Refund policy

The refund policy of Ariel Rider Ebikes is as follows:

Cancellations:

Cancellation requests for in-stock bike orders should be submitted within 24 hours of the order confirmation. However, if your order has already been shipped, you may not have the option to cancel it. Please be aware that a 2.5% processing fee will apply to all cancellations, and while we strive to accommodate cancellation requests, they cannot always be guaranteed due to our automated shipping process. Our system rapidly sends orders to our distribution centers for processing, often resulting in orders being shipped before tracking information is available. We recommend prompt decision-making regarding cancellations to avoid any inconvenience.
Pre-Orders and Backorders: Your credit/debit card will be charged immediately for all pre-orders or backorders, regardless of when the item ships. You can cancel your order before it ships with a 2.5% penalty. You will need to contact our Customer Support team for further assistance.

Order Changes:

We are unable to modify the items in your order once placed. If your order has not shipped, we can cancel your current order. You will need to place a new order for the desired items. If your order has shipped, we will not be able to cancel your order. Please see our return policy above.

Address Changes:

We understand that sometimes life happens, and some address changes may be necessary. However, we cannot update the shipping or billing address once your order is confirmed.
All bike orders require a signature at delivery. For this reason, you will be unable to submit an address change with the carrier. If you need to request an address change for a bike delivery, please contact Ariel Rider directly. Address changes to bike orders must be approved by Ariel Rider and are subject to additional rerouting fees.

Returns, Refunds, and Restocking Fees:

Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories, and ebikes sold by Ariel Rider Ebikes.

Ebike orders:

No returns after 14 days of receiving.
To be eligible for a return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
The box must be sealed and unopened.
The customer pays both ways shipping fees (this is withheld from refund - we can provide the original invoices if needed).
Subject to up to a 25% restocking fee (this is withheld from refund).
Please refer to the Loyalty Program Terms and Conditions for the items purchased using (full or partial) loyalty points.

Accessory/replacement part orders:

No returns after 14 days of receiving.
To be eligible for a return, the item must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
The customer pays the shipping fee both ways.
Subject to a 25% restocking fee.
All orders are required to be returned in their original packaging, returns will not be accepted in other packing materials.
Please refer to the Loyalty Program Terms and Conditions for the items purchased using (full or partial) loyalty points.

Used items:

No returns, except in extreme cases of breakage/malfunction, and then only after receipt of our approval for the return.

All orders are required to be returned in their original packaging, returns will not be accepted in other packing materials.

The wear and tear on your bike will be deducted from your refund after the item is inspected. In authorized malfunction returns, we open the boxes with camera footage to avoid any misunderstanding.

Extreme cases of malfunction returns have a 3-month, 100-mile limitation.

Regardless of the case, returns will not be accepted on bikes that have modifications on them.
Battery Returns. Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumers' ability to return batteries via shipping carriers.
If you've received the wrong item:

In some rare cases, a mix-up during fulfillment day happens.
If you've received an item that you haven't ordered or received the wrong item, please contact us directly and we'll correct the error right away.
The item should be unused and in its original packaging for replacement.
Please note that the wrong shipment claims need to be submitted within 30 days of receiving the order.
Refusal of Shipment Delivery or Delivery exception - Customer Unavailability:

Should a shipment be refused upon delivery, the associated shipping costs (both for the initial delivery and return) as well as restocking fees will be subtracted from the applicable refund.

In instances where a shipment returns to us due to reasons cited as "Delivery exception - Customer not available or business closed", the subsequent shipping and restocking fees will be deducted from the refund amount.
If a reshipment is requested for the same item, customers will be responsible for covering both the return and reshipment fees.
Refunds (if applicable)

Once your return is received and inspected, we will send you 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 the item has no manufacturing defects, the wear and tear on the bike, shipping fee (both ways), and subject to up to a 25% restocking fee will be applied to ebike orders.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please note that items ordered during a sale (such as Black Friday sales, Christmas sales, Father's Day, etc.) cannot be canceled.
Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@arielrider.com.
Sale items (if applicable)

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Please note that items ordered during a sale (such as Black Friday sales, Christmas sales, Father's Day, etc.) cannot be canceled.
Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. Shipping insurance fees collected at the time of shipment are not refundable.
Return To Sender - Unclaimed Packages

In instances where a product shipment is returned to Ariel Rider Ebikes ("us", "we") due to the customer ("you") not picking up the package from the carrier, all costs associated with the return, including but not limited to return shipping fees and storage charges, will be your responsibility. These charges must be paid in full before any subsequent shipping of the product can occur. Failure to comply with this policy may result in termination of service or additional fees. We will provide an invoice detailing these charges and the product will not be reshipped until we receive full payment for these additional costs.

By placing an order with us, you acknowledge and agree to this policy.