Return & Refund Policy

RANDRIDE -Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@randridebikes.com / randridebikes@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

1.FREE REPLACEMENT & RETURN

Free replacement: please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

In rare instances, the item may be damaged during transportation as received. If damage occurs due to shipping, please contact randridebikes@gmail.com and provide us with photos or videos proof for critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the free replacement.

In rare instances, the ebike part is incorrectly configured, please contact randridebikes@gmail.com and we will immediately arrange to send a correctly configured ebike part as a replacement for free and you can keep the original ebike part for free. In this case, returns are not supported.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal or special，and will not apply to the free replacement or return policy:

  1. A) Minor damage to the outer packaging.
  2. B) Minor scratches or paint loss on the product.
  3. C) Damage to parts or wearing parts after excessive use.
  4. D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
  5. E) Fault or damage caused by unauthorized assembly, disassembly, modification or repair.

    Non-replaceable items include, but are not limited to:

    • All free accessories.
    • Accessories without quality issues.
    • Special discount orders.

     

    For non-quality issues: customer may ask for product replacement or return within 30 days after received it. A 25% processing fee will be applied. The shipping fee and shipping insurance costs incurred by the return of non-quality problems shall be borne by the customer. RANDRIDE will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

     

    To be eligible for a replacement or return, 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.

     

    Note: if a customer decided to arrange the return shipment by himself and the request has been confirmed by RANDRIDE’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. RANDRIDE will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

     

    Non-returnable items include, but are not limited to:

    • All free accessories.
    • Accessories without quality issues.
    • Special discount orders.

                                

    2.ORDER CANCELLATION & MODIFICATION

    Before Shippment

    Order Cancellation: If you cancel the order that was placed in 2 hours, the processing fee will not be charged. If you cancel your order more than 2 hours after placing the order, 10% of the order amount will be charged as the cost of（the order transaction handling fee, payment and refund handling fees). If you cancel an order that has entered the shipment process, 15% of the order amount will be charged as the cost of （the order transaction handling fee, payment and refund handling fees, plus ebike assembly and packaging, ebike parts procurement and shipping costs).

    Change of Shipping Address: No charge fee.

    Exchanges Item: No charge fee

    After Shipping

    Order Cancellation: If your order is shipped and cannot be modified, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.

    Change of Address: If you successfully change your address, $50 will be charged as a processing fee. If you fail to change your address, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.

    Exchanges Item: If you successfully exchange the item, $50 will be charged as a processing fee. If you fail to change, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.

    Note：

    1.Reshipping refers to the cost of reprocessing a returned parcel that has already been received and shipping it to a warehouse for storage, not the shipping fee caused by the return.

    2.If it is not the return or exchange caused by the quality problem of ebike, buyer need to shall bear the shipping fee and shipping insurance costs caused by delivery and return.（The cost will be deducted from the order amount）

     

    3.REFUNDS


    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

    We will refund within 3 to 6 business days after receiving your returned items.
    After that, the refund time will depend on the payment method.
    You will receive a refund notification via email. If you have not received a refund, please check your bank account again first.
    Then contact your payment method company, it may take some time to officially release your refund.

    Please see the details below:
    -PayPal refunds can take up to 48 hours to be processed and displayed in your account.
    -Google Pay, Shop Pay, Apple Pay refunds will take 1-5 business days to complete the refund.
    -Visa, MasterCard or American Express Credit card refund takes 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

    Please remember it can take some time for your bank or credit card company to process and post the refund too.

    4. Return Shipping

    To start a return, you can contact us at support@randridebikes.com / randridebikes@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    To return your product, you should mail your product to our point address.

    The shipping method can choose UPS, FedEx, DHL.

    Return address: FLAT B6, 1/F, MANNING IND, BUILDING, 116-118 HOW MING STREET, KWUN TONG, HONG KONG

    Consignee name : Smith
    Contact phone number: 13553746564

    You can always contact us for any return or refund question at support@randridebikes.com / randridebikes@gmail.com.