsuitable for its intended use, including:

1. Manufacturing defects: stitching failures, structural failures, component bonding failures, finishing defects;
2. Material defects: material flaws affecting product function or safety;
3. Certification deviation: where products fail to meet the certification standards claimed (e.g., a helmet marketed as CE EN 1078 certified that fails certification verification);
4. Specification deviation: where products materially deviate from the specifications confirmed at order stage.

2.2 “Non-Defect” exclusions mean conditions not constituting a Defect under this Policy:

1. Normal wear from use;
2. Damage caused by misuse, modification, or improper handling by buyer or buyer’s customers;
3. Damage caused by shipping or handling after delivery to buyer’s warehouse;
4. Color variations within standard manufacturing tolerances;
5. Minor cosmetic variations within standard manufacturing tolerances;
6. Customer dissatisfaction unrelated to product defect.

2.3 “Receipt” means the date the shipment is delivered to the buyer’s designated delivery address per the applicable Incoterms, as evidenced by carrier delivery confirmation.

3. Defect Notification Window

3.1 Notification Period. Buyers must notify Ryden of any Defect within fourteen (14) calendar days from the date of Receipt. Notifications received after this window will not be eligible for defect resolution under this Policy, except for latent defects governed by Section 8.

3.2 Notification Method. Defect notifications must be submitted in writing to Ryden’s defect handling team via:

1. Email to contact@ryden.store; OR
2. The wholesale buyer portal defect submission form.

Verbal notifications are insufficient.

3.3 Required Notification Content. Each defect notification must include:

1. Ryden order reference number;
2. SKU(s) and quantity affected;
3. Description of the defect, including how it was identified;
4. Photographic evidence per Section 4 of this Policy;
5. Buyer’s preferred resolution path per Section 6 of this Policy;
6. Buyer contact details for follow-up communication.

3.4 Incomplete Notifications. Defect notifications missing required content per Section 3.3 will be acknowledged but cannot be processed until complete information is received. The 14-day notification window is measured to the date of initial notification regardless of completeness, provided complete information is supplied within seven (7) additional days of Ryden’s request for missing information.

4. Photographic Evidence Requirements

4.1 Photo Requirements. Photographic evidence must include:

1. Overall product photo: showing the complete product from a clear angle;
2. Defect close-up: clear, in-focus photo(s) showing the specific defect, with sufficient detail for Ryden’s QC team to assess;
3. Packaging photo: where the defect may relate to shipping damage, photos of the outer packaging condition upon Receipt;
4. Labeling / identification photo: photo of the product label, serial number where applicable, or other identifying markings.

4.2 Photo Quality. Photos must be:

1. In focus and clearly showing the defect;
2. Taken in adequate lighting;
3. Of sufficient resolution to allow examination of the defect;
4. Submitted in standard image formats (JPG, PNG, or equivalent).

4.3 Video Evidence. Where the defect involves operational failure (e.g., a pump that fails to seal, a torque wrench that fails to click), video evidence may be requested in addition to photographic evidence.

5. Ryden QC Review

5.1 Review Timeline. Ryden’s quality control team reviews complete defect notifications within five (5) business days of receipt of complete notification documentation.

5.2 Review Outcomes. Following QC review, Ryden will issue one of the following:

1. Defect Confirmed: The reported issue is confirmed as a Defect under Section 2.1. Ryden proceeds to resolution per Section 6.
2. Defect Not Confirmed: The reported issue does not constitute a Defect under Section 2.1, or the evidence is insufficient to confirm a Defect. Ryden provides written explanation of the determination.
3. Additional Information Required: Ryden requests additional photographic evidence, physical samples for inspection, or other supporting information before determination.
4. Physical Return Required: For certain defect types where Ryden requires the physical defective item for QC analysis (typically higher-value items or items requiring manufacturer warranty processing). Section 7 governs physical return procedures.

5.3 Buyer Right of Dispute. Buyers may dispute a “Defect Not Confirmed” determination by:

1. Submitting additional evidence within fourteen (14) days of Ryden’s determination;
2. Requesting escalation to Ryden’s senior QC review;
3. Requesting third-party inspection at the buyer’s cost (Section 9).

6. Defect Resolution Paths

6.1 Available Resolution Paths. For confirmed Defects, the following resolution paths are available, with the buyer selecting their preferred resolution at the time of defect notification (subject to Section 6.3):

1. Replacement: Ryden ships replacement units of the same SKU. Replacement shipments are dispatched within five (5) business days of resolution confirmation, subject to stock availability and shipment consolidation efficiency.
2. Credit Toward Next Order: The defect value (calculated at the original invoice price) is credited to the buyer’s account for application against future orders. Credits do not expire for active accounts.
3. Refund: Original payment amount for the defective items is refunded to the buyer through the original payment method. Refund processing requires up to ten (10) business days from resolution confirmation.
4. Repair: Where applicable (typically for higher-value items where repair is technically feasible and operationally efficient), Ryden may offer repair as a resolution path. Repair timelines vary by item and are confirmed at the time of resolution.

6.2 Mixed Resolution. For shipments containing multiple defective SKUs, different resolution paths may be applied to different SKUs based on buyer preference.

6.3 Resolution Path Availability. Resolution path availability is subject to:

1. Stock availability: Replacement is contingent on stock availability of the affected SKU. Where stock is unavailable, credit, refund, or repair is offered as alternatives.
2. Technical feasibility: Repair is offered only where technically feasible. Many cycling products (helmets after impact, gloves, apparel) are not appropriate for repair.
3. Buyer account standing: Buyers with outstanding overdue invoices may be limited to credit or replacement resolution rather than refund.

6.4 Resolution Timeline. Once a resolution path is selected and confirmed:

1. Replacement: Dispatch within five (5) business days, freight per the original shipment’s Incoterms;
2. Credit: Applied to buyer’s account within two (2) business days of confirmation;
3. Refund: Processed within ten (10) business days of confirmation;
4. Repair: Timeline specified at resolution confirmation based on repair complexity.

7. Physical Return of Defective Items

7.1 General Position. Ryden’s general practice is to resolve defects without requiring physical return of the defective items. The buyer typically retains the defective items for their own disposition (recycling, disposal, or as Ryden may otherwise direct).

7.2 When Physical Return Is Required. Ryden may require physical return of defective items in specific circumstances:

1. Higher-value items where physical inspection is necessary;
2. Items requiring manufacturer warranty processing (some brand-resale items);
3. Items where defect analysis requires laboratory testing;
4. Items subject to safety recall procedures.

7.3 Return Freight Responsibility.

1. Defect Confirmed: Where Ryden requires physical return and the Defect is confirmed, Ryden bears the return freight cost. Return shipping arrangements are coordinated by Ryden’s logistics team.
2. Defect Not Confirmed (After Return): Where Ryden requires physical return for analysis and the analysis determines the issue is not a Defect under Section 2.1, the buyer is responsible for the return freight cost and any further disposition (return to buyer or disposal).

7.4 Return Documentation. Physical returns require:

1. Ryden-issued Return Material Authorization (RMA) number;
2. Original or equivalent packaging to prevent further damage in transit;
3. Customs documentation as required for international return shipments (Ryden assists with documentation preparation);
4. Insurance for the shipment as agreed at the time of return authorization.

8. Latent Defects

8.1 Definition. “Latent Defect” means a manufacturing or material defect not reasonably discoverable through normal inspection at Receipt and that becomes apparent only through later use of the product.

8.2 Notification Period. Latent Defects may be reported beyond the standard 14-day notification window provided that:

1. Notification occurs within thirty (30) days of the buyer’s discovery of the Latent Defect;
2. Notification occurs no later than the applicable warranty period for the product category;
3. The buyer can demonstrate reasonable steps were taken to identify the defect at Receipt.

8.3 Latent Defect Resolution. Latent Defects are resolved through the same resolution paths under Section 6, subject to the additional evidence requirements appropriate to demonstrating the defect’s latent nature.

9. Third-Party Inspection for Disputed Defects

9.1 Independent Inspection Option. Where Ryden and the buyer cannot agree on whether a reported issue constitutes a Defect, either party may request independent third-party inspection by a recognized inspection service (SGS, Bureau Veritas, Intertek, or equivalent).

9.2 Inspection Cost. The cost of third-party inspection is borne by:

1. Buyer, if the inspection determines the issue is not a Defect under Section 2.1;
2. Ryden, if the inspection determines the issue is a Defect under Section 2.1.

9.3 Binding Effect. The third-party inspection determination is binding on both parties for the purpose of defect resolution under this Policy. Either party retains the right to pursue dispute resolution under Section 12 of this Policy.

10. Certification-Related Defects

10.1 Certification Failure Defects. Where a product is marketed as meeting specific certification standards (CE EN 1078, CPSC, AS/NZS 2063, MIPS licensing, ISO/IEC 17025 calibration, or other certifications) and the product fails certification verification, this constitutes a Defect under Section 2.1.

10.2 Documentation Verification. Buyers may verify product certification through:

1. Certification documentation supplied with the order (per Customs and Import Documentation Policy);
2. Verification against the certification authority’s published records (e.g., MIPS licensee directory, calibration accreditation directory);
3. Independent certification testing through accredited laboratories.

10.3 Certification Defect Resolution. Where a certification-related defect is confirmed, in addition to standard resolution paths under Section 6:

1. The affected SKU is suspended from further shipment pending certification rectification;
2. Ryden notifies all buyers with active accounts who may have received affected SKUs;
3. The buyer’s regulatory exposure (where they have onward-sold non-certified products into regulated markets) is addressed cooperatively, with Ryden providing certification documentation supporting the buyer’s regulatory response.

11. Shipping Damage

11.1 Apparent Damage. Where shipping damage is apparent at Receipt:

1. The buyer should refuse the shipment or accept “with reservation” noting visible damage on the carrier’s delivery documentation;
2. Photographic evidence of the damaged packaging and contents should be taken at the time of Receipt;
3. The buyer notifies Ryden within forty-eight (48) hours of Receipt.

11.2 Concealed Damage. Where shipping damage is concealed (not apparent at Receipt but discovered upon unpacking):

1. The buyer notifies Ryden within seventy-two (72) hours of Receipt;
2. Photographic evidence is taken of both the outer packaging and the damaged contents.

11.3 Insurance Claims. Where freight insurance was elected by the buyer per the Shipping and Freight Policy, the buyer files an insurance claim with the freight carrier with Ryden’s assistance. Ryden provides supporting documentation (invoice, packing list, photos) for the insurance claim.

11.4 Resolution. Shipping damage that constitutes a Defect under Section 2.1 is resolved per Section 6, separate from the freight insurance claim process.

12. Governing Law and Dispute Resolution

12.1 Governing Law. This Policy is governed by the laws of [governing jurisdiction — to be specified with counsel], without regard to conflict of law principles.

12.2 Arbitration. Any dispute arising from or relating to this Policy that cannot be resolved through good-faith negotiation between the parties shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with the SIAC Rules in force at the time. The seat of arbitration shall be Singapore. The language of arbitration shall be English.

12.3 Limitation of Liability. Ryden’s liability for defective merchandise under this Policy is limited to the resolution paths specified in Section 6. Ryden’s total liability for any defective shipment shall not exceed the original invoice value of the defective items, except where mandatory applicable law provides otherwise.

12.4 Exclusion of Consequential Damages. To the maximum extent permitted by applicable mandatory law, Ryden shall not be liable for indirect, consequential, incidental, or special damages arising from defective merchandise, including but not limited to lost profits, loss of business, business interruption, or third-party claims, except where such limitation is prohibited by mandatory applicable law.

13. Contact and Communications

13.1 Defect Reporting.

Ryden Defect Handling
Email: contact@ryden.store
Phone: [defect phone to be specified]
Wholesale Portal: [portal URL to be specified]

13.2 RMA Requests and Return Coordination.

Ryden Returns Coordination
Email: contact@ryden.store
Phone: [returns phone to be specified]

13.3 Escalation. Disputed defect determinations may be escalated to:

Ryden Senior QC Review
Email: contact@ryden.store

Need to report a defect?

Email contact@ryden.store within 14 days of delivery with: order reference, SKUs and quantities affected, photos per Section 4, and your preferred resolution (replacement, credit, refund, or repair).

Not yet a wholesale buyer? Apply for a wholesale account, or read the Net Terms Policy for payment terms.