Return & Exchange
1. Return
1.1 Cancel Order
We can only cancel the order before the product is shipped, and once the order is canceled you will get a full refund.
Please note, once the product is already shipped out, then we can’t cancel the order for you, please understand.
1.2 Product Return
You can only return the products unconditionally within 30 days from the day you received the package only if the below situations are satisfied:
① The original package is unopened and intact, and also the product is not used;
② You need to return the full package including the gifts;
③ You need to cover the shipping fee for returning the product
④ You need to provide a receipt or proof of purchase from our official website for us to complete your return;
⑤ Products that are marked as clearance prices cannot be returned for a refund.
1.3 How to return a product
If you meet the conditions for return, please follow the instructions to return the product:
① First of first, please contact us (support@baicycle.com) to verify whether your return is available;
② In your email, please provide the below information.
Your name
Your email and phone number
Where did you purchase the product
Order number
The reason you want to return
Photos of the product package
③ Once we receive your email, and verify it, Baicycle will create a return label and send you a link via email for you to print the label.
④ When you receive our email about the return label, please ship the whole package to the address provided by our customer service group. You need to cover the shipping fee.
The return address：630 Hambledon Ave, City of Industry California 91744, United States
⑤ Once we receive your return package, we will process your refund within 5-7 working days after we receive your package.
**All returns must include your name, billing address, and phone number. A representative of Baicycle will contact you for your payment information for credit/refund after the completion of the return process. Return Policy only applies to customers that purchased devices directly through Baicycle either online at https://us.baicycle.com/
1.4 Refund after receiving the return
If you meet the conditions for return, please follow the instructions to return the product:
① Once your returned product is received and inspected, we will send you an email to notify you that we have received it and we will also notify you of the approval or rejection of your refund.
② Once your refund is approved, you’ll be refunded on your original payment method within 1-2 business days.
③ If you don’t see the refund is back to your original payment method after 2-3 days, please wait for 1-2 days while checking your bank account for it can take some time for your bank or credit card company to process and post the refund too.
The refund method will be the same as the customer's original payment channel. The refund amount is the customer's full payment minus the shipping cost (The refund includes only the cost of the product. Any shipping costs have already been paid to the shipper). Once the refund is issued the customer will receive a confirmation email from the Baicycle Website. The timeframe for when the refund appears on the customer’s account depends on the payment channel. i.e. Credit Card, Bank, PayPal, etc.
④ If you still can’t get your refund after 4-5 days, please Email us.
2. Exchange Policy
2.1 Product Exchange
Within 30 days from the date of receipt of the package, apply for an exchange after we verify the quality reasons.
For faster verification of quality issues, please provide the following information when contacting us:
① Your order number on our official website;
② Clear videos or photos showing specific issues;
③ Detailed description of the problem;
④ Please email all the information listed above to our customer service center.
2.2 Exchange coverage
We only exchange the products when they are defective or damaged for their poor quality but not for mal-operation or rough use.
For example, carry any unauthorized disassembly/repair/modification, the exchange is not available for the situation listed above.
2.3 About the shipping fee
Please Note: The shipping fee and tax are non-refundable.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, which means the cost of return shipping will be deducted from your refund.
3.Exceptions / Non-returnable Items
① Insufficient accessories and incomplete packaging.
② Without valid vouchers, invoice information does not match the product, malicious damage to the product serial number, vehicle body information, including but not limited to blurry damage, self-destruction, tampering, etc.;
③ Damage to the vehicle caused by failure to use, drive, maintain, and adjust it correctly by the instructions of this product; serious product failure or damage caused by human factors such as crashing or falling during driving; forcibly using this product beyond normal use conditions. Product malfunction or damage caused by overloading, riding over obstacles (including but not limited to riding down steps, etc.), not performing extreme sports, etc.;
④ Failure to carry out repairs at designated authorized service outlets, unauthorized modification, disassembly, replacement, modification of circuit or line configuration, repair and damage to the normal use of the entire product and parts; damage caused by the use of non-original accessories;
⑤ If the after-sales service is not carried out at the designated authorized service outlet, because the parameters of the electronic control system (including battery, controller, motor, etc.) of this product are correspondingly matched, it cannot be disassembled and replaced at will;
⑥ Vehicle damage caused by force majeure such as earthquakes, typhoons, fires, floods, hail, etc.; Vehicle damage caused by exposure, flooding, immersion, smoke, chemical corrosion, etc.;
Failure to use and maintain the battery normally; leaving it for too long and failing to charge in time, resulting in battery loss and voltage that cannot be repaired;
⑦ Other failures or damages not caused by issues such as design, manufacturing, quality, etc. of the product itself;
Sample processing or other vehicles or spare parts that stipulate that no warranty will be given;
⑧ Other accessories: standard parts such as valves, brake shoes, motor hub caps, screws and nuts, decorative parts, brackets, black parts, fuses, chains, easily damaged parts, gifts
4. No Quibble Returns
We accept 'No Questions Asked Returns' within 30 days of your order's delivery. If the item is returned to our warehouse in good condition, suitable for resale, you'll receive a refund for the product's price. Please note that shipping charges won't be refunded. Additionally, you're responsible for any fees or costs associated with returning the product to Baicycle. For assistance with your return, please contact our customer service team at support@baicycle.com
5. Faulty/Defective Product
Baicycle is dedicated to offering our customers the highest quality products and services. However, in rare instances, a product may be found to be defective. If your product is faulty and still within the warranty period, we will offer you a suitable replacement (if available). Baicycle reserves the right to refund the purchase price of the product along with the original shipping charges. Please contact our customer service team at support@baicycle.com for assistance with your purchase.
6. Please note
This policy applies to products purchased directly from https://us.baicycle.com/. For purchases made through other online or store retailers, please contact the retailer directly for their specific return policy.
Refund amounts exclude shipping charges or any other add-on charges to and from your location. Credits or refunds are issued within two weeks of receiving your return and/or upon inspection. We cannot be responsible for items that are lost during transit when being returned, therefore we recommend high-value items to be returned with tracking and insurance.
