Refund ＆ Return Policy
RETURN
To help you enjoy shopping at eskute.net, we provide a return and refund policy as follows:
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
Returns are not allowed after 7 days of the delivery date.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, it must include all items that were inside the box (charger, keys, hardware, etc.), and be in its original packaging. You’ll also need the original proof of purchase.
Damages and issues
Please inspect your order upon 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.
To start a return, you can contact us at info@eskute.net. 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. eskute.net is not responsible for the shipping cost of the package returned by the customers themselves.
You can always contact us for any return question at info@eskute.net.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
1. Product from Unauthorized Reseller
2. The damage is caused by human
3. Special order
4. Lost bicycles
5. Giveaways or free items
6. Online sale accessories
7. Self-purchased accessories not damaged upon arrival (self-purchased accessories have no warranty period; only returnable and replaceable if damaged upon arrival; no liability for costs such as return/replacement due to mismatched/inappropriate models)
8. Products with inconsistent or altered invoices, warranty cards, models, or serial numbers
RETURN & REFUND
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Refund Terms |
Quality issues |
Accept full refund & partial refund with eskute.net |
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Remorse |
1. Only eligible for refund/exchange within 7 days. 2. Product must be unused, uninstalled, with complete original packaging and accessories (no signs of use). 3. Customer bears all logistics costs (both return and resend fees if exchanging). |
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The package cannot be delivered or lost in transit |
Provide cusomer free resend or full refund |
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The customer cancels the order before the package is shipped |
No need to afford any fees. |
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The customer cancels the order after the package is shipped |
1. The customer shall bear a shipping fee of €170 plus the actual product damage cost. 2. If the package is intercepted successfully, refund will be processed after the warehouse confirms receipt of the undamaged product. |
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About refund difference price |
1. Over 7 days: Price difference refund is not accepted Note: eskute.net has the right to organize any event promotion |
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Change delivery address |
Address can' t be changed after the e-bike shipped out |
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Customers refuse to accept the package |
1. Customer needs to pay the actual return shipping fee (deducted from the refund). 2. If the customer still wants to receive the product after return, an additional reshipment fee (actual logistics cost) is required. |
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Defective Issues Refund |
1. Within 30 days:if the product has a functional quality issue (i.e., a problem that cannot be resolved by replacing accessories), an unconditional return is allowed.
2. Over 30 days: Defective component return or exchange is not accepted. 3. Must provide photos/videos of the defective component to confirm the issue before processing. |
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Non-quality Issues Refund |
1. Only applicable within 30 days of receipt. 2. Product must be in original condition (unworn, unused, no installation marks) with complete packaging and accessories. 3. Customer bears all shipping costs (return and resend if exchanging). |
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Quality Issues Reimbursement |
If you believe your item is defective and was purchased within 1 year from our authorised dealer, please contact us at info@eskute.net, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. eskute.net support team could provide you with technical solutions. eskute.net reserves the right to determine between defective products and normal wear and tear. |
A. For returned e-bike or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.
If the model of the returned e-bike or battery is inconsistent with the order information, ESKUTE cannot provide a refund;
If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by eskute.net depending on the loss of parts.
How can I get the refund?
If you confirm that you want to return and request return for a refund, you can contact our support team for a return label, we will refund you after we received the returned parcel.
Special Note About the Refunds
· The processing time for the refunds is 1-2 business days after receiving the returned items. The refund time depends on the payment method.
· PayPal refunds may take up to 48 hours.
· Credit card refunds will take around 7-14 business days. The specific time depends on your credit card company and any intermediaries.
If you have any questions or comments, please don't hesitate to contact us:
E-mail: info@eskute.net.
Work Days: Mon.- Fri. from 9:00 to 18:00, GMT +8:00
Hours: 9 AM - 6 PM (GMT+1 Time),Mon - Fri