Right of Return

RETURN & REFUND POLICY

FOR NON-QUALITY ISSUES

If you are not happy with your purchase with valid reasons (exclude a change of mind), contact our customer service by email within 15 days of receiving the product for a return and refund.

Guidelines for a return:

1. If you haven't received the shipping notification, you can cancel or modify this order by contacting our customer service by email. Our customer service will help you cancel or modify the order within 24H after receiving your email. 
2. If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. You can refuse the parcel when dispatch to your house, but we need to deduct the shipping fee(GBP100-150)or you may either keep it or contact us to return for a refund. 
3. Do not return or drop off the parcel by yourself through the sender's address. Any product returned without acceptance will not be refunded.
4. Please email us within 15days after receiving your Eskute delivery if you warrant a return.
5. Please state the issue you are facing in the email.
6. Please wait for a reply from our lovely Eskute team, typically within 24 hours.
7. Meanwhile, please store the Eskute Delivery box in a cool and dry place to prevent it from getting damaged.
8. Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an Eskute.
9. Read the "Acceptable Conditions for a Return"

Acceptable Conditions for a Return

• Within 15 days after receiving your Eskute bike
• For a full refund,the bike must be unused, free of dirt, dust, and other fragrances, and in the same packaging and condition as you have received it. If the bike has been already used, we may need to deduct use fee and charge restocking fee(almost 10-20%)depending on the condition of th ebike. 
• Customers are responsible for the cost of the return/exchange if 

1. Customer dislikes the product and returns it;
2. Other personal reason like "wrong size", "doesn't fit", "no longer needed/wanted" etc.
3. For return of personal reasons, the shipping fee is born by customer and will be deducted from the refund total. 

 

FOR QUALITY ISSUES

• Within 15 days of receipt, ESKUTE will bear all the cost of the return/exchange including shipment fee if 
• There is any major defect found with proof of evidence;
• Either sent in the form of an image or video through your email to us.
• Our warranty policy will be in effect upon the receipt of goods. If any minor defective, we will send the parts to customers for free and freight is born by Eskute. We will bear repair cost if the bike repaired by a local shop. 
• Over 30 days of receipt, only Warranty services will be provided. For minor defects that don’t affect biking safety, compensation may be offered instead of a return. Not provide full refund.
• Please check our warranty.

Lost parcel:

Eskute is responsible for your order delivery. A delivery exception is when a package is temporarily stalled in transit for an unforeseen reason. Even with the most reliable eCommerce order tracking, a lot can happen to a package while it’s in transit. If the tracking info is not updated for more than 3 days or even longer. Please kindly be patient and wait for the delivery. Eskute will always check and push for you. If you don't receive your order within 3 weeks after receiving your shipping confirmation email, then the parcel is considered lost during the transition. Eskute will bear the loss and offer you a full refund. You can reject the parcel if the parcel is finally showing up. Eskute ensures that the customer experience is always a priority.

 

HOW TO CONTACT 

1. Platform of the purchase, such as Amazon, Brand Store, etc. (If purchased on Amazon, Please also include the seller name on your order)

2. Order number/ID

3. The email and shipping address you used when placed order

4. Pictures/Short videos of the problems and a brief description of the problems

HOW WILL WE RESPOND