Returns And Refunds

TERMS AND CONDITIONS

All products purchased through our website must fulfill these conditions in order to be entitled to a return/exchange.

1. ORDER CANCELLATION

Before Shipment :

You can cancel your order if it hasn’t left our warehouse, get in touch with our customer service official@adoebike.com for an order cancellation.

After Shippment: 

To request an order cancellation after it has been shipped(including cases where the parcel is rejected and the parcel is returned the way it came), the customer needs to pay a 10% processing fee. The customer is also responsible for the return.

ADO Ebike will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please Notice:

If a customer decided to arrange the return shipment by himself and the request has been confirmed by ADO Ebike’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. ADO Ebike will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

The customer needs to email ADO Ebike’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, ADO Ebike will email the customer a cancellation notification email. The customer shall not send a return package to ADO Ebike without receiving notification. ADO Ebike will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.

2. ORDER MODIFICATION

Please refer to our shipping policy to modify an order before the customer has received it.

We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance.

All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

3. MODEL REPLACEMENT & RETURN

Free Replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service in 14days after received package for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

1. A) Minor damage to the outer packaging.
   B) Minor scratches or paint loss on the product.
   C) Damage to parts or wearing parts after excessive use.
   D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

 Original packaging:
You can return the product within 14 days of receipt, provided that the product is new and unopened. You will be responsible for the return shipping fee and 10% depreciation fee, both of which will be deducted from your refund.

Used products:
You can return the product within 30 days of receipt, provided that the product is in good condition. The mileage on the electric bike odometer must not exceed 20 miles. You will be responsible for the return shipping fee and 30% depreciation fee, both of which will be deducted from your refund

Quality Issues Return:

Return within 14 days(after receiving ebike): Apply for free return or exchange due to severe transportation damage or other quality-related issues (affecting the use function). (Definition of severely damaged goods: the main structure of the goods is obviously deformed and affects the normal use function of the goods in any way.)

Note: The following situations will be considered normal and are not applicable to the free replacement or refund policy: A) Minor damage to the outer packaging. B) Minor scratches or paint peeling on the product. C) Parts or consumables are damaged after excessive use. D) Parts or consumables are damaged after a certain period of time or a certain number of times.

Note: During the return period, please keep the outer box. If the product is sent back without the outer box and affects the secondary sale of the product, due to the special nature of the product, you will not be able to enjoy the return and exchange policy.

Return beyond 14 days(after receiving ebike):We can help you repair defective ebike if you insist on returning the ebike, you can return it within 30 days after signing for it, but you must pay the return shipping fee and be charged a depreciation fee equal to 30% of the purchase price.

Quality Issues Reimbursement

If you believe your product is defective and was purchased from one of our authorised dealers within the past year, please contact us at support@adoebike.com with photos or videos containing the actual defect as there may be a simple solution to your problem. The Adoebike support team can provide you with a technical solution.

Note: Customers are requested to keep the box during the return period. If there is no outer box to send back the product and it affects the secondary sale of the product, you will not be able to enjoy the return policy because of the special nature of the product.

4.RETURN PROCESS

Return Application: Contact support@adoebike.com to apply for a return. Attach videos and photos of all packaging and items.

Review Request: After-sales staff reviews the return request based on the customer's order details and product condition video and photos.

​Returned Goods: After approval, ADO Ebike will provide a return shipping label and the return package will be collected by the designated carrier. Customers can also choose to return the product themselves or arrange return shipping by themselves.

Refund: After the warehouse signs, inspects and verifies the returned goods, the after-sales staff will handle the refund procedures.