Return Policy

1. General Provisions

This policy applies to products of brands under Icanebike. It aims to provide consumers with clear and unified rules for returns, exchanges and warranties, ensuring a fair and satisfactory shopping experience.

2. Return Conditions and Procedures

(1) Requirements for Return Time and Product Condition

• · Generally, returns can be requested within 30 days after the product is delivered for all brands, but there are specific details for different situations.The product must be in the same condition as when received, unused , undamaged (not caused by human), and include all items in the original packaging and the original purchase receipt.
• · Returns are generally not accepted after 30 days, except for special warranty cases.

(2) Return Application Process

• 1. Consumers need to contact the customer service email support@icanebike.com to apply for a return first, and explain the reason for the return and the product situation in detail.
• 2. If the application is approved, the customer service will send a return shipping label and return instructions. Consumers should send back the product according to the requirements. Packages sent back without prior return application will not be accepted, and the brand will not bear the shipping cost and the risk of package loss incurred by consumers themselves.

3. Refund Rules

(1) Refunds for Non-Quality Issues

• 1. Refunds for Unused Products
  • · Within 14 days of receipt: full refund, and the buyer bears the return shipping fee (Heybike models are $200, $280, $400 respectively).
  • · 15 - 30 days after receipt: full refund, the buyer bears the return shipping fee and pays a 20% (Heybike) .
• 2. Refunds for Used Products
  • · Within 30 days of receipt: full refund, the buyer bears the return shipping fee and 50% (Heybike) .

(2) Refunds for Quality Issues

• 1. Within 14 days of receipt: full refund, no return shipping fee and handling fee; or can be replaced with other e-bikes for free (Heybike). ADO can exchange or return defective products for free during this period; Engwe exchanges or returns defective products for free, but the $100 shipping fee is not refunded.
• 2. 14 - 30 days after receipt:Heybike handles it according to the specific situation; Engwe can return defective products but the $100 shipping fee is not refunded, and repair guidance is also acceptable. After 30 days, Heybike provides warranty services; ADO generally does not accept returns and can repair; Engwe does not accept returns and accepts repair guidance and requires video or picture records of the problem.

4. Exchange Rules

• · If it meets the return conditions and is within the exchangeable time period (generally the same as the return time), an exchange can be applied for. 
• · For exchanges due to quality issues, all brands generally handle them for free within the specified time (such as within 14 days); for exchanges due to non-quality issues, consumers may need to bear the shipping fee and other related costs (such as restocking fees).

5. Special Notes

• · If consumers arrange the return shipment by themselves, they need to ensure the safety and success of the shipment, choose the signature confirmation service and it is recommended to purchase shipping insurance. The brand will not be responsible for damage, loss, etc. during the transportation process.
• · For suspected quality problems, the brand has the right to ask consumers to provide photos, videos and other evidence for evaluation and handling. Refunds are generally returned through the original payment method and will be completed within a certain number of working days (3 - 10 working days) after the returned product is received and inspected and confirmed to meet the conditions. Consumers can check with the payment institution to understand the refund progress and contact the customer service in time if there are any problems.

6. Refund Time

• · Generally, we will refund the amount of money back to your account after receiving the returned products and confirming that there is no error, usually within 3-10 working days. 
• · If the buyer has not received the refund within the specified business days, please contact us at support@icanebike.com.