At SAMEBIKE, we process orders quickly to ensure your new e-bike reaches you as soon as possible. Because of this fast turnaround, please review our strict cancellation guidelines below before placing your order.
1. How to Request a Cancellation
You may request to cancel an order by contacting us via our Contact Us page. Please note that a cancellation is not confirmed until you receive a direct response from our customer support team acknowledging the cancellation.
2. The 12-Hour Window
Once your order has been paid, you need to cancel your order within 12 hours and before our warehouse handles your order.
Why only 12 hours? Due to our highly efficient order processing and commitment to fast EU local delivery, your order information is automatically sent to our warehouse floor shortly after payment. This ensures you get your e-bike as quickly as possible, but it also means our cancellation window is strictly limited.
- If you are cancelling before work has begun and within this timeframe, we will refund your payment in full via whichever payment method you used during checkout.
- We do not offer cancellations once the parcel has been sent out or processed by our warehouse facility.
3. Modifying an Order (Size or Color)
After you have placed an order, we cannot change it, including modifications for size or color reasons. Our system processes orders automatically to the warehouse.
Please make your selections carefully. If you are unsure about a product, please reach out to our team for guidance to ensure you are choosing the right item before completing your payment.
4. Shipped Orders
Orders which have already been shipped (meaning you have received a tracking number or the parcel has left the warehouse) cannot be changed or cancelled under any circumstances.
If your order has already shipped and you no longer want the item, you must receive the delivery and then follow our standard Return & Refund Policy. Refusing a delivery will result in heavy round-trip shipping fees being deducted from your refund.
Need to cancel an order you just placed? Please contact our support team immediately.