Return & Refund Policy

1. ORDER CANCELLATION

BEFORE SHIPMENT:

Free of charge. Please contact our customer service team, and our customer service team will contact you within 24 hours.

AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 15% processing fee. The customer is also responsible for the return shipping cost of $200. Ridstar will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

2. ORDER MODIFICATION

Before Shipping
Free of charge. Please contact us to continue this process.
Shipped but not received
Please contact us to continue this process but we cannot guarantee that order modifications will be successful.
Delivered
Please refer to the return policy to start a return and exchange if you prefer exchanging after the ebike has been delivered. Customers are responsible for the return shipping cost of $200 per ebike. You will be charged up to a 15% restocking fee (withheld from the refund). Please contact us to continue this process.

3. MODEL REPLACEMENT & RETURN

For product defects: Ridstar will do its best to service you and provide tech support to fix simple issues. Ridstar will also provide the replacement parts necessary and cover the entire repair fee associated with the damages.
For shipping damages: Ridstar will do its best to service you and provide all the parts necessary and cover the service costs.
Free replacement and return: Customers can reject a package due to shipping damage (functionally affecting use) or contact customer service for missing and critically damaged parts or other quality-related issues. Our customer service team will help to arrange the free replacement and return.

To better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence.
*Definition of critically damaged items: the main structure of the product is deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
A) Minor damage to the outer packaging.
B) Minor scratches or paint loss on the product.
C) Damage to parts or wearing parts after excessive use.
D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

To begin a return or exchange process, the following must apply:
  • All returns and refunds must be within 15 days of receiving the bike.
  • All bikes over 10 miles in total mileage cannot be refunded.
  • All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, and must be in the same packaging and condition as you received them, and must include all items in the box (battery, charger, keys, hardware, etc.)
 
All returns will embody a 15% restocking fee and the shipping fee of $200 per bike at one’s own expense ( For non-quality issues）

Please notice: If a customer decides to arrange the return shipment by himself and the request has been confirmed by Ridstar’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Ridstar will not be responsible for any damage, loss, or other accidents to the shipment arranged by the customer.

Process Of Return

Step 1: Before customers want to return, they need to contact our customer service team first;

Step 2: Once agreed upon, we will provide a return label.

Step 3: After customers follow the return label, they need to provide tracking information (including tracking number and where to track). Customer is responsible for return shipping costs.

Step 4 (if exchange): Once we receive and confirm it is correct, we will ship out the bike that needs to be replaced within 3-5 working days.

How to get the address of return?

All customers who want to return the bikes should contact our customer service team to get the address of return. For those customers who return the goods privately without contacting our customer service staff in advance, customers are responsible for all the losses caused by themselves.

4. Refund

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee (We will communicate with customers via email to confirm the specific fees.) and send the remaining refund according to the customer's original payment method in 1-3 business days.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact our customer service team.