General Return/Exchange Policy:
- Customers can request a replacement or return within 30 days of receiving the product.
- A 5% processing fee will be charged for returns, but it can be waived for product exchanges.
- Customers must provide a shipping label with tracking to the directed warehouse after approval by email.
- All returns must be in the same packaging and condition as received, including all items in the box.
- Shipping fees for returns are at the customer’s expense.
For Product Defects:
- Keteles will provide tech support and replacement parts for simple issues.
- Keteles will cover the entire repair fee associated with damages.
For Shipping Damages:
- Keteles will provide all necessary parts and cover service costs for shipping damages.
Procedure:
- All returns must be approved before shipping back to Keteles.
- Email [email protected] for approval along with photos of the product prior to shipping.
Shipping:
- Bikes are usually shipped the next business day. Alterations to shipping after shipment may incur a $150 fee.
- Customers are responsible for return shipping costs and safety during transit.
Fees:
- 5% credit card processing fee for order cancellations (waived for bike exchanges).
- $150 shipping & handling fee if the bike has already been shipped.
- Up to a 20% restocking fee, which can be waived for unused products.
Shipping Damage Returns:
- Customers may reject packages with significant shipping damage and contact Keteles with evidence (photos/videos) to resolve issues.
Model Exchanges/Order Modifications:
- Model exchanges are available for e-bikes; new orders must be placed, and return products from the original order must follow the return policy.
Non-Refundable Items:
- Replacement parts, accessories, special orders, used items (except in extreme cases), gift cards, and freebie orders are non-refundable.
- Partner bike stores have their own return policies.
Refund Processing:
- Refunds are processed within 2 days after the product is received and inspected at the warehouse.
- If you don’t receive the refund after 2 days, contact your bank for further details.
- Refunds may take longer to process in some cases.
Discount Codes:
- Items returned with an order using a discount code will have the entire discount code value subtracted from the refund value. Refunds are made after receiving and inspecting the e-bike.