At FEIHU, we prioritize customer satisfaction. If you are not completely satisfied with your purchase or encounter any issues, our return and exchange policy is designed to provide a smooth and hassle-free experience. Please read the following guidelines carefully.
1. Order Cancellation
Before Shipment: You can cancel your order at no additional cost. Please contact our customer service within 24 hours and provide your order number.
After Shipment: If the order has been shipped, wait for delivery and then request a return (see return policy below). You will be responsible for the restocking and return shipping costs, which are approximately $200 for return shipping and 10% of the product's original price for restocking. The specific costs may vary slightly depending on the model of the vehicle. We will provide a return shipping label and arrange for the courier to collect the product from your location. If you prefer to handle the return shipping on your own, you are responsible for ensuring the package's safe return.
2. Returns
(1) Eligibility for Returns
- New and Unused Products: You may return any new and unused FEIHU electric bike within 14 days of receipt. Please ensure that the bike is in its original condition, with no signs of wear, dirt, or scratches, and that it is returned in the original packaging with all accessories (battery, charger, keys, etc.).
- Non-Returnable Items: Accessories (e.g., helmets, bags), special orders, and products not purchased directly from the FEIHU website are not eligible for returns. Used items or bikes that have been ridden more than 7 miles are also non-returnable.
(2) Return Process
- Initiate a Return: Contact our customer service team to begin the return process. Include your order number and reason for return.
- Receive Return Label: Once your return request is approved, we will email you a return shipping label. Print the label and affix it to the original box.
- Courier Pickup: Wait for the courier to collect the package from your location. If you choose to arrange the return shipment yourself, please ensure that the package is safely returned to avoid any damages or losses.
- Inspection & Refund: After we receive and inspect the returned item, we will process your refund within 5 business days.
(3) Fees for Returns
- Return Shipping Fee: A return shipping fee of $200 will be deducted from your refund. Note: The specific return shipping fee may vary depending on the product model.
- Restocking Fee: A restocking fee of 10% of the bike’s original price will also be deducted. Note: The exact restocking fee may vary depending on the product model.
Example Refund Calculation: If your bike's total cost is $1,099, and the restocking fee for that model is 10%, your refund will be calculated as follows: $1,099 - $200 (shipping) - $109.90 (restocking fee) = $789.10.
3. Damaged or Defective Products
We strive to deliver our products in perfect condition, but if you receive a damaged or defective item, we are here to help.
(1) Reporting Damages or Defects
If your e-bike arrives with any shipping damage or defects, please:
- Take clear photos or videos of the damage.
- Contact us within 48 hours of receiving the product.
(2) Resolution for Damaged/Defective Items
- Replacement: If the damage affects the functionality of the bike, we will provide free replacement parts or a new product. We will cover the cost of shipping the replacement item to you.
- Return for Refund: If you prefer to return the damaged or defective item for a refund, we will arrange the return shipment at no cost to you and provide a full refund once the item is received and inspected.
4. Refunds
Once your return is received and inspected, we will process your refund according to the following guidelines:
- Damaged or Defective Items: Full refunds are issued within 1-2 business days after confirming the issue.
- Non-Defective Returns: Refunds for non-defective items (e-bikes) will be processed within 2-5 business days after we receive and inspect the returned product. The refund will be calculated by deducting the return shipping fee and a restocking fee from the original price.
- Accessories: Full refunds are provided for accessories if they are returned unused. However, customers are responsible for the return shipping cost.
(1) Late or Missing Refunds
If you have not received your refund within the specified time frame:
- Check your bank account.
- Contact your credit card company, as it may take some time for the refund to officially post.
- If the issue persists, please feel free to contact us.
5. Exchanges
If you wish to exchange your e-bike for another model, please contact our customer service team. The exchange process follows the same steps as a return. You will be responsible for the return shipping fee and a restocking fee.
Once we receive the returned product in good condition, we will process the exchange and ship the new model to you. If there is a price difference between models, we will either issue a partial refund or request additional payment.
6. Warranty Claims
If your bike develops an issue covered by our warranty, please refer to our Warranty Policy page for details on how to submit a claim and what is covered. Warranty claims follow a different process from standard returns and exchanges.
For any other questions or to initiate a return, cancellation, or warranty claim, please feel free to contact our customer service team.
