For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
Any ebike order cancellation before shipment will be charged an 8% process fee, and customers can only get a 92% refund of the total order price.
Any ebike order change such as change of address or exchange for items after shipment will be charged €80 as a change fee.( As the address can't be changed on the road, we have to return the package and reship it, in order for you to receive your package faster, we do not recommend that you change your address).
All cancellations need to be done by email to the DYU service department. The customers cannot cancel the order by phone. The customers will receive a notification email after the order has been canceled successfully. Otherwise, the cancellation of the order was unsuccessful.
For non-quality issues, no replacement are possible after 14 days of receiving the product.
To be eligible for a replacement, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.
For the request of model replacement in 14 days of receiving the product, you will be responsible for paying for shipping both ways, which is €300 in total (shipping cost of returning the received model: €150, shipping cost of delivering the new model: €150). After 14 days, bikes are not allowed to be replaced under any conditions.
Ebikes from DYU are under FREE returns within 14 days of delivery. To return an ebike that is not defective or damaged, please contact the customer service team(CST) within 14 days. We do not provide product returns service after 14 days, as same as refund.
Free returns within fourteen (14) days of delivery. To return an ebike that is not defective or damaged, you must contact DYU within fourteen (14) days of your receipt of the ebike. The ebike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it and must include all items that were inside the box (charger, keys, hardware, etc.). You must receive prior authorization and a prepaid return shipping label from DYU. Any warranty issues must be resolved prior to processing a return. Returns are not allowed after fourteen (14) days of the delivery date.
Before a return is sent, the customer must have written approval of said return from DYU. If a customer sends a return without the written consent of DYU, a refund will not be issued and the customer will have to pay for shipping to get the item returned, or sacrifice the item.
For returns agreed by DYU, please ship the bike after receiving the notification and shipping label provided by DYU. Or for the other option, If you decide to ship the bike by yourself, please do send us a notification with the tracking number after shipping any items for return. Once we received the item, we will either replace the item or give you a refund. This will be issued in 2 days.
For ebike that has been delivered for more than 14 days or used for more than 10 miles, if there is any problem, we do not accept returns anymore, only repairs and replacements are allowed.
If non-returnable items are returned without authorization from our customer service team, they will be returned to the customer immediately and the customer will be notified. Restocking fees may apply to unauthorized returns.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
Fashionable wear (hats, etc) All accessories Special orders
Gift cards and gifted orders Used items except in EXTREME cases of breakage/malfunction
LATE OR MISSING REFUNDS
If you haven’t received a refund after 2 days of approval, please check your bank account again and contact your credit card company/bank as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at firstname.lastname@example.org.