Return and Refund Policy:
If you are not satisfied with your purchase for valid reasons (excluding a change of mind), please contact our customer service by email within 14 days of receiving the product to request a return and refund.
Return and Cancellation:
1. If you have not received the shipping notification, you can cancel or modify the order by contacting our customer service by email. Our customer service will assist you in canceling or modifying the order within 24 hours of receiving your email.
2. If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive, and you can either keep it or contact us to request a refund.
3. Do not return the package yourself or drop it off at the sender’s address. Any product returned without acceptance will not be refunded.
4. Please send us an email justifying the return within 14 days of receiving your Deruiz delivery.
5. Describe the problem in the email.
6. Please wait for a response from our Deruiz team, usually within 24 hours.
7. In the meantime, please keep the Deruiz delivery box in a cool and dry place to prevent damage.
8. After approval, a shipping address and instructions will be sent to your email address, the one you used when placing a Deruiz order.
Acceptable Conditions for Return:
1. Within 14 days of receiving your Deruiz e-bike.
2. The e-bike must be unused, free from dirt, dust, and other contaminants, and in its original packed condition as you received it.
The customer is responsible for the cost of return/exchange if:
1. The customer does not like the product and wants to return it.
2. Other personal reasons such as “wrong size,” “doesn’t fit,” “no longer needed/wanted,” etc.
For returns due to personal reasons, shipping costs will be borne by the customer and deducted from the refund amount.
Deruiz will bear all return/exchange costs, including shipping fees, if a major defect is identified for which there is proof; you can show the problem via email, either in the form of a picture or a video.
Our warranty terms come into effect upon receipt of the goods. In the case of a minor defect, we will send the parts to the customer free of charge, and the freight costs will be borne by Deruiz. We will cover repair costs if the bike is repaired by a local shop. Please check our warranty.
After receiving the goods, please make sure that the ebikes are in the condition specified by the customer. DERUIZ will initiate the refund within 2 business days.
Credit/debit card refunds usually take 2-5 business days, but can take up to 30 days depending on the card company. Please contact your credit/debit card bank for more information on refunds.
If you wish to return, please contact us at [email protected] with the following information:
1. Platform of purchase, such as Amazon, Brand Store, etc. (If you purchased from Amazon, please also provide us with the seller’s name on your order.)
2. Order number/ID.
3. The email and delivery address you used when placing the order.
4. Images/short videos of the problems and a brief description of the issues.
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