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Return & Refund Policy
- Large items are not eligible for returns or exchanges without cause if no quality issues are found upon delivery. If a return is requested, applicable fees will be deducted according to standard procedures.
- Used items or products that affect resale eligibility are not eligible for returns or exchanges. If a return is requested, applicable fees will be deducted according to standard procedures.
- Minor transportation scratches or bumps that do not affect functionality are not eligible for returns or exchanges. Corresponding compensation may be negotiated with the customer.
- Returns will not be accepted if customers cannot provide proof of product defects. If a return is requested, fees will be deducted according to our standard policy.
- All quality issues will be handled by our after-sales service. If resolution is not possible, the product will be sent to an authorized service center for repair,after that we return the product to the customers.
- Customers who refuse delivery without valid reason must bear the actual round-trip shipping costs incurred by the refusal, plus any actual transportation-related damage to the goods.
- Customers requesting returns without valid reason must bear the return shipping costs, packaging materials fees, and warehouse handling fees.
How to return my electric bike?
Step 1：Contact us via message or send an email to support-uk@samebike.com
Step 2: After the order return be confirmed, you will receive an email with label. Print and state it outside the box.
Step 3: Waiting for courier picker to pick up the package.
Step 4: After the warehouse receive and check the package,Your refund will be returned through the original payment method within 2-5 business days.
How to return broken items?
Take picture/videos,we will arrange replacement or return within 3 business days.
Return address: Al. Krakowska 163, HaLa1.Pok.A2
City: Łazy
Country: PL
Postal code: 05-552
Do I need to pay for an extra fee to return it?
Yes, refer to the table below for the fee schedule.
How much refund can I get?
For broken items: You will receive a full refund within 1-2 business days.
Return Fee Charge Policy:
For returns without reason, regardless of location, all orders will be charged according to the following standards:
For e-bike: Refer to the table below for the fee schedule. (Convert US dollars to British pounds at the actual exchange rate on that day.）
| Weights | Fee (USD) |
Warehouse Handling+ Packaging Wastage Charges |
Surcharge Fee (USD) |
Total Shipping Cost (USD) |
Applicable E-Bike Models |
|---|---|---|---|---|---|
| Within 25 kg | $100 | $25 | $50-80 | $175-205 |
SM-C01 SM-C02 |
| Within27-34 kg | $160 | $25 | $50-80 | $235-265 |
CY20 C05 Pro RS-A01 Pro-T RS-A01MEN 20LVXD30-II LO26-II XD26-II YINYU14 SY26-II |
| Within 35-40 kg | $180 | $25 | $50-80 | $255-285 |
LOTDM200-II XWLX09-II RS-A02 PLUS RS-A02 Pro |
| Within 40-45 kg | $200 | $30 | $50-80 | $280-310 | LO26 Plus |
| Over 45 kg | $300 | $30 | $50-80 | $380-410 | M20 Series |
👆 Scroll to view full table
For accessories: You will receive the full refunds, but you need to deliver and pay for the delivery fee yourself to the nearest warehouse.
When can I get my refund?
For broken items: You will receive a full refund within 1-2 business days.
For e-bikes and accessories: The refund will be returned through the original payment method within 2-5 business days after the warehouse receives the package, and checks that the items are good.
Late or missing refunds
If you haven't received a refund in time, first check your bank account, then contact your credit card company, it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund yet, please email us at support@samebike.com.
Contact Us
Email: support-uk@samebike.com
Phone/WhatsApp: +48 790775943
Business Hours：(UTC+8) Monday-Friday: 9:00 am- 6:00 pm