1. Dead on Arrival (DOA)

If your product arrives damaged or non-functional (DOA), please contact our Customer Service within 14 days of receiving your order. For a swift resolution, provide the following:

• Outer Packaging Damage: If the packaging is broken or deformed, immediately file a claim with the courier and obtain a paper proof with a stamp. Send us photos of the package/items, detailed issue description, the paper proof, and the case number.
• Intact Packaging, Non-Working Item: Send us photos of the package/items and a detailed description of the issue.

After verification, we will offer a replacement or a full refund, based on your preference.

2. Missing, Wrong, or Incorrect Items

Please inspect the contents and weight of your parcel before signing for it. If there are missing items, wrong items, or an incorrect package, contact our Customer Service within 14 days with:

• Your order number and product code (SKU).
• Clear photos of the outer packaging, shipping label, package weight, and received items.

If the issue is due to our error, we will cover the return shipping costs and provide a replacement or refund. If the return is due to customer error, you are responsible for the return shipping fee, based on the courier service you choose.

3. 14-Day Disliked Item Return

If you are not satisfied with your purchase and the product is in brand-new condition, you may return it within 14 days of delivery for a refund (excluding shipping fees) or a replacement. You are responsible for the return shipping costs. Note: We do not accept returns for reasons such as inability to register the bike/scooter, requirement of a driver’s license, or illegality in your region per EU laws.

4. 1-Year Limited Warranty

Products from Hidoes, iENYRID, and SAMEBIKE come with a 1-year limited warranty for the bike/scooter and a 6-month warranty for the battery, starting from the delivery date. Warranty covers manufacturing defects but excludes:

• Damage due to misuse, accidents, or unauthorized repairs.
• Motherboard, battery, and screen repairs (additional fees apply).
• Natural wear and tear or damage during use.

You are responsible for return shipping costs, while we cover the cost of shipping the repaired item back to you. Damage caused by artificial factors voids the warranty, but you may return the item at your cost for paid repairs.

5. Warranty Exemptions

The warranty is void if you:

• Open the device to attempt repairs.
• Modify, remove, or swap parts.
• Use the device improperly or continue using it after a fault occurs, causing further damage.
• Fail to contact us when the issue first arises.

In such cases, no compensation is provided, but you may purchase replacement parts at your expense.

6. How to Request a Warranty (Return, Repair, or Refund)

To request warranty service, submit a ticket to our Customer Service at support@buyebike.shop with:

• A detailed description of the issue: What happened? When? How? Include your order number and SKU.
• Steps you’ve taken to resolve the issue.
• Clear photos or videos (via WeTransfer) showing the defect, taken in good lighting.

Our team will respond with a solution as soon as possible. All returns must be authorized by our Support Team with an RMA form. Unauthorized returns, incorrect items, or empty packages will not be compensated.

7. Return Conditions

All returns must be in the original packaging. Returns without original packaging will incur a $200 fee or be rejected. You are responsible for return shipping fees (except in 14-day DOA cases) and any customs charges, duties, or tariffs, which will be deducted from your refund. We ship replacements via Flat Rate Shipping; faster shipping methods are available at an additional cost.

8. Local Maintenance and Replacement Parts

Due to high return shipping costs, we recommend local repairs under our guidance. You may open the device for photos/videos to diagnose the issue without voiding the warranty. If a local repair shop is available, provide us with a quotation; we will cover repair costs if they are less than 20% of the product price and below €100 in total. For heavy items, we offer parts replacement or technical support instead of full returns.

9. Processing Times

Upon receiving your returned item:

• Exchanges: 2-7 business days, depending on stock availability.
• Refunds: 3-6 business days to process, with Stripe refunds taking up to 7-14 business days to appear in your account.
• Repairs: 15-30 business days, depending on spare parts availability.

Note: Once repair parts are sent, cancellations, returns, or refunds are not supported.

10. Refurbished Products

Refurbished products are sold at a discounted price and do not include after-sales service, warranty, returns, or refunds. If repairs or parts are needed, you are responsible for purchasing them at your expense. By purchasing a refurbished product, you agree to these terms.

11. Contact Us

For any refund or warranty inquiries, contact our Customer Service at support@buyebike.shop