If you're still within the 14-day period after the delivery of your bike, you have the right to request a return. Please make sure to keep your bike box until the 14-day period is over.
Simply send an email to firstname.lastname@example.org to request your return. The team will reply to your email to set everything in motion.
If you purchased loose accessories from us that are not part of the accessory box you received with the bike (e.g. Extra Battery, Bags, Charger, a lock...), check out this article on how to return these.
When returning your bike, please be aware that it should be in the original packaging with tags. Your item must be in the same condition that you received it, in perfect condition, unworn or unused, and must not have been assembled or used.
If you require a new box, let us know and we'll send you one. There will be a charge of 150 USD if you require a replacement box. WE STRONGLY RECOMMEND YOU KEEP THE ORIGINAL PACKAGING FOR 14 DAYS AFTER YOU RECEIVE THEM.
Return within 14 days: the customer may ask for product replacement or return within 14 days of receiving it. If you have opened the box, assembled, or used the bike, we will need to charge a "loss of value fee" of 10% processing fee (10% of the purchase price) because we will no longer be able to sell the bike as new.
Return beyond 14 days: If you wish to return an item after 14 days, you may do so if the item to be returned is new and unused, but you will be charged a return shipping fee and a restocking fee equal to 10% of the purchase price.
Any item returned in used condition may be returned within 30 days of purchase, subject to return shipping charges and a restocking fee of 30% of the purchase price. Items must be free of any damage. The e-bike must have less than twenty (20) miles on the odometer.
- If you apply for a return more than 30 days after signing for the product, you must pay the return shipping costs and be charged a restocking fee of fifty percent (50%) of the purchase price.
ADO Ebike will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose to self-return or arrange the return shipment by himself.
If you are qualified with the ADO Return Policy, please contact Customer Support at email@example.com. To be eligible for a return, please prepare the receipt or proof of purchase. We may also request you take a photo of the parcel to be returned.
There are some questions in the form that we'd like to clarify here.
1）Send us 5 pictures of your bike (not required for a bike exchange):
one from the right side
one from the left side
one from above
one in front
Please do it in good light with a decent-quality picture to be able to assess the damage.
2）Pack the bike in the box - If you dispose of your box, we can ship you a new one.
Before packing the bike in the box, make sure to clean it with a damp cloth and wrap the saddle in a plastic bag to protect it. Also, make sure to include all the accessories.
3）Get a refund of your order
After we receive the bike, we'll refund you the total amount minus the return shipping cost and, if relevant, the packaging and loss of value fee, within 14 days on your bank account or credit card, depending on the payment method you used.