Return and refund

RETURN

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

Returns are not allowed after 15 days of the delivery date.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the ebike must have less than ten (10) miles on the odometer, it and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the receipt or proof of purchase.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start a return, you can contact us at support@avakabike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. AVAKA is not responsible for the shipping cost of the package returned by the customers themselves.

You can always contact us for any return question at support@avakabike.com.

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

1. Product from Unauthorized Reseller

2. The damage is caused by human

3. Special order

4. Sale items or gift cards

5. Giveaways or free items

Shipping and Handling fee for non-quality issue return:

E-bikes	€150/pc for a return (package weight ≧35KG) €100/pc for a return (package weight < 35KG)
Chain, Lock, Phone Holder, Saddle, Bag and Mirrors	€15/pc for a return
Front and Rear Rack, Basket, Luggage Holder	€40/pc for a return
E-bike Batteries	€60/pc for a return

Exchange for new model(Only for Non-quality Products)

This term is only for the unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer.

Within 15 days-Same model but different color	€200/pc for the exchange
Within 15 days-Different model	€200/pc for the exchange and must pay the corresponding price difference
Over 15 days	Not allow for an exchange

REFUND

Avaka Refund Terms	Quality issues	Accept full refund & partial refund
	Receive wrong goods	FREE to exchange or full refund
	Damaged or missing accessories	Free to send accessories or accept a partial refund
	The package cannot be delivered or missing	Accept free resend or full refund
	The customer cancels the order before the package is shipped	5% of the total amount will be deducted as a processing fee
	The customer cancels the order after the package is shipped	Customers need to pay €100-€150 shipping charge per bike(Deduct €100-€150/item when making refund)
	About refund difference price	1. Partial refund of the difference price within 7 days 2. Not acceptable(can send free gift) over 7 days Note: Avaka has the right to organize any event promotion
	Change delivery address	Customers need to pay an extra €20 per item
	Customers refuse to accept the package	€100-€150 shipping charge per item or the customer needs to pay an extra €200 for resend
	Quality Issues Refund	1. Within 15 days: Free return or exchange for defective products. Shipping fee can not be refunded 2. Over 15 days: Return is not acceptable; Accept exchange new product or partial refund Must take a photo of the item in its original packaging to share with our Product Support team.
	Non-quality Issues Refund	Only refund within 15 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. We will deduct the shipping fee of €100-€150/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes.€15/pc will be deducted for phone holder, chain lock and mirrors' return shipment; €40/pc for baskets and saddlebags;€60/pc for e-bike batteries.
	Quality Issues Reimbursement	If you believe your item is defective and was purchased within the last 2 years from our authorized dealer, please contact us at support@avakabike.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. AVAKA support team could provide you with technical solutions. If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness. Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible);ii)the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair.iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. AVAKA reserves the right to determine between defective products and normal wear and tear.

For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.

After this time, we will refund within 3 business days.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please understand it may take time for your bank or credit card company to process and post the refund too.

How can I get the replacement/refund.

If you confirm that you want to return and request a replacement or return for a refund, you can contact with our support team for a return label, we will refund or send the replacement out after we received the returned parcel.