Return & Refund Policy

At FinBike, we are committed to ensuring your satisfaction with every purchase. If you are not completely satisfied, we offer the following options for returns and refunds. Please read the policies carefully to understand the conditions.

Order Cancellation:

• Before Shipping: Orders can be fully refunded if canceled before they are shipped.
• After Shipping: If the order has been shipped but not yet delivered, customers can simply refuse the package upon delivery. In this case, a 10% return fee will be charged. If the package has already been delivered, it will be treated as a return. Please refer to our return policy below for further instructions.

Please contact our customer service within 24 hours of placing your order to cancel it, as additional fees will apply after shipping.

 

Return and Refund Instructions 

Please note: Accessories cannot be returned for non-quality issues.

Returning Unused Products within 14 Days (Non-Quality Issues):

• You may return an unused e-bike within 14 days of receiving it. A 10% return fee will be deducted from the refund for returns due to non-quality issues. The product must be in its original packaging and in unused condition to qualify for this return.
• Return shipping costs for non-quality issues are the responsibility of the customer 

Returning Used Products within 30 Days (Non-Quality Issues):

• For products that have been used but returned within 30 days, we accept returns for non-quality issues under the following conditions:
  • A return fee of 15% will be charged depending on the condition and usage of the product.
  • The total mileage must not exceed 5 km to qualify for a return.
  • Return shipping costs for non-quality issues are the responsibility of the customer.

No Returns After 30 Days (Non-Quality Issues):

• We do not accept returns or exchanges for non-quality issues after 30 days from the date of receipt. Requests made after this period will not be processed.

Returns Due to Quality Issues (Within 30 Days):

• For products with quality issues that arise within 30 days of receipt, we offer free returns and exchanges. Please follow these steps:
  1. Contact our customer service team with details of the issue (photo/video) to obtain authorization for the return or exchange.
  2. Once the issue is confirmed and the return is approved, we will cover the return shipping and replacement costs.
  3. Products must be returned in their original packaging, including all accessories and documentation.

 

Returns Due to Quality Issues (After 30 Days):

• For quality issues that arise after 30 days but within the warranty period, we do not offer return or exchange services. However, you may take advantage of our 2-year warranty, which covers repair services or parts replacement. We will cover the shipping costs for sending replacement parts or repair services during the warranty period. Please refer to our warranty terms for more information. 
• Please note that accessories purchased separately are not covered under the warranty and cannot be returned after the 30-day quality return period.

How to Initiate a Return: To start a return or exchange, please follow these steps:

1. Contact customer service at support@finbike.com with your order number and details about the return request. For quality issues, images and videos for confirmation are required.
2. After approval, you will receive a Return Merchandise Authorization (RMA) number and instructions on how to ship the product back to us.

Once the returned product is received and inspected, we will process the refund or exchange according to the product conditions and policies.

Processing Refunds:

• Refunds will be issued to the original payment method used for the purchase.
• Please allow 5-10 business days for the refund to be processed after the returned product is received and inspected.
• Any return fees or shipping costs will be deducted from the refund amount.

 

Additional Notes:

• Accessories cannot be returned for non-quality issues. For quality issues, we will arrange a replacement or partial refund.
• For returns or exchanges due to quality issues, customers must first contact our customer service team to verify the problem with images and videos. Returns or exchanges will only be arranged after the issue is confirmed.
• All return or exchange requests must be made within 30 days of receipt. Returns for non-quality issues incur additional costs, so please make your decision carefully.
• Any return fees or shipping costs will be deducted from the refund amount.

If you have any questions or need further assistance, please contact us at:

• Email: support@finbike.com
• Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (Closed on weekends and holidays)