If the products are purchased through an authorized retailer, the return policies of the retailer shall be followed and the product cannot be returned to adoebike.com directly. All products, except those on clearance, purchased on the ADO Website are subject to the terms and conditions below.
Please read the below terms and conditions thoroughly before returning through.
TERMS AND CONDITIONS
All products purchased through our website must fulfill these conditions in order to be entitled to a return/exchange.
1.Unopened & Unused Merchandise (Electric Bikes Only)
You can cancel your order if it hasn’t left our warehouse, get in touch with our customer service for an order cancellation. All unopened packages may be returned within 7 business days of purchase.A restocking fee is charged due to the “Free” shipping offers to our customers. While you are seeing that it is “free shipping”, ADO actually covers the shipping costs for your purchase. Should you change your mind after a successful delivery due to any reason, it is only fair that you should cover the delivery fees for the product to be returned to us.
2.Opened Merchandise (Electric Bikes Only)
Opened items can be returned within 3 business days of delivery, and all vehicles must be brand new, with no visible signs of use, and in their original packaging with a protective plastic wrap.This is enough time for you to see if the bike is in good shape and if every component is working properly. We provide 1 year warranty for the battery. See Warranty Claims below.Merchandise must be undamaged and in its original packaging and relevant protective packaging. For your personal reasons, non-product quality problems return, you need to bear the return cost.
3. Product has been opened and the product has quality problems or malfunctions (for electric bicycles only)
When you receive the goods and open the package, if you find that the product is incomplete, such as some parts are missing or damaged, please contact the customer service staff of adoebike.com in time, and we will re-send the parts for free as soon as possible;When you receive the goods for a test ride, if you find that the product is faulty, such as the instrument cannot be turned on, the motor does not work, etc., please send an email to our after-sales email [email protected] in time, and professional technicians will solve the problem for you;If the problem is complicated and cannot be solved, we will arrange logistics personnel to pick up the product and send it to the German after-sales service center for maintenance, and the product will be delivered to you in time if there is no problem; or we will arrange logistics personnel to pick up the problem product and send it to the warehouse, and Reissue new products to you in time, you do not need to bear any shipping costs;
About accepting returns
After accepting your return, the customer is responsible for the following. If any of the criteria below are not met, a 20% restocking fee may still apply regardless of whether the package is opened or not.
Free from mud, dust and scratchesApproval is required for all returns/exchange requests if the bike appears to be worn out with significant signs of use. Even if you consider returning it to us, the product must be returned to us in its original condition and not unprotected, soiled and beyond repair.Original packaging and protectionUnless reported prior to return/exchange, it is the customer’s responsibility to ensure that the product is in perfect condition and in working condition. Products returned with heavy use, unreported damage, or without original packaging will be rejected.
adoebike.com can choose to refuse your return/exchange request if it fails to meet the basic criteria mentioned above as well as the following:
This return policy applies to UK /EU orders only. At this time, international returns are not accepted. We kindly ask that you are mindful when purchasing any of our products, as we will not be held responsible for upholding our stated return policy for international orders.Accessories and Spare Parts1. This return/exchange policy does not apply to smaller components like additional accessories or spare parts purchased.2. If the accessory is not working upon arrival, we will be responsible to replace a brand new accessory for you at no cost.3. It is the customer’s responsibility to make sure that the accessory/spare part purchase is compatible with your bike.4. adoebike.com is not responsible if you purchase a spare part for a bike outside of what we sell.5. Accessories and spare parts are not subjected to any returns and refunds.If a return for accessories or spare parts has been arranged by one of us, restocking fees will apply.6. Conditions of the product and/or packaging are poor.7. No reasonable cause for return/exchange.
It is a speed-related issue.
We advertise the riding speed based on the standard testing requirements of a 165-lbs person, electric bikesare items that are ridden on, speed varies among user’s weight, road conditions.
No prior acceptance and approval for the return/exchange.
Without contacting us prior to sending back the unit in order to resolve any product-related issues, adoebike.com reserves the right to reject the package and refuse the return/exchange.
Step Easy Return/Exchange Process
Step1: Contact the website customer service to apply for return/exchange.
Step 2: Make sure you meet all return request criteria and upload all necessary documents and images.
Step 3: After confirmation, send the product back to us and contact the website customer service to inform the tracking number of the returned package.
Pack the product in its original packaging and packaging to ensure the product is returned undamaged.
It is the customer’s responsibility to ensure that the product arrives without damage.
Once the product is received and verified, our customer service representative will contact you and we will process a refund/exchange or store credit within 5 business days.
*Please note that application does not imply approval. adoebike.com reserves the right to reject any application. **Please also note that products purchased through authorized retailers must follow the retailer’s return policy and cannot be returned directly to adoebike.com. *
RETURNS & EXCHANGES – EXPLAINED
At the expense of convenience and providing customer satisfaction, we offer free shipping for orders of our products.
However, shipping is actually not free, adoebike.com absorbs the shipping fee and pays for it on your behalf. That means we take returns very seriously. 1 shipping trip of an electric bike (a battery product), will cost upwards of $150 per trip.
On top of that, we do not sell returned products. There is intense labor involved in a returned product, we have to inspect the entire returned bike in and out. This is not even including of handling, repair, or service fees for all of these troubles.
We will not charge you all these additional fees as we aim to provide top-notch customer service and support. To keep it fair for you as well as us, all we ask is for you to cover the 3rd party costs incurred such as shipping and taxes. (Should you choose to do a return/exchange)
Please be fair to us. We are just humans working behind the scenes and around the clock. We genuinely try to do a good job serving every rider. Your satisfaction and trust are extremely important to us.
How Will I Receive My Reimbursement?
We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement except as described above.