Return Policy

Please read the following carefully to understand our return and restocking fee policy, which applies to all e-bikes sold on https://skivogr-ebikes.com/.

(Please note: Keep the original packaging and do not damage it for future returns.)

We allow you to return any e-bike in new and unused condition within 14 days of receipt and reserve the right to charge a fixed fee of €180 to partially cover our shipping costs. Return shipping costs are the customer's responsibility for all returns unless we have delivered the wrong item, sent it to the wrong address and sent a duplicate order. We will issue the refund via the payment method you originally used. Return Policy - Contact our customer service via email at skivogr-ebikes@outlook.com. and provide your order number, proof of purchase and photographic evidence that the item is in good condition. To return a bike that is not defective or damaged, the bike case must be in good condition, the bike must have less than 5 kilometers (3 miles) on the odometer and be free of wear, dust, dirt, fragrance or other signs and must be in the same condition as the one you received. Good condition. Packaging and condition are the same and all items in the box must be included (charger, keys, tools, pump gift, etc.).
All accessories are non-refundable upon receipt.
Important: For items that arrived damaged or defective, you must provide videos and photos to support your claim that the item arrived damaged or defective. If the customer refuses or fails to send photos/videos of the allegedly defective/damaged item, this return will be considered “buyer’s remorse” and the return shipping will be the sole responsibility of the customer, who will also be required to pay a 15% restocking fee paid by the seller. Any shipping costs. If the customer claims the item is defective/damaged, they must provide proof before returning the item without exception by emailing pictures/videos of the return request to skivogr-ebikes@outlook.com sends. Return shipping costs are the responsibility of the customer. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive your returned item.


Before sending the returned items

To request a return, please contact our customer service at skivogr-ebikes@outlook.com to request a return. You must provide us with pictures and videos to prove that the e-bike is still in acceptable condition.

Shipping returned e-bikes: Once your return request is approved, please do not ship your e-bike to the warehouse until you have received the correct shipping address from our customer service. As the return address may be different from our shipping or warehouse address. For a return address please contact our customer service:support@keteles-ebikes-eu.com



After the goods have been arranged for return

Please send us a notification when your return item has been shipped and provide us with the tracking number. Once we receive the e-bike, we will exchange the item or issue a refund, which usually takes about 3 business days.

Rejected Shipment – ​​Fixed Fee

Any order cancelled prior to dispatch will be subject to a 10% restocking fee of the total order price and the customer will only receive a refund of 90% of the total order price.
If you cancel your order or refuse delivery after we have dispatched your order (you have received a tracking number), we reserve the right to charge a flat fee of €180 to partially cover our shipping costs. We cannot hold or cancel orders that have already been dispatched. If you refuse delivery, your order will be returned to us and the purchase price will be refunded to your original method of payment, less €180.

The following items will not be returned: All accessories (including parts such as bags, tires, racks, etc.); Overused items as per the above policy.

Bookings and cancellations

All orders (including pre-orders) are charged to your credit/debit card immediately. Regardless of when the item is scheduled to ship, there will be no delay in receiving payment.

You can cancel your order by sending an email tosupport@keteles-ebikes-eu.comor contact us through our live customer support. We will not confirm the cancellation until you receive a response from our customer support team.

Due to the speed at which we process orders (as quickly as possible), we will try to cancel your order immediately, but cannot guarantee this. Once your order has been placed, we are unable to make any changes to your order, even for model or color reasons, once the e-bike has been dispatched. Please choose carefully and contact our team to ensure you select the correct item.

Card processing fee. If you ask us to cancel your order after we have taken funds from your credit/debit card (or after we have taken funds from your PayPal account), we will deduct 2.5% from your refund to cover merchant card processing fees when we issue a refund for a cancelled order.

If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be determined by the express company you choose.
If due to our reasons, the goods received are damaged or incorrect, the consumer is not obliged to bear the shipping fee for this reason.

Email: skivogr-ebikes@outlook.com
Tel: +8618734168666
Address: tongdajiezhongduan, wanhaoxintiandi12ceng1207shi, taiyuanshi, xiaodianqu, shanxisheng, 030000, CN