返金ポリシー
RANDRIDE -Return & Refund Policy
Thank you for choosing RANDRIDE. Electric bicycles are bulky items that involve assembly and electronic components. Please read the following policy carefully:
1.REPLACEMENT & RETURN
I. Cosmetic Damage / Shipping Damage (within 48 hours of delivery)
Since cosmetic issues (such as shell cracks, paint scratches, etc.) are time-sensitive and require timely documentation, please inspect the exterior of your vehicle immediately upon delivery.
If you discover any cosmetic damage, please contact our customer service within 48 hours of delivery, providing clear photos/videos of the outer packaging and the damaged areas.
Failure to report within this timeframe will be deemed as acceptance of the vehicle in satisfactory cosmetic condition, and no further claims regarding cosmetic issues will be accepted.
II. Functional / Quality Issues (within the warranty period)
If your vehicle experiences non-human-induced functional failures during use, including but not limited to: motor noise/malfunction, battery charging failure/range abnormality, controller failure, dashboard display errors, brake/transmission system issues, etc., you may contact our after-sales team at any time (within the warranty period).
After remote diagnosis and confirmation by our customer service, we will send you replacement parts free of charge or provide detailed repair guidance.
If the issue involves core components (battery, motor), we will arrange for a replacement based on the actual situation.
III. Return Policy
Our electric bicycles do not support returns for reasons other than quality-related issues. Returns requested due to personal preference (such as color, appearance, etc.), incorrect model selection, or wrong range version selection will not be accepted.
Vehicles that have been assembled, ridden, or have damaged outer packaging will also not be accepted for return.
IV. Important Reminder
For any after-sales or return requests, please be sure to contact customer service for authorization first. Unauthorized returns sent directly to our warehouse.
Non-replaceable items include, but are not limited to:
- All free accessories.
- Special orders.
For non-quality issues: customer may ask for product replacement or return after received it. A 25% processing fee will be applied. The shipping fee and shipping insurance costs incurred by the return of non-quality problems shall be borne by the customer.
To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.
Note: if a customer decided to arrange the return shipment by himself and the request has been confirmed by RANDRIDE’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. RANDRIDE will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
2.ORDER CANCELLATION & MODIFICATION
Before Shippment
Order Cancellation: If you cancel the order that was placed in 2 hours, the processing fee will not be charged. If you cancel your order more than 2 hours after placing the order, 10% of the order amount will be charged as the cost of（the order transaction handling fee, payment and refund handling fees). If you cancel an order that has entered the shipment process, 15% of the order amount will be charged as the cost of （the order transaction handling fee, payment and refund handling fees, plus ebike assembly and packaging, ebike parts procurement and shipping costs).
Change of Shipping Address: No charge fee.
Exchanges Item: No charge fee
After Shipping
Order Cancellation: If your order is shipped and cannot be modified, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.
Address Change: The shipping address cannot be changed for orders that have already been shipped
Exchanges Item: Exchanges cannot be processed for orders that have already been shipped.
Note：
1.Reshipping refers to the cost of reprocessing a returned parcel that has already been received and shipping it to a warehouse for storage, not the shipping fee caused by the return.
2.If it is not the return or exchange caused by the quality problem of ebike, buyer need to shall bear the shipping fee and shipping insurance costs caused by delivery and return.（The cost will be deducted from the order amount）
3.REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
We will refund within 3 to 6 business days after receiving your returned items.
After that, the refund time will depend on the payment method.
You will receive a refund notification via email. If you have not received a refund, please check your bank account again first.
Then contact your payment method company, it may take some time to officially release your refund.
Please see the details below:
-PayPal refunds can take up to 48 hours to be processed and displayed in your account.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
4. Return Shipping
To start a return, you can contact us at randrideebike@outlook.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return or refund question at randrideebike@outlook.com