Returns and Refunds
If the product was purchased through an authorized retailer, it is subject to that retailer's return policy and cannot be returned directly to adoebike.jp. All products purchased on the ADO website, excluding clearance products, are subject to the following terms and conditions.
Please read the following terms and conditions carefully before returning.
Terms of contract
All products purchased through our website must meet these conditions in order to be entitled to a return/exchange.
1. Order Cancellation
Before shipment:
If your order has not yet shipped from our warehouse, you can cancel your order. To cancel your order, please contact serviceofficial@adoebike.
After shipment
To request cancellation of an order after it has been shipped (including if the parcel is rejected and the parcel is returned intact), the customer will be required to pay a 10% processing fee. The customer must also bear the return shipping costs of €100.
ADO Ebike will provide a return label and the designated carrier will pick up the return shipment. Alternatively, you may arrange for the return or return of the product yourself.
please note:
If you arrange the return yourself and ADO Ebike's customer service confirms the request, you are responsible for the safety and success of the return. We also strongly recommend that you purchase insurance for your return shipment. ADO Ebike is not responsible for damage, loss or other accidents of cargo arranged by customers.
To cancel your order, please contact ADO Ebike customer service by email. Once your order cancellation request is approved, ADO Ebike will send you a cancellation notification email. Customer shall not send return shipments to ADO Ebike without receiving notice. ADO Ebike will refuse all shipments that are not scheduled to arrive and you will be responsible for any associated fees or losses.
2. Order changes
If you would like to make any changes to your order before it reaches you, please refer to our shipping policy.
We cannot accept changes to your order after the product has been delivered to you. You may place a new order and return the items in your original order by contacting Customer Service in advance.
All return requests are subject to our return policy and must receive a pre-approval notification from our customer service team via email. If the return of an item is due to a change to an order, i.e., you place a new order for the same amount or more than the returned item, the processing fee may be waived. If you do not place a new order, or if the total amount is significantly lower than the original order, a processing fee of 10% of the original order will be deducted from the total amount refunded.
3. Model exchanges and returns
Free Exchange: Customers can refuse the parcel due to severe transport damage (functional impacted use) or have lost or severely damaged parts or other quality-related parts within 14 days of receiving the parcel. You may need to contact customer service for any issues. Our customer service team will assist you in arranging a replacement.
In order to better understand the problem and solve it effectively, we need photos and videos as evidence.
*Definition of serious damage item: The product body structure is obviously deformed, affecting the normal function in any way.
Note: The following situations are considered normal and do not apply to our free replacement or refund policy:
A) Exterior is slightly damaged.
B) Minor scratches or paint peeling on the product.
C) Damage to parts or consumables due to overuse.
D) Damaged parts or consumables after a period of time or number of uses.
For non-quality issues:
Returns within 14 days: Customers may request a replacement or return within 14 days of receiving the product. A 10% commission (10% of the purchase price) will be charged.
Returns after 14 days: If you wish to return after 14 days, if the returned item is new and unused, you can return it, but the return shipping fee and 10% of the purchase price will be charged. A restocking fee will apply.
Items returned in used condition can be returned within 30 days from the date of purchase by paying the return shipping fee and a restocking fee of 30% of the purchase price. The product must be undamaged. The e-bike must have traveled less than 20 miles.
ADO Ebike will provide a return shipping label specifying that the carrier will receive the return parcel. Customers can also choose to return the product themselves or arrange the return shipping themselves.
Note: To be eligible for a return, items must be in the same condition as received, unworn or used, labeled, and in their original packaging. You will also need your receipt or proof of purchase. If you unfortunately lost the original parcel, you can pay us about $150 to purchase a new parcel. It is highly recommended to keep the original package for 14 days after receiving it.
Non-returnable items include, but are not limited to:
A) Fashion wear (helmets, T-shirts, etc.)
b) all accessories
C) Special orders
D) Used items, excluding extreme cases of damage/failure
Refund for quality issue:
If any quality problems occur during this period, we will do our best to repair and after-sales service.
A). Within 14 days (when the product arrives) Returns and exchanges for defective products are free of charge.
B). 14 days or more (at the time of receipt)
We do not accept returns, but we will repair defective products. If you really want to return the product, you can return it within 30 days from the contract, but the return shipping fee will be borne by the customer, and the restocking fee will be 20% of the purchase price. However, the return shipping fee is the responsibility of the customer, and the restocking fee is 50% of the purchase price.
Please keep the outer packaging during the return period. Due to the special nature of the product, if the outer packaging is not returned with the product and is affecting secondary sales of the product, we will not be able to enjoy the return policy.
Reimbursement for quality problems
If your product is defective and you believe you purchased it from one of our licensed dealers in the last year, please contact us at official@adoebike.com for photos and videos including the actual defect so that we can help you resolve the issue. Because there may be an easy solution. Adoebike support team provides technology solutions.
Note: Please keep the outer packaging during the return period. Due to the special nature of the product, if the outer box is not returned with the product and affects the secondary sales of the product, we will not be able to enjoy the return policy.
4. Refund
After we receive the returned product at our warehouse and verify that it meets our return conditions, we will deduct any applicable fees and send you the remaining refund according to your original method of payment.
If the refund has not appeared in your account two days after the refund has been issued, we recommend that you check with your credit card company or bank. Delays may occur as different financial institutions have different procedures for transferring funds. at official@adoebike.com If you have not received your refund after 10 business days, please contact us.
About returns and exchanges
We offer free shipping on ordered products at the expense of convenience and customer satisfaction.
However, fares are not actually free. adoebike.jp is responsible for the payment of fares. This means we take returns very seriously. Shipping charges for e-bikes (battery products) can cost more than €100 per shipment.
We do not sell any other returned products. Returned products are labor intensive and the entire returned bike must be inspected. inside to outside. This does not include the cost of hassle repairs and servicing.
Our goal is to provide top-notch customer service and support, so we never charge these extra fees. In order to remain fair to our customers and to us, all we ask is that you cover third-party costs such as shipping and packaging fees incurred on returns. (if you choose return/exchange).
Please be fair to us. We are the only ones working behind the scenes at night. We sincerely strive to serve each jockey. Your satisfaction and trust are very important to us.
How do I receive my refund?
We will use the same payment method for refunds as you used for the original transaction, unless you expressly agree otherwise, and in no event will we incur any fees for refunds, except as noted above. plug.
