We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
Before initiating a return, please review our return policy and contact our customer support at service@otidabike.com. Please note that we will not accept any returns that have not been pre-approved by our customer service team. If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Please be advised that OTIDABIKE is not responsible for the shipping cost of the package returned by the customers themselves.
Returns
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.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO
- Product from Unauthorized Reseller
- The damage is caused by human
- Special order
- Sale items or gift cards
- Giveaways or free items
Return Process*
- Call or email the Otidabike customer service team in advance to describe the specific reason for your return. If it is a quality problem, you need to provide clear pictures or videos.
- After receiving your message, the Otidabike customer service team will contact you. Please pay attention to answering calls, text messages, and emails.
- After approval by our customer service team, we will provide you with a return label.
- After we receive your returned goods and then check them seriously if it has no broken problem or damage, we will refund you within 3 working days.
Shipping and Handling fee for non-quality issue return:
| E-bikes | $200/pc for a return |
| E-bike Batteries | $100/pc for a return |
REFUND
| Quality issues | Accept full refund & partial refund with permission from Otidabike |
| Receive wrong goods | Free to change or full refund |
| Damaged or missing accessories | Free to send accessories or accept a partial refund |
| The package cannot be delivered or missing | Accept free resend or full refund |
| The customer cancels the order before the packageis shipped | 5% of the total anount will be deducted as a processing fee |
| The customer cancels the order after the package is shipped | Custoners need to pay $ 200 shipping fee charge per bike (Deduct $ 200 when making refund) |
| About refund difference price | 1. Partial refund of the difference price within 15 days 2. Not acceptable (can send free gift) over 15 days Note: Otidabike has the right to organize any event promotion |
| Change delivery address | Address can’t be changed after the bike shipped out |
| Customers refuse to accept the package | $200 shipping fee or the customer needs to pay an extra $ 200 for resend |
| Quality Issues Refund |
1. Within 30 days: Free return or exchange for defective products. Shipping fee can not be refunded 2. Over 30 days: Return is not acceptable; Accept exchange new product or partial refund Must take a photo of the item in its original packaging to share with our Product Support team. |
| Non-quality Issues Refund |
Only refund within 30 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware,etc.).. We will deduct the shipping fee of $200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. Otidabike doesn't undertake the package box fee |
| Quality Issues Reimbursement |
if you believe your item is defective and was purchased within 1 year from our authorized dealer,please contact us at service@Otidabike.com , and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Otida support team could provide you with technical solutions. *If the issues still can not be resolved, we would recomnend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness. * Please note that to be eligible for the reimbursement, 1)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); 2)the anount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. 3)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Otidabike reseryes the right to determine between defective products and normal wear and tear. |
A. For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.
If the model of the returned e-bike or battery is inconsistent with the order information, Otidabike cannot provide a refund;
If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by Otidabike depending on the loss of parts.
How can I get the refund?
If you confirm that you want to return and request return for a refund, you can contact with our support team for a return label, we will refund you after we received the returned parcel.
