Refund policy

Please read the below terms and conditions thoroughly before returning through.

TERMS AND CONDITIONS
All products purchased through our website must fulfill these conditions in order to be entitled to a return/exchange.

一. ORDER CANCELLATION
Before Shipment :

You can cancel your order if it hasn’t left our warehouse, get in touch with our customer service for an order cancellation.

After Shippment:

To request an order cancellation after it has been shipped(including cases where the parcel is rejected and the parcel is returned the way it came), the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of €100.

GUNAI 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.

Please Notice:

If a customer decided to arrange the return shipment by himself and the request has been confirmed by GUNAI ’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. will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

The customer needs to email GUNAI ’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, GUNAI will email the customer a cancellation notification email. The customer shall not send a return package to GUNAI without receiving notification. GUNAI will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.

2. ORDER MODIFICATION
Please refer to our shipping policy to modify an order before the customer has received it.

We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance.

All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

3.RETURN

1.If the return or exchange is due to our problem (eg: incorrect product, product quality problem), we will provide you with a full refund;If the return is due to the buyer's reasons (example: didn't like/want the item, ordered the wrong product/size), the buyer should pay the original shipping, return shipping and/or refurbishment (if required) EUR 160-350 (varies by model and shipping).

2. E-bikes and e-scooters cannot be returned or exchanged after one month of receiving. After you receive the package, please unpack and install the bicycle on the spot to check whether the bicycle can work normally. If there is any problem, please contact our staff in time.

3. Any e-bike or e-scooter returns or replacements should be authorized by GUNAI in advance.

4. Slight paint drop, abrasion and scratches are not a quality problem. Because bicycles are produced in China, they are delivered to you after a long distance and many times of transportation. Therefore, bumps and abrasion during transportation are normal, because we Selling bicycles is not artistic product.

5. Pieces of evidence like pictures or videos are needed for any e-bike returns or replacements.

6. The customers can return the items by themselves or get a return label via emails from GUNAI after being authorized.

7. Returned items must keep the original packaging.

• The box must be sealed.
• The e-bike and its outer packaging must NOT be damaged.
• Accessories and parts should NOT be missing.

8. Please provide the seller with photos of all returned items, including the outer packaging and the product. The seller will have to check the status of the product and original package.

REFUNDS
1.Customer returns without authorization will be sent back to the customer, while a refund will not be issued and the freight will be borne by customers.

2.Any shipping damages during the return period will be deducted from the total refund. If necessary, customers can purchase insurance for returns on their own.

3.If any parts of the returned items, including the original packing, are missing, we will charge from the refund as appropriate.

4. Please understand that for products that affect secondary sales, we will deduct the usage fee from the total refund.

5.Refunds will not be issued to customers before the returned items are confirmed received and inspected.

6.After we confirm receipt of your returned items, we will send an email notification and refund.

Non-returnable items:
Accessories

Second-hand products

Gift order

Refunds and Exchanges

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If you are approved, then your refund or exchange will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email. 

Late or missing refunds. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email us at service@gunai-ebikes.

Please note: There is a 10% processing fee for refunds after placing an order with paypal.