Refund policy

PRE-ORDER & ORDER CANCELLATION

 

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

Any ebike order cancellation before shipment will be charged an 10% process fee, and customers can only get a 90% refund of the total order price.

Any ebike order change such as change of address or exchange for items after shipment will be charged 100€ as a change fee.

 

Model change


If it is not a quality problem, the product will not be returned or exchanged after receiving it.

To be eligible for replacement, the bicycle must have not been used within 30 days, be free of dirt, dust or any fragrance, and be packaged and in the same condition as when you received it.

If you request to replace the model within 30 days after receiving the goods, you will need to bear the round-trip shipping cost, a total of 400€ (the shipping fee for the returned model: 200€, the shipping fee for the new model: 200€). After 30 days, the bicycle shall not be changed under any circumstances.

 

Product Returns Process:

  1. If you wish to return a product within the first 15 days of receipt, please contact our customer service to initiate the return process.
  2. Ensure the product is unused, free of dust, dirt, or odor, and in its original packaging. You will be responsible for the return shipping costs, which amount to €300.
  3. Once we receive the returned product at our warehouse and confirm that it meets the return policy requirements, Refunds will be issued through the original payment method used for the purchase.
  4. Please note that the return and replacement processes involve shipping the product back to our warehouse for inspection before any further action is taken. If you have any questions or concerns, feel free to contact our customer service for assistance.

 

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

 

Fashionable wear (hats, etc)
All accessories
Special orders
Used items except in EXTREME cases of breakage/malfunction
LATE OR MISSING REFUNDS
If you haven’t received a refund after 2 days of approval, please check your bank account again and contact your credit card company/bank as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at info@keteles.net.

Refund

1. For any product that you return correctly in accordance with this policy, we will refund the price you paid to us.
2. We will not refund you the original shipping costs associated with the returned product.
3. We will not refund to you any costs incurred in returning the product to us.

Improper return

1 If you return a product that violates this policy, and you do not have any other legal right to refund or exchange the product:
(a) We will not refund the purchase price or exchange the goods;
(b) We may keep the returned products until you pay us. Additional fees that we may charge for re-delivery of returned products
(C) If we do not receive the additional payment within 30 days, we may dispose of the product by ourselves.                                                                                                          

If you need to return the product, please contact us in email info@keteles.net

Thanks a lot.