This return policy only applies to customers on our website for e-bikes. Before placing your order, please carefully consider to avoid impulsive purchases that may lead to unnecessary losses. We encourage customers to assess their needs and budget thoroughly before making a purchase, ensuring that the purchased items meet your expectations and requirements.
30-Days Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.(Please note that only products with quality issues can be returned.)
Returns are not allowed after 30 days of the delivery date.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometres on the display, it must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original proof of purchase.
※ Please be aware that the return shipping costs are the responsibility of the customer unless the return is due to a quality issue.
ON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
1. Products not purchased from this website.
2. The damage is caused by human
3. Special order
4. Giveaways or free items
5. Online sale accessories (including fenders, controllers etc.)
6. Extra purchased accessories (If you purchase after-sales accessories from JANSNO directly, please make sure it is the part you need before purchasing from us.)
Damages And Issues
1. Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
2. To initiate a return, please contact us at sz.jansno@gmail.com. If your return is approved, we will provide you with a return shipping label and detailed instructions on how and where to send your package.
Please remember that items sent back to us without prior authorization will not be accepted.
3. Customers must provide accurate shipping information. If a package is returned because of incorrect information, failure to contact the customer, or delivery issues like gated access, the customer is responsible for all costs (shipping and handling).
4. If the e-bike is returned damaged or missing items, the cost of the damage or loss will be deducted from your refund. If the e-bike has more than ten (10) miles on the odometer, the return will be subject to a fee of $300 for shipping plus a 250$ restocking fee. which will be deducted from your refund.
※ If you have any questions or require further assistance regarding the return process, please do not hesitate to reach out to us at sz.jansno@gmail.com.
Different Return & Refund Situations
1) Order Cancellation
If you cancel your order before the package is shipped, a processing fee of 3% of the total amount will be charged. This is a processing fee that we cannot get back.
If you cancel the order after the package is shipped, a shipping fee of $300 per bike will apply. These fees will be deducted from your final refund.
2) Quality Issues
Within 30 days: Accept full refund & partial refund with pernission from JANSNO for returns in the event of the following non-human quality issues, which include motor damage, battery damage, frame damage, and multiple damages etc. to the entire vehicle. For all other issues, we provide support by sending replacement parts.
Over 30 days: Return is not acceptable; Accept repair with JANSNO guidance Must take a video or picture to show the issue of the bike before getting repaired.
Please note that minor scratches on the vehicle are not considered product quality issues.
If we have already provided customers with replacement parts due to product quality issues, it is considered that the customer has opted for self-repair, and we will no longer accept returns from customers.
3) Other Situations
| Problem | Refund policy |
|---|---|
| Receive the Wrong Product | FREE to exchange or full refund |
| Damaged or Missing Accessories | Free to send accessories or accept a partial refund |
| The Package Cannot be Delivered or Missing | Accept free resend or full refund |
| About Refund Difference Price | 1. Partial refund of the difference price within 7 days
2. Not acceptable (can send free gift) over 7 days Note: JANSNO has the right to organize any event promotion |
| Change Delivery Address | Address can' t be changed after the bike shipped out |
| Customers Refuse to Accept the Package | Deduct $300 for shipping or customer needs to pay extra $300 for resend. |
※ Please note that due to the acts or omissions of UPS or any other parcel service, we are not responsible for any lost, stolen or damaged items.
Return Process
Please send an email with videos/photos of all packaging and items to sz.jansno@gmail.com with your order number, tracking number and delivery day.
Before returning your e-bike, please make sure it's clean, especially the frame, handlebars, and wheel covers. It should be clean enough that it won't affect its resale value. After cleaning, take clear photos as proof (not cleaning properly may affect your refund). Please ensure that all accessories are included. This should comprise the charger (with its original packaging), the tool kit (including tools), and the user manual.
Once we receive the items, we will inspect the items and process the refund. It may take an additional 3-5 business days to fully process your return and issue your refund upon delivery. You'll get a notification once the refund is issued.
Note: Please contact us at sz.jansno@gmail.com and get our written approval before returning the items.
Any product returned without acceptance will not be refunded.
Contact Information
Our email: sz.jansno@gmail.com