Warranty & Support

Electric Bicycle Return & After-Sales Service Policy

1. Scope of Application

  • Applicable Products: Electric bicycles
  • Distribution Regions: Europe, Asia, United States, and other regions

2. Core Return Principles

  • No Unreasoned Returns: Returns are only accepted for verified quality issues.
  • Quality-Related Returns: Eligible if:
    • Defect is identified within 7 days of receipt.
    • Issue cannot be resolved by replacement parts.
    • Pre-approved by our after-sales team.

3. Quality Issue Return Process
① Request & Validation:

  • Submit defect evidence (photos/videos) within 7 days.
  • Await our quality confirmation.

② Pre-Return Preparation:

  • Thoroughly clean the bicycle (frame, handlebars, wheels, covers).
  • Photograph cleaned product (unclean items reduce refunds).
  • Repackage identically to original shipment (include all accessories/manuals).
  • Cover original shipping label with new return label.
  • Take 6-sided box photos showing label placement.

③ Shipping Methods:

  • Self-Dropoff: Ship within 7 working days of label receipt. Provide shipping proof.
    → Late shipments void refund eligibility.
  • Scheduled Pickup: Arrange pickup within 7 working days of approval. Provide proof.
    → Unshipped items after deadline forfeit refund.

④ Post-Return:

  • Retain signed courier receipt (Return Form Page 2).
  • Submit photo of receipt for claim protection.

4. Lost Packages & Refunds

  • Lost Package Claim: Trigger if package not delivered within 21 days.
  • Claim Process:
    • Takes 7-8 months; success rate ~50%.
  • Refund Timeline: Processed within ~1 month after claim validation.

5. Warranty Terms

  • Non-Quality Issues (e.g., minor scratches):
    • Treated as unreasoned return → Customer bears all costs.
    • Refund adjusted based on resale condition.
  • Warranty Parts Replacement:
    • Free parts for manufacturing defects.
    • Customer pays shipping/repair fees.
  • Component Warranty Periods:
PartWarranty Duration
Motor12 months
Battery12 months
Controller12 months
Charger12 months
Front Light3 months
Tail Light3 months
Brake Light3 months

6. Critical Notes

  • Defect Reporting: Report part defects within 7 days of delivery for free replacement. Late reports require self-purchase.
  • Refund Impact: Refund amount depends on item’s cleanliness, completeness, and packaging.
  • Deadline Compliance: Failure to meet timelines voids return eligibility.

Easyway Custom Product Policy
Subject to contractual terms

  1. Returns & Service:
    • No unreasoned returns due to customized nature.
    • 12-month warranty for manufacturing defects.
    • Solutions: Part replacement/repair (mutually agreed).
  2. Customization Terms:
    • Contracts must specify:
      • Design requirements
      • Minimum Order Quantity (MOQ)
      • Production/delivery timelines
      • Liability/after-sales clauses
  3. Priority Support:
    • Dedicated service channel for Easyway clients.