Refund policy

Riding’times Return & Refund Policy 

We are committed to providing high-quality e-bikes and a reliable customer experience. This policy is designed to clearly explain how returns and refunds are handled for heavy freight e-bikes, while ensuring fairness, transparency, and operational efficiency.

Because e-bikes are large, high-value products with integrated lithium battery systems, they require specialized freight logistics, careful handling, and inspection procedures.

1. Order Cancellation

We process orders quickly to ensure fast fulfillment.

Before Shipment (No Tracking Number Issued)

Orders may be canceled for a full refund before a tracking number has been generated.

Please contact support@ridert.com as soon as possible. Our support team responds within 24 hours.

After Shipment (Tracking Number Issued)

Once a tracking number has been generated and the order has entered the carrier scheduling stage, the order is already in the logistics process.

At this stage, cancellation is no longer free of charge and is handled as a return request.

A logistics and handling fee of 200 USD will apply to cover outbound freight processing costs.

Delivery Refusal Without Authorization

If a package is refused without prior approval, it will be treated as a return shipment.

Applicable costs may include:

  • Outbound shipping cost 200 USD
  • Return shipping cost 200 USD
  • Restocking fee (if applicable based on product condition)

We strongly recommend contacting our support team before taking any action on delivery.

2. Order Modification

Before Shipment

Order modifications are free of charge.

In Transit

Once shipped, modifications may not always be possible due to carrier processing. However, our team will assist whenever operationally feasible.

After Delivery

No modifications can be made after delivery. Please refer to the return policy below.

3. Returns & Refunds (30-Day Policy)

We accept return requests within 30 days of delivery.

To ensure fairness and safety in logistics handling, returned e-bikes must be in resellable condition with minimal usage (generally within approximately 10 miles).

A. Returns for Personal Reasons (Non-Defective Products)

Unopened Items (Original Packaging)

A standard logistics and handling fee of 400 USD will be deducted from the refund.

This fee covers outbound freight and return transportation processing costs.

Opened

A logistics and handling fee of 400 USD plus a 20% restocking fee will apply.

The restocking fee covers inspection, repackaging, and quality verification.

Used or Non-Resellable Items (Approx. >10 miles)

Products showing heavy use, damage, or significant wear may not be eligible for return.

Recommended Option: Exchange or Store Credit

To provide more flexibility and reduce freight costs, customers may choose:

  • Exchange for another model or color
  • Store credit instead of refund to original payment method

If store credit is selected, the 20% restocking fee will be waived.

Standard logistics and handling fees still apply.

4. Quality or Damage-Related Issues

If your product arrives with a defect or experiences a functional issue, our technical team will fully support you.

Step 1: Remote Diagnosis

Customers are required to provide clear photos or videos for technical evaluation.

Step 2: Technical Support

We will provide troubleshooting guidance and replacement parts at no cost when applicable.

Step 3: Resolution Options

If the issue is confirmed to be a manufacturing defect or critical functional failure, we will provide one of the following solutions:

  • Replacement parts
  • Replacement units

Important Notes

The following conditions are not considered manufacturing defects:

  • Minor cosmetic marks or scratches
  • Normal wear and tear
  • Damage caused by improper assembly or maintenance
  • Water damage or unauthorized modifications
  • Issues reported after extended usage (generally beyond 10 miles or 14 days)

Inspection Policy

All returned items are inspected upon arrival.

If an item is found to be fully functional or damaged due to improper use, standard return conditions (including logistics and restocking fees) may apply.

This process ensures consistent and fair evaluation for all customers.

5. Return Process

To request a return, please contact support@ridert.com within 14 days of delivery.

Please include:

  • Photos of both sides of the bike
  • Current mileage on the display
  • Condition of original packaging

Our support team will provide return authorization and instructions.

6. Packaging Requirements

Returned items must be securely packed using original packaging or equivalent protective materials.

All accessories must be included (charger, keys, battery, tools, manuals).

Customers are responsible for ensuring proper packaging if original packaging is unavailable.

Riding’times is not responsible for damage caused during return shipping due to improper packaging.

7. Customer-Arranged Returns

If customers choose to use their own shipping carrier:

  • Signature-required freight service is required
  • Full insurance is strongly recommended
  • Transit risk remains with the customer until delivery is confirmed

8. Non-Returnable Items

The following items are not eligible for return:

  • E-bikes used beyond approximately 10 miles or 14 days
  • Individual parts and accessories (unless defective upon arrival)
  • Custom or special-order products

9. Refund Processing Time

Once the returned item is received and inspected, refunds are processed within 7 business days.

Refund amounts may be adjusted based on applicable logistics and handling fees and restocking fees.

Processing time from your payment provider or bank may vary.

Contact

For any questions or assistance, please contact:
support@ridert.com