At SAMEBIKE, we are dedicated to providing high-quality electric bikes. Because e-bikes are large and heavy items, shipping and handling processes are complex. Please read our return and refund policy carefully before making a purchase.
1. General Return Conditions (Returns Without Cause)
E-bikes are considered large items and are not eligible for returns or exchanges without cause if no quality issues are found upon delivery.
- If a customer insists on requesting a return without a valid reason, they must bear the return shipping costs, packaging materials fees, and warehouse handling fees. These applicable fees will be deducted from your final refund according to our standard procedures.
- Used items or products that affect resale eligibility are not eligible for returns or exchanges. If a return is forcibly requested for a used item, significant depreciation and handling fees will be deducted.
2. Quality Issues & After-Sales Service
We stand behind the quality of our products. If you believe your e-bike has a manufacturing defect, please note the following protocol:
- Proof Required: Returns will not be accepted if customers cannot provide valid proof (clear photos/videos) of the product defects. If a return is requested without proof, standard non-reason return fees will be deducted.
- Repair First Policy: All quality issues will be handled primarily by our after-sales service team. We will provide replacement parts and technical guidance. If remote resolution is not possible, the product will be sent to an authorized service center for repair, after which we will return the fully functioning product to the customer.
- Minor Bumps & Scratches: Minor transportation scratches or cosmetic bumps that do not affect the safety or functionality of the e-bike are not eligible for returns or exchanges. In such cases, corresponding compensation (such as accessories or partial refunds) may be negotiated with the customer.
3. Refusal of Delivery
Customers who refuse delivery of the package without a valid reason must bear the actual round-trip shipping costs incurred by the refusal, plus any actual transportation-related damage to the goods. These substantial costs will be deducted from your refund.
4. How to Return My Electric Bike?
If your situation qualifies for a return based on the policies above, please follow these exact steps:
- Contact Us First: Do not ship the bike back without authorization. Reach out to us via the Contact Us page. Include your order number, a detailed explanation of the issue, and clear photos/videos as proof.
- Evaluation: Our after-sales team will review your case. We will first attempt to resolve the issue via troubleshooting or sending replacement parts.
- RMA & Shipping: If a return or repair is authorized, we will provide you with the correct warehouse address and instructions. The e-bike must be packed securely in its original packaging to avoid transit damage.
- Inspection & Refund: Once the warehouse receives the bike, it will be inspected. Refunds (minus any applicable round-trip shipping, handling, or packaging fees) will be issued to your original payment method.
For any after-sales inquiries or to start a service request, please Contact our support team.