ADO Return & Exchange Policy

Terms & Conditions

All products purchased through ADO’ s official online store need to meet these conditions to be eligible for return/exchange

(I) Undelivered Orders: Cancellation & Refusal Rules

1.1 Order Not Shipped

Customers may send an email to official@adoebike.com to request cancellation. No fees will be incurred, and a full refund will be issued to the original payment method.

1.2 Order Shipped, Delivery Refused, and Package Returned

If an order is cancelled after shipment (including refusal of delivery and return to sender), the return shipping cost shall be borne by the customer.

ADO will provide a return shipping label, and the designated carrier will collect the return package. Customers may also choose to return the item themselves.

Please Notice:

If the customer arranges return shipping independently after the ADO customer service team confirms the request, the customer shall be responsible for safe transit and successful return. Signature confirmation service is mandatory for return shipments, and we strongly recommend purchasing additional shipping insurance for returned parcels. ADO shall not be held responsible for any damage, loss, or other incidents occurring during return shipping arranged by the customer.

The customer is required to send an email to the ADO customer service team to notify us of the order cancellation. Once the cancellation request is approved, ADO will send a cancellation confirmation email to the customer. The customer shall not send a return package to ADO without prior notification. ADO will refuse all shipments that have not been arranged in advance, and the customer will bear any associated costs or losses.

(II) Order Modifications Before Delivery

For orders that have not yet been received, customers may contact customer service to modify the delivery address. Once the product has been received, order information cannot be modified. If the customer wishes to change to a different model, a new order needs to be placed and the original product returned. The return process shall comply with all provisions of this policy:

If the actual paid amount of the new order ≥ the original order: All service fees will be waived, and the customer will only bear the return shipping cost；

If the actual paid amount of the new order < the original order: A 10% service fee will be charged on the price difference, and the customer will bear the return shipping cost;

All order change returns are required to be approved by email in advance. Unapproved returns will be refused by the warehouse.

(III) Returns and Exchanges After Receipt

3.1 Returns for Non-Quality Issues

l Within 14 calendar days upon delivery – 14-day cooling-off period return

Eligibility requirements: Total mileage ≤ 10 miles, no scratches, dents, or paint peeling, complete original packaging including the frame, battery, charger, tools, and manual. Only static testing and short test rides are permitted. No structural deformation, modifications, or water damage;

Fee rules: The customer shall bear the round-trip shipping costs;

Non-returnable conditions: Missing original factory outer packaging; missing core accessories such as the battery or charger; frame impact deformation, unauthorized wiring modifications, water ingress; application exceeds 14 days.

l 14 to 30 days after delivery – Returns due to personal preferences

Customers applying for full product returns for personal reasons concluding unsuitable size will be subject to tiered depreciation fees based on usage conditions: 

3.2 Returns and Exchanges for Quality Issues

l Severe functional failures / shipping damage within 14 days of receipt

Judgement criteria: Frame deformation, factory defects in motor/controller/battery/torque sensor, shipping impact damage that directly affects normal riding. The fault can be reproduced on site, with no signs of unauthorized modifications, water damage, or crash impact;

Resolution：Free replacement with a new product or full refund. ADO will bear all round-trip shipping costs and will not charge any depreciation or service fees;

Please Note:  The following situations are considered normal and are not covered under the free replacement or refund policy:

A) Minor damage to the outer packaging.

B) Minor scratches or paint peeling on the product.

C) Damage to parts or wear parts after excessive use.

D) Damage to parts or wear parts after a certain period or number of uses.

l Faults occurring within 14–30 days of receipt

Priority solution: Free repair and free replacement of faulty parts, with ADO bearing both-way shipping costs;

If the customer insists on returning the product: The product has already incurred wear from use and cannot be resold as a brand-new product after return. ADO will bear the full round-trip shipping costs but will charge a 15% product usage depreciation fee.

l Faults occurring more than 30 days after receipt

The case will enter the 2-year statutory warranty period. Only free repair or replacement of faulty parts will be provided. Full product returns or exchanges are not supported. Repairs for man-made damage will be at the customer's own expense.

3.3 Mandatory Uniform Outer Packaging Requirements

All returned products are required to be accompanied by the complete original factory shipping carton. If the original outer packaging is missing, resulting in transport damage or inability to resell, the warehouse has the right to refuse acceptance or deduct packaging-related costs.

 (IV) Return Process

1. Return Request：Please contact support@adoebike.com to request a return, and include videos and photos of all packaging and items.

2. Request Review: After-sales team will review the return request based on the customer's order details and product condition videos/photos, and provide a return address.

3. Return Shipment:  After approval, ADO will provide a return shipping label and the designated carrier will collect the return package. Customers may also choose to return the item themselves.

4. Warehouse Inspection: The warehouse will complete a full inspection of the product within 3 business days of receipt, including checking the frame number, verifying all accessories, reading the mileage, reproducing faults, and inspecting for modifications, water damage, or impact marks. An inspection report will be issued.

5. Refund Processing: After the warehouse confirms that the return meets the conditions, a full refund will be issued to the customer's original payment account within 7 calendar days. If the refund does not appear after 7 business days, the customer may contact their issuing bank to check the transfer status. If no refund is received after 10 business days, the customer may email after-sales support for follow-up.