Return Policy

RETURNS

No e-bikes returns or e-bike replacements after 15 days of receiving.

The damages caused by transportation like scratches, defective parts are NOT valid for returns.

Any e-bike returns should be authorized by RURUI in advance via emails.

“Don’t like it”, “Don’t want it anymore”, or any delayed delivery caused by the carrier can NOT be deemed as a valid reason for a return. If the customer insists on a return and hasn’t opened the package yet, he/she will have to pay the ACTUAL round-trip freight. The freight will be deducted from the refund.

Without quality fault, the e-bike can’t be returned after unpacking or assembly.

Proof for quality fault is needed for any e-bike returns or replacements. The customer should cooperate with RURUI and complete the necessary tests.

Returned items must keep the original package. The box must be sealed. The e-bike and its outer packaging must NOT be damaged. Accessories and parts should NOT be missing.

Please provide RURUI with photos of all the returned items and the outer package before shipment. RURUI will have to check the status of the returned e-bike.

The customer should ship the returned item within 48 hours after RURUI provides a return label. Or the return will be deemed as canceled by the customer.

The customer should paste the printed return label on the carton before shipment.

Returns without authorization will be sent back to the customer, while a refund will NOT be issued and the freight will be borne by customers.

Any damages during the return period will be deducted from the refund. If necessary, the customer can purchase insurance for returns on his/her own.

If any parts of the returned items, including the original packing, are missing, the cost will be deducted from the refund.

Refunds will be issued to the customer after the returned items are confirmed received and inspected.

 

Non-returnable items:

Batteries

Customized orders

Promotional items

Gift cards/orders

 

Refunds, Exchanges, and Store Credits

Once a return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If the return is approved, then the refund, exchange, or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. We do offer exchanges within the US, but we don't offer any exchanges for international orders. However, you can receive a refund or store credit, so you can re-order the item you would like in exchange.

Exchanges will be shipped the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email.

Late or Missing Refunds

If you haven’t received a refund in time, first check your bank account, then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please email us at service@ruruiebike.com.