Unfortunately, If you have to cancel or return your order, we’re here to help! Generally, we accept exchange, return or refund applications within 14 days (not used)from the date the item is delivered (subject to the order tracking record).
Cancel or Return
| Order Status | Requirements | Refund Amount |
|---|---|---|
| Cancel orders (before dispatch) | Apply within 48 hours or check with the service | 100% order amount if pay via paypal gateway
94% order amount if pay via credit card or klarna |
| Dispatched but not signed (wrong shipping address or nobody signs) |
The package was returned to our warehouse and passed quality inspection. | 70% of the order amount |
| Delivered |
|
70% of the order amount
Note: Customer is responsible for all freight charges.” |
1, No returns after 14 days of receiving your order.
2, No returns of the assembled product.
3, Customer pays shipping both ways (Original shipping cost is withheld from refund).
4, Subject to up to a 25% restocking fee (this is withheld from refund).
5, If Ebikes/Bikes that have been Registered in the Buyer’s Name officially CAN NOT be returned.
6, No returns for small scratches or dirt, except in EXTREME cases of Breakage/Malfunction
7, Returned items for a replacement or refund must be unopend、unassembled, and in the original packaging. ( products that were damaged due to improper handling/shipping will be deducted from your cost based on the damaged situation of products. ）
NOTE: Repair the bike yourself without the CMacewheel’s approval, the return process mentioned on the RETURN & REFUND POLICY page is not available for you.
Damaged report
If your bike arrived Damaged, please report it to us immediately, the faster the better, and take photos and video for recording. importantly, please sign on UPS/DPD bill said damaged signed.
If small parts are damaged, we will cover them as per warranty rules. If it is damaged at all. We will get an exchange for you.
Note:
| Warranty parts | Parts | Warranty time | Service Content
(we send new replacement parts, but do not pay for the replace fees, all of parts can be replaced easily by yourself) |
| Electronics | Battery | 6months | Non-artificial damage within six months from the date of receipt can be replaced once for free; the buyer shall bear battery costs + logistics costs beyond half a year |
| Motor | 12months | Non-man-made damage within twelve months from the date of receipt, it can be repaired once for free; Buyer shall bear the motor cost + logistics cost if the time is exceeded | |
| Instrument\controller\charger | 12months | Non-man-made damage within twelve months from the date of receipt, can be replaced once for free, and the Buyer shall bear the cost of accessories + logistics after the time is exceeded (the controller is not covered by water, and the bicycle cannot be driven above moderate rain.) | |
| Booster\switch\acceleration handle\front light/brakes | 1month | Non-artificial damage within three months from the date of receipt can be replaced once free of charge; the dealer shall bear the cost of accessories + logistics fee if the time is exceeded | |
| Others | Front fork | 12months | Non-man-made damages within 12 months from the date of receipt, such as self-cracking, desoldering, or fracture, can be replaced for free; the buyer shall bear the cost of accessories + logistics cost if the time is exceeded |
| Tire | On the day of receipt, please check whether the tires are unusable, such as air leaks, and cannot be replaced for free after the expiry date (sharp objects punctured are not covered by the warranty) | ||
| Variable speed system\foot pedal\parking rack, all small accessories | 1 month | Non-man-made damage can be renewed free of charge within 1 month from the date of receipt; Buyer shall bear the cost of accessories + logistics fee if the time is exceeded | |
| 1、During the warranty period, we will bear the cost of accessories and logistics, and the buyer will bear the cost of accessories and shipping logistics beyond the warranty period. | |||
| 2、For all fault issues, the buyer shall provide problem pictures/problem videos/chat records to let us know what’s the problem details, or we have the right to refuse the warranty. | |||
| 3、For bicycles that require after-sales service, you must provide a QR code of the body, a picture of the cargo mark, a transport order number, and a screenshot of the chat history. The date of receipt displayed on the logistics website shall prevail. | |||
| 4. Damage caused during transportation: please send me the pictures and video as soon as you receive it, we will handle it for you. Any parts are damaged, we will send new parts to you immediately. | |||
| 5、We don’t accept the return for any reason after signing. | |||
| 6、When buyers sign for accessories, pls take pictures in time if find any abnormalities. | |||
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
1.Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s).
2 if the product is returned for customer reasons (including non-satisfaction, wrong size, change of mind), the customer is responsible for the shipping fee. In all return situations, the customer must provide the tracking number.
3.Customers must contact us before returning an item. Returned items without Return Merchandise Authorization (RMA) will not be accepted. For incomplete warranty requests,Cmacewheel reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA Form), sends to the wrong address, returns an incorrect item, or submits an empty package,Cmacewheel reserves the right to refuse any compensation.
4. For No Reason Return, customer should bear the return shipping fee. Besides, you need to ensure that the product package is intact and all accessories are complete and unused. If you do not want to pay high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones.
5. Customers must return the item by the shipping method specified by Cmacewheel.