Return Policy

1. Order Cancellation Policy

1.1 Before Shipment

· Electric Bicycles:

1. Cancellations within 3 hours of order placement incur no fees.

2. Cancellations after 3 hours will deduct an 8% processing fee.

3. If a wrong model is ordered and replaced with a new one, the original fee is waived upon receipt of the new order.

· Accessories:

1. Cancellations within 3 hours incur no fees.

2. Cancellations after 3 hours will deduct a 25% processing fee from the order amount.

1.2 After Shipment

· Requesting cancellation after shipment requires an 8% processing fee and a €200 return shipping fee.

· pulumaebike will provide a return label for carrier pickup. Alternatively, customers may arrange their own return but must:

1. Contact customer service for approval.

2. Ship to the designated address with signature confirmation and shipping insurance (recommended).

· Note: pulumaebike is not liable for damages or losses in customer-arranged returns. Unauthorized returns will be rejected, and associated fees will be borne by the customer.

2. Model Exchange & Order Adjustment

· Pre-Delivery Modifications: Refer to our shipping policy for changes before receipt.

· Post-Delivery Exchanges:

· To exchange a received model, follow the refund policy to initiate a return.

· Avoid the 8% processing fee if a new order of equal or higher value is placed.

· If not, or if the new order is significantly cheaper, the refund will deduct 8% of the original order amount + €200 return shipping.

· Model Exchanges: Limited to electric bicycles. For different models, contact customer service to place a new order and return the original, adhering to our return policy and securing prior email approval. Note: Free delivery does not apply to exchanged bicycles.

3. Returns Policy

· Non-Quality Returns: Customers may request a return or exchange within 15 days of receipt for non-quality reasons. They will be liable for:

· An 8% processing fee (based on the order amount).

· A €200 return shipping fee.

· Upon email approval, pulumaebike will issue a return label for carrier pickup. Alternatively, customers may arrange their own return after securing confirmation from customer service and shipping to the specified address.

· Important: All returns and refunds must be completed within 15 days of receipt; otherwise, they will not be processed.

3.1 Addressing Damage and Issues

· Inspection: Thoroughly inspect your order upon receipt. If defects, damages, or incorrect items are found, contact us at service@pulumaebike.com with photographic/video evidence.

· Product Defects: pulumaebike will provide technical support, replacement parts, and cover repair costs.

· Transportation Damage: We will assist by providing necessary parts and covering service costs.

· Non-Eligible Scenarios (no free exchange/refund):

· Minor outer packaging damage.

· Slight scratches or paint chips.

· Bent plastic parts from transportation.

· Wear and tear after usage.

· Note: Claims beyond 7 days of receipt will not be accepted.

3.2 Return and Exchange Process

· Eligibility Criteria:

· The item must be in the same condition and packaging as received.

· Bicycles must be free from wear, dirt, scratches, or signs of use.

· Total mileage must not exceed 10 miles (excess mileage voids refund).

· All original packaging contents (charger, keys, hardware, etc.) must be returned.

· Provide the receipt or proof of purchase.

· Customer Responsibilities:

· Cover all return-related costs (processing and shipping fees).

· Initiating a Return:

1. Send product photos to service@pulumaebike.com for approval.

2. Upon acceptance, we will provide a return shipping label.

· Unauthorized returns will not be accepted or refunded.

Fees

· Cancellations:

· 8% processing fee for all cancellations.

· If shipped, an additional €200 return shipping fee applies.

· Return Costs: Customers may incur fees for inspecting, repackaging, repairing, or refurbishing returned goods (unless unused). Additional shipping fees due to non-compliant packaging are the customer’s responsibility.

· Non-Refundable Items:

· Replacement parts and accessories.

· Human-caused damage.

· Special orders.

· Used items (except severe damage/failure).

· Gift cards and promotional items.

· Note: Partnered bicycle shops have separate return policies. Contact the point of purchase for details.

Refund Timeline

· Returns/exchanges take 3–6 business days to process upon receipt.

· After inspection, applicable fees are deducted, and the remaining amount is refunded to the original payment method.

· If the refund is not reflected after 2 days, check with your bank/credit card company (delays may occur). If unresolved after 7 business days, contact us at service@pulumaebike.com.