Returns & Warranty Policy | Orbea & Cannondale | Cannasia Singapore
Cannasia · Singapore · Policy
Claims & Returns
All new merchandise delivered from Cannasia is covered by the respective manufacturer's stated warranty. This page explains how to make a warranty claim, what is covered, how returns are handled, and how to get in touch.
Warranty
Manufacturer's Warranty
All new merchandise is covered by the respective manufacturer's stated warranty. This applies to all Orbea bikes, Cannondale parts, accessories and components purchased from Cannasia.
What the Warranty Covers
Every new product sold by Cannasia is covered by its manufacturer's warranty against defects in materials and workmanship from the date of purchase. Warranty periods and terms vary by manufacturer and product category.
Orbea bikes: Orbea provides a lifetime warranty on framesets for the original owner, and a warranty on components as specified by the respective component manufacturer. Full warranty terms are available from Orbea directly.
Cannondale parts and accessories: Covered by the manufacturer's warranty period as applicable to the specific product. Heritage and discontinued OEM parts are sold as-is — please enquire before purchasing if you have questions about condition.
Third-party components (Shimano, SRAM, RockShox, Fox, etc.) are covered by those manufacturers' own warranty terms.
As the official Orbea distributor for Singapore, Cannasia is your direct point of contact for all Orbea warranty claims. You do not need to contact Orbea directly — come to us first.
What the Warranty Does Not Cover
The manufacturer's warranty does not cover damage caused by:
If you are unsure whether your situation is covered, contact us before attempting any repair — unauthorised repairs may void the warranty.
Process
How to Make a Warranty Claim
Contact us before returning any item. Do not send items back to us without prior authorisation. Unauthorised returns may be refused and returned to sender at the sender's cost.
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1Contact Cannasia first Email frankel@cannasia.com or call/WhatsApp +65 81028867. Describe the defect and include photos if possible. Provide your order number or proof of purchase.
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2We assess the claim Our team will review the defect description and photos. We will advise whether the issue is covered under warranty and what the next steps are — this is typically done within 1–2 business days.
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3Return the item (if required) If we need to inspect the item, we will provide a return authorisation and instructions. Items must be returned in the condition received, with all original packaging where possible. Do not return items without prior authorisation.
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4Resolution Depending on the nature of the defect and the manufacturer's warranty terms, resolution may take the form of repair, replacement or — where neither is possible — a refund or store credit. We will keep you informed throughout the process.
Returns
Returns Policy
Please choose carefully. We do not accept returns for change of mind on special order items, custom builds, or items that have been used or assembled. Contact us within 7 days of receiving your order if you believe there is an issue.
Defective or Incorrect Item
AcceptedIf you receive an item that is defective, damaged in transit, or different from what you ordered, contact us within 7 days of receiving your order. We will arrange a return, replacement or refund at no cost to you. Please include photos and your order number.
Change of Mind — Unopened Item
Case by CaseChange of mind returns on unopened, unused items in original condition are considered on a case-by-case basis within 7 days of purchase. Return shipping costs are the responsibility of the buyer. A restocking fee may apply. Contact us before returning.
Used, Assembled or Custom Items
Not AcceptedWe do not accept returns on items that have been used, installed, assembled, or custom ordered. This includes bikes that have been ridden, components that have been fitted, and any MyO custom Orbea builds. Heritage and clearance items are sold as-is.
Refunds
Refunds
When Refunds Are Issued
Refunds are issued where a warranty claim or return has been assessed and approved by Cannasia, and where repair or replacement is not possible or appropriate. Refunds are processed to the original payment method used at purchase.
For DBS/POSB instalment plan purchases, Atome or GrabPay purchases, the refund will be processed back through the respective payment provider. Processing times vary by provider — typically 5–10 business days after we initiate the refund.
For international orders, refunds are processed in SGD to the original payment method. Currency conversion differences are outside Cannasia's control.
Refund Processing Times
Refund timelines are set by the payment provider, not Cannasia. We initiate the refund from our end immediately upon approval.
Contact Us About a Claim or Return
For all warranty claims, returns or refund enquiries, contact us directly. Do not return any item without prior authorisation. Include your order number, photos of the issue, and a description of the problem.
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Call or WhatsApp+65 81028867
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Email (preferred for claims)frankel@cannasia.com
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Visit in-store83 Frankel Avenue, Singapore
What to include in your claim email
To help us resolve your claim as quickly as possible, please include the following in your email:
- → Your order number or receipt
- → A description of the defect or issue
- → Clear photos showing the problem
- → Your name and contact number
- → Whether you prefer repair, replacement or refund
FAQ
Claims & Returns — Frequently Asked Questions
My item arrived damaged. What do I do?
Contact us within 7 days of receiving your order at frankel@cannasia.com with photos of the damage and your order number. Do not use or assemble the item. We will assess and arrange a replacement or refund.
How long do I have to make a warranty claim?
Warranty periods vary by manufacturer. Contact us as soon as you notice the defect — the sooner a claim is raised, the easier it is to resolve. Delays in reporting a defect may affect the outcome of your claim.
Can I return a bike I've already ridden?
We do not accept change-of-mind returns on bikes that have been ridden. If your bike has a manufacturing defect, contact us within 7 days and we will assess the warranty claim. Crash damage or normal wear is not covered.
I ordered the wrong size. Can I exchange it?
Exchanges for sizing on unopened, unused items are considered case by case. Contact us before returning anything. We strongly recommend using our sizing guides and contacting us before ordering if you are unsure — expert advice is free.
Who pays for return shipping?
For defective or incorrectly supplied items, Cannasia covers return shipping costs. For change-of-mind returns (where accepted), return shipping is at the buyer's cost. International returns are the buyer's responsibility unless otherwise agreed.
How long does a warranty claim take to resolve?
We aim to respond to all claims within 1–2 business days. Resolution time depends on the nature of the claim — some are resolved immediately, others may require the item to be returned and assessed, which can take 5–10 business days.
I bought a Cannondale heritage or clearance part. Is it covered?
Heritage, discontinued and clearance items are sold as-is. We describe the condition of all such items accurately in the product listing. If an item is significantly different from its description, contact us and we will work to resolve it fairly.
My Orbea frame has cracked. What do I do?
Contact Cannasia directly — as the official Orbea distributor for Singapore, we are your first point of contact for all Orbea warranty claims. Do not contact Orbea directly. Bring or send the frame to us and we will assess and handle the claim on your behalf.
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