Return and Refund
ORDER CANCELLATION
BEFORE SHIPMENT:
Please double-confirm all your order information including address, phone number, item and other information as soon as the order was placed. If your order is canceled before shipping, we do not charge a handling fee.
If there is a mistake in your order details, the support team can modify it as long as it has not been shipped. Cancellation is not confirmed until you receive a response from our customer support team. Customers will receive an email confirmation if the order is successfully canceled.
AFTER SHIPMENT:
We cannot change, intercept, or cancel orders that have already shipped. If you cancel after your order has been sent you are responsible for the return shipping fee.
Return to Sender / Refused Shipment:
If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $150 to partially cover shipping costs.
If you has received the item you ordered, please contact the support team for the return. The customer is also responsible for the return shipping cost. We will provide a return shipping label for.
The customer may also choose self-return or arrange the return shipment by himself.
Returns
After your E-bike is delivered, you can start a return process within 14 days of delivery.
We do not accept returns after 14 days. Before starting a return process, the customer needs to contact support@awdebike.eu to get approval for the return. We will not accept returns without permission from AWD eBikes. Please do not send your purchase back to us until we have authorized the return in writing. Return address will be sent to your email together with the approval.
Unused Items
To start a return, make sure the bike is unopened, unused, free from dirt, dust, and odor-free. It should be in the original package and condition when you received it. Customers are responsible for the return shipping cost. We will provide a return shipping label. The customer may also choose self-return or arrange the return shipment by himself.
Used Items
We will not accept any returns after 14 days from the delivery date or have more than 10 miles on the odometer.
- It must have less than 10 miles on the odometer
- Free of any wear and tear, dirt, dust, fragrance, or any other signs of use
- It must include all items that were inside the box (charger, keys, tools, gifts etc.)
- It must be in the same packaging and condition that you receive it.
We will deduct the round-trip shipping fee and 20% restocking fee from the final refund.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Shipping damage:
For items that arrive damaged or are defective, please contact us at support@awdebike.eu, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Our support team could provide you with technical solutions, and the damaged parts can be replaced or compensated. The damages caused by transportation like scratches, defective parts are NOT justifications for returns.
In the case of non-quality returns, the customer will be responsible for the return shipping costs.
If you received a wrong item:
In some rare cases, a mix-up during fulfillment day happens. If you've received an item that you haven't ordered or received the wrong item, please contact us directly and we'll correct the error right away.
The item should be unused and in its original packaging for replacement.
Refund
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund, exchange, or store credit will be processed.
For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution. After this time, the refund time frame within 7 business days. The exact time may vary depending on the processing speed of the bank. Please aware your information from bank. For refunds, a credit will automatically be applied to your credit card or original method of payment within a reasonable number of days.
Notice:
- The customer should ship the returned item within 7 buiness days after Wallke provide a return label. Or the return will be deemed as canceled by the customer.
- If non-returnable items are returned without authorization from our customer service team, they may be returned to the customer and the customer will be notified. Restocking fees may apply to unauthorized returns.
- For ebike that has been delivered for more than 14 days or used for more than 10 miles, if there is any problem, we do not accept returns anymore, only repairs and replacements are allowed.
- All returns will be inspected for damage. Please package your return item properly to make sure no damage incurs during the return shipping process.
- If you are shipping an item over $150, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Exchange
BEFORE SHIPMENT:
You can change a different model before shipping.
Shipped but not received
If the package has been successfully sent can not be exchanged.
AFTER SHIPMENT:(We only accept exchanges within 14 days）
To be eligible for a exchange, the item must be unused, free from dirt, dust, or any fragrances, and in the original packaging and condition that you received it.
- If you plan to exchange a same model but different color, a round-trip shipping cost charge shipping charges are the responsibility of the recipient.
- If you plan to exchange a different model, you must pay the corresponding price difference and the round-trip shipping cost.
- The ship to address will be provided by mail after submitting the application.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
- Product from Unauthorized Reseller
- The damage is caused by human
- Special order
- Giveaways or free items
- Spare or replacement parts
We hope this policy enhances your shopping experience with us. Thank you for choosing AWDEBiKE!
Feel free to contact us at:
Email: support@awdebike.eu.