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Return Policy

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

Any ebike order cancellation before shipment will be charged an 5% process fee, and customers can only get a 95% refund of the total order price.

Purchased but not shipped (Cancelation):

Orders that have not been shipped are able to be cancelled and refunded by our customer support team. If there is a mistake in your address, our support team is also able to modify that as long as it has not been shipped.
Once we issued the order, the item will be shipped as soon as possible, you will be charged up to 8% processing fee. Orders which have already been shipped (you have received a tracking number) cannot be changed or cancelled.

Item has already shipped: 

The bike has already shipped and you have a tracking number. You will be charged up to 25% restocking fee. The restocking fee will be deducted from your refund. We can't guarantee your order cancellation request will reach the shipping warehouse in time to stop your shipment, so please notify us as early as possible of your cancellation request. 

Item has been delivered (Unused):

The item must be unused, free from dirt, dust, or any fragrances, and in the original packaging and condition that you received it.

You are responsible for the return shipping fee.

You will be charged up to 25% restocking fee. The restocking fee will be deducted from your refund.

No returns after 14 days of receiving.

Return Process

1.No e-bike returns or e-bike replacements after 15 days of receiving.

2.Any e-bike returns or replacements should be authorized by our in advance via emails.

3.The damages caused by transportation like scratches, defective parts are NOT justifications for returns.

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

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

6.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. 
7.Please provide the seller with photos of all returned items, including the outer packaging. The seller will have to check the status and quantity before shipping.

8.Customers must ship the returned items within 72 hours after the seller provides the return label. Otherwise, the seller has the right to reject the shipment.

9.While returning the e-bike, the customers should ship it to the nearest FedEx store and paste the printed return label on the carton.

10.Please select the signature service when sending back to prevent the returned e-bike from being lost. our will send pictures or videos to the customers when signing the returned items.

Please aware:

If any parts are missing from the returned items (the original packing box is also included), we will charge a fee from the refund as appropriate.
We will offer pre-paid label. Customer pays the shipping fee for the Delivery. You must print the return label and paste it on the carton when shipping back returned electric bike.
If customer sends the return without consultation with

Polarna Ebike, refund will not be issued and the customer will have to pay shipping to get the item returned, or, sacrifice the item.
If your approved return passes our inspection, you may receive an exchange, store credit, or a refund.
For the purpose of warranty and returns, you are responsible for providing a new box at your expense if you have discarded the original box in which the product was shipped. PLEASE RETAIN YOUR BIKE BOX even if it has been damaged in shipping.

Accessories: 

Accessories are not eligible for return.  Polarna Ebike only support returns due to quality issues. 

Orders Flagged as Fraud

If your order is flagged by our system as a high risk of fraud or isn't eligible for PayPal Seller Protection, we reserve the right to refuse to fulfill and refund your order. If you feel that a refund was made by mistake, please email.

 

Refunds:

If the bike has been ridden it will not be eligible for return. Please do not send your purchase back to us until we have authorized the return in writing. To be eligible for a return, we require a receipt or proof of purchase. Please contact us at sales@polarnaebike.com

Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment within a reasonable number of days.

 

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