EU CUSTOMERS
If products are purchased through an authorized retailer, the retailer's return policies must be followed and the product cannot be returned directly to ADOEBIKE.IT. All products, except for those on sale, purchased on the ADO Site are subject to the terms and conditions below.
Please read the following terms and conditions carefully before returning through.
(Mainland area only, dependent countries and islands are excluded from delivery)
TERMS AND CONDITIONS
All products purchased through our website must meet these conditions to be eligible for a return/exchange.
Unopened and unused merchandise (electric bikes only)
1. You may cancel your order if it has not left our warehouse, please contact our customer service department for an order cancellation. All unopened packages can be returned within 7 business days of purchase and are subject to a restocking fee of up to 15% upon delivery.
2. A restocking fee is charged due to the "free" shipping that ADOEBIKE.IToffers 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 for any reason, it is only fair that you cover the shipping costs for the product to be returned to us.
3. Refunded charges will be deducted from the total amount before the refund is made to your payment method.
Open merchandise (only electric bikes)
1. Opened merchandise can be returned within 3 business days of delivery, and all vehicles must be brand new and in the original packaging with plastic protectors.
2. This is enough time for you to find out if the bike arrives in good condition and every component works as it should. We have a 1 year warranty for the battery. Please refer to the warranty claims below.
3. Merchandise must be intact and in the original packaging and plastic protectors. A restocking fee of 20% will be applied to all opened merchandise.
RETURN FEE EXPLAINED
Any product (electric bicycles only) that is submitted for return or exchange can be made for a refund up to 80% (open packages) / 85% (unopened packages) to the original method of payment where the remaining 20% (open packages) / 15% (unopened packages) is used to cover shipping costs (From and To), transaction fees and any taxes incurred for the initial shipment of the product (varies by your country and location).
ACCEPTANCE OF RETURNS
Upon acceptance of your return, the customer is responsible for the following. If you do not meet any of the following criteria, a 20% restocking fee may still apply, regardless of whether the package is opened or unopened.
- Mud, dust and scratch free
All return/exchange requests are subject to approval if the bike appears battered and like it has been used through 5 soccer fields. Even if you are considering returning it, the product must be returned in its original condition, and not unprotected, dirty, and beyond repair. - Original package and protection
The customer is responsible for ensuring that the product arrives undamaged and in working order, unless reported prior to the return/exchange. Products returned in heavily used condition, with unreported damage, or without original packaging will be refused.
REJECTION OF RETURNS/EXCHANGES
ADOEBIKE.IT may choose to reject your return/exchange request if it does not meet the basic criteria mentioned above and the following:
1. International Orders
This return policy applies to UK EU orders only. At this time, international returns are not accepted. We kindly ask you to be careful when purchasing any of our products, as we will not be held responsible for upholding our stated return policy for international orders.
2. Accessories and spare parts
This return/replacement policy does not apply to smaller components such as additional accessories or purchased replacement parts.
If the accessory does not work upon arrival, ADOEBIKE.IT will be responsible for replacing a brand new accessory for you at no cost.
It is the customer's responsibility to ensure that the accessory/spare part purchased is compatible with your motorcycle.
ADOEBIKE.IT is not responsible if you buy a spare part for a motorcycle outside of what we sell.
Accessories and parts are not subject to returns or refunds.
If a return for accessories or parts was arranged by one of us, restocking fees will apply.
3. The condition of the product and/or packaging is poor.
4. No reasonable grounds for return/replacement.
5. This is a speed-related issue.
We advertise riding speed based on the standard test requirements of a 165 pound person, e-bikes are objects that are ridden, speed varies depending on the weight of the user, road conditions.
6. No prior acceptance and approval for return/exchange.
Without contacting us before sending back the unit in order to resolve any product related issues, we reserve the right to reject the package and refuse the return/exchange.
7. The product has been used for competition, rental or commercial purposes.
8. Renewed or discounted.
Any product that goes through the warehouse sale or is refurbished is sold at incredibly low prices.
And while there is a warranty for all important components on your reconditioned bike, we do not accept after-use returns on reconditioned units.
EXCEPTIONS
ADOEBIKE.IT works very hard to ensure that you receive your products with the best quality. We want to be responsible and fair to you as well. Here are some exceptions that there may be no fee incurred to you if you choose to apply for a return/exchange.
1. Items damaged during transport
(1) Although we take every reasonable precaution to ensure that products are well packaged, damage may occur during shipment from our warehouse to your destination.
(2) Box Damage: Shipping large items across the country may incur some scratches around the box, which is normal for all shipping companies. The purpose of the box is to ensure that the unit inside is well protected. If your products are damaged in transit:
Refuse delivery and have the driver note the reason for refusal as "damaged".
If you are unable to refuse the damaged shipment or if shipping damage is hidden, please notify us and the shipping company immediately.
Damage to the shipment must be reported to the shipping company and to us within 7 days of receipt of the shipment.
Take photos of the damage and ask the transportation company for confirmation or a claim number.
Open a support ticket with ADOEBIKE.IT describing the damage, including photos, video and confirmation number of the transport company. Do not throw away the original packaging.
2. Return of products for warranty claims
Your ADO product (purchased on the website or through an authorized dealer) has a 1-year limited warranty that covers parts due to manufacturing defects.
If a manufacturer's defect occurs during the warranty period, ADOEBIKE.IT will cover the costs for the returned unit to be shipped to us for repairs.
3. Exchange: Sending a replacement unit after the return of the returned unit
We are more than willing to ship the replacement bike as quickly as possible once the returned unit comes back to us. However, please understand that the process will take some time. If you are at our physical ADOEBIKE.IT, we are more than willing to expedite the process almost instantly. Shipping takes time and we have no control over transit time.
EASY STEP RETURN/EXCHANGE PROCESS
Step 1: Request a return/exchange.
Step 2: Make sure you have met all return request criteria and upload all necessary documents and images.
Step 3: After confirmation, ship the product to us.
Pack the product in the original packaging and wrapping to ensure that the product is returned undamaged. It is the customer's responsibility to ensure that the product does not arrive damaged.
Once the products have been received and verified, you will receive a confirmation email with details of your refund/exchange. We will process your refund/exchange or ADOEBIKE.IT credit within 5 business days.
*Please note that application does not mean approval. ADOEBIKE.IT reserves the right to deny any application if there is any reason to do so.
*Please also note that products purchased through an authorized retailer must follow the retailer's return policies and cannot be returned to ADOEBIKE.IT directly.*.
RETURNS AND EXCHANGES - EXPLAINED
At the expense of convenience and customer satisfaction, we offer free shipping on orders of our products.
However, shipping is actually not free, ADOEBIKE.IT absorbs the shipping costs and pays them on your behalf. This means we take returns very seriously. 1 trip shipping of an electric bike (a battery powered product), will cost up to $150 per trip.
Also, we do not sell returned products. There is a lot of work involved in a returned product, we have to inspect the entire returned bike inside and out. This does not even include the cost of handling, repairing or servicing all of these issues.
We will not charge you for all of these additional fees because our goal is to provide top-notch customer service and support. To keep it fair to you and to us, all we ask is that you cover any third party costs incurred such as shipping and taxes. (If you choose to do a return/exchange)
Please be fair to us. We are just human beings working behind the scenes and all day long. We sincerely try to do a good job serving every motorcyclist. Your satisfaction and trust are extremely important to us.
How will I receive my refund?
We will make the refund using the same payment method you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any expenses as a result of the refund, except as described above.
