Right of Return
RETURN POLICY
Return & Refund Policy
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:
- 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.
- If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund.
- Do not return or drop off the parcel by yourself through the sender's address. Any product returned without acceptance will not be refunded.
- Please email us within 15days after receiving your Eskute delivery if you warrant a return.
- Please state the issue you are facing in the email.
- Please wait for a reply from our lovely Eskute team, typically within 24 hours.
- Meanwhile, please store the Eskute Delivery box in a cool and dry place to prevent it from getting damaged.
- Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an Eskute.
- Read the "Acceptable Conditions for a Return"
Acceptable Conditions for a Return
- Within 15 days after receiving your Eskute bike
- The bike must be unused, free of dirt, dust, and other fragrances, and in the same packaging and condition as you have received it.
- Customers are responsible for the cost of the return/exchange if
- Customer dislikes the product and returns it;
- Other personal reason like "wrong size", "doesn't fit", "no longer needed/wanted" etc.
- For return of personal reasons, the shipping fee is born by customer and will be deducted from the refund total.
- 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.
- 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.
WARRANTY COVERAGE
Accessories | Warranty Period | Notes | |
Electronic Accessories | Motor | 2 years |
The following conditions are not coverd by the warranty: 1. water damage of the battery, motor and controller. 2. Manmade damage, selfmodification, collision damage of spare parts, etc. 3.Tire puncture by sharp objects. |
Controller | 2 years | ||
Battery | 1 years | ||
Charger | 1 year | ||
LCD Screen | 6 months | ||
Switch | 6 months | ||
Front light | 3 months | ||
Basic Accessories | Frame | 2 years | |
Front Fork | 1 year | ||
Handlebar | 1 year | ||
Crank | 6 months | ||
Throttle | 6 months | ||
Pedal | 6 months | ||
Fly Wheel | 6 months | ||
Thumb Shifter | 6 months | ||
Rear Derailleur | 6 months | ||
Brake Disc | 3 months | ||
Tire | 3 months |
- Any misuse of the product, such as using the bike for commercial/rental uses, play dangerous act, etc., riding the bike on the abnormal road conditions
- Any unauthorized modification to the product, such as disassemble the bike without direction by Eskute, faulty installation, repair, or maintenance by anyone other than Eskute,
- The product has been in any accidents, such as traffic accidents
- The product has been in extreme environment (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuation or surges of electrical power, lightning, static electricity, fire, acts of God or other external causes
- Anti-rust layer damage caused by misuse (the damage of anti-rust layer can lead to the corrosion and fracture of the parts)
HOW TO CONTACT
- Platform of the purchase, such as Amazon, Brand Store, etc. (If purchased on Amazon, Please also include the seller name on your order)
- Order number/ID
- The email and shipping address you used when placed order
- Pictures/Short videos of the problems and a brief description of the problems
HOW WILL WE RESPOND
- Please wait for a reply from our lovely Eskute team, typically within 24 hours.
- Meanwhile, please store the Eskute Delivery box in a cool and dry place to prevent it from getting damaged.
- Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an Eskute.
- We will arrange the exhange within 3 business days. The refund will be made within 2 business days to the customer original payment method.