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RETURNS & REFUNDS - A SMOOTH RIDE!

At DIY E BICYCLE, your satisfaction is our top priority. We specialize in DIY electric bicycle conversion products, including friction drives, e-bike conversion kits, batteries, and spare parts to transform your regular bicycle into an electric one.

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EUROPEAN UNION & UK RETURNS POLICY

As our primary market, we've built robust infrastructure across the EU and UK to ensure your returns and refunds are processed smoothly and efficiently.

14-Day Cooling-Off Period - Your Legal Right

In accordance with EU Consumer Rights Directive (2011/83/EU) and UK Consumer Contracts Regulations, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.

Your Rights:
• 14-day withdrawal period from the date you receive the product
• No reason required for return
• Full refund including original standard shipping costs (unless you selected premium/express delivery)
• Item must be in the same condition as received: unused, with tags, and in original packaging
• You'll need the receipt or proof of purchase

Return Shipping:
• As permitted by EU and UK consumer law, return shipping costs are the responsibility of the customer
• This is a standard practice across Europe and helps us keep product prices competitive for everyone
• We recommend using a tracked shipping service for your peace of mind
• Our customer service team will provide you with the most convenient return address based on your location

What You Will NOT Be Charged:
• NO restocking fee
• NO handling fees
• NO processing fees
• NO other deductions from your refund

Why Choose Us for Your EU/UK Orders:
• Multiple return centers across Europe for faster processing
• Dedicated EU/UK customer service team
• Streamlined refund process - typically completed within 7-10 business days
• Local expertise and support in your time zone

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RETURNS POLICY FOR OTHER REGIONS

For customers in North America, Asia-Pacific, and other regions outside the EU and UK:

Return Window
You can return items within 14 days of delivery if you're not fully satisfied.

Return Conditions
• Items must be unused and in original packaging
• Original packaging must be preserved (returning goods in different packaging may incur additional costs)
• Items from special sales, modified, or damaged items cannot be returned

Return Fees
• Restocking fee: 5% of item value
• Original shipping fees are non-refundable
• Return shipping costs are the customer's responsibility (unless the item is defective or incorrect)

Processing Time
• Returns inspection: 5-7 business days after we receive your return
• Refund processing: Within 14 days of return approval
• Bank/credit card posting time may vary

Special Note for South American Customers:
• All returns from South American countries should be sent to our Brazil return center
• If customs clearance is required during the return process, we kindly ask for your cooperation in providing necessary documentation
• Our customer service team will guide you through the process and provide the Brazil return address

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CANCEL YOUR ORDER

Within 24 Hours (Full Refund)
You can cancel your order within 24 hours after payment for a full refund.

After 24 Hours - Order Not Yet Shipped
• If your order hasn't been shipped, you can cancel for a full refund

After 24 Hours - Order Already Shipped
• We will attempt to intercept the shipment
• If interception is successful: Full refund
• If interception is unsuccessful: You will be responsible for costs already incurred (shipping fees, transaction fees, and handling fees)

Cancellation Process:
• Contact us immediately at support@diyebicycle.com
• Our working hours: GMT+8 9:00 AM - 6:00 PM (Monday - Friday)
• Cancellation time is based on when we receive and process your request

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HOW TO INITIATE A RETURN

Step 1: Contact Us
Email our customer service team at support@diyebicycle.com within 14 days of delivery.

Step 2: Receive Return Instructions
If your return is approved, you'll receive an email with:
• Your specific return address (we have multiple return locations worldwide to serve you better)
• Shipping instructions and recommendations
• Return information template

Step 3: Prepare Your Return
• Write or print the following information on paper and include it in the package:
- Order number
- Order date
- Return reason
• Pack the item securely in original packaging
• Include the return information note in the package

Step 4: Ship Your Return
Ship to the return address provided by our customer service team. The address will be assigned based on your location to ensure the most efficient return process.

For South American customers: You'll receive our Brazil return center address and any customs documentation requirements.

Step 5: Receive Your Refund
After we receive and inspect your return, you'll receive your refund. Please allow time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@diyebicycle.com.

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DEFECTIVE, DAMAGED, OR WRONG ITEMS

Please inspect your order upon delivery. If you receive a defective, damaged, or wrong item, contact us immediately at support@diyebicycle.com so we can evaluate the issue and make it right.

For returns due to our error:
• No return shipping fee charged to customer
• No restocking fee applied
• Full refund including all shipping costs
• We may arrange pickup or provide a prepaid return label

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EXCHANGES

Option 1: Order Not Yet Shipped
If your order hasn't been shipped, contact our customer service team at support@diyebicycle.com to discuss exchanging for an equivalent-value item.

Option 2: Order Already Shipped or Delivered
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exchange Considerations:
• If the new item costs more, you'll need to pay the difference
• If the new item costs less, we'll refund the difference
• Exchange shipping costs follow the same rules as returns

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PRODUCT WARRANTY

Standard Warranty: 1 Year
All products come with a 1-year manufacturer's warranty from the date of purchase, covering material and workmanship defects.

Extended Warranty: 2 Years (Selected Products)
Certain products are covered by a 2-year extended warranty. Specific warranty periods will be clearly indicated on the respective product detail pages.

Warranty Coverage Includes:
• Manufacturing defects
• Material quality issues
• Functional failures under normal use conditions

Warranty Does Not Cover:
• Damage from misuse, abuse, or accidents
• Unauthorized modifications or repairs
• Normal wear and tear
• Cosmetic damage that doesn't affect functionality

How to Claim Warranty Service:
Contact us at support@diyebicycle.com with:
• Order number
• Photos showing the issue
• Detailed description of the problem

We will assess the issue and provide repair, replacement, or other appropriate solutions according to the warranty terms.

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EU CONFORMITY OF GOODS

Under EU Directive 2019/771/EU on the conformity of goods, if products do not conform to the contract at the time of delivery, you have the right to request repair, replacement, price reduction, or contract termination. This legal guarantee is independent of the 14-day withdrawal right and manufacturer's warranty mentioned above and applies for a minimum of 2 years from delivery.

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