Rattan Return Policy
For all orders (including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
BEFORE SHIPMENT: Please refer to our Shipping & Delivery policy for order cancellation.
AFTER SHIPMENT: If the order is shipped and cannot be modified, the customer may reject the package and $180 will be charged as a cancellation fee. If the customer has received the order, please contact us for the return. The customer is also responsible for the return shipping cost of $180. Rattan will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.
Please notice: If the customer decided to arrange the return shipment by himself and the request has been confirmed by Rider Cycle’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Rider Cycles will not be responsible for any damage, loss, or other accidents to the shipment arranged by the customer.
The customer needs to email Rattan’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Rattan will email the customer a cancellation notification email. The customer shall not send a return package to Rider Cycles without receiving a notification. Rider Cycles will reject all shipments without being scheduled to arrive, and the customer is responsible for any related fee or loss.
Returning malfunctioning bikes within 14 days of receipt. Rider Cycles offers FREE return and exchange for malfunctioning bikes within 14 days of receipt.
Returns are not allowed after 14 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 ebike must have less than ten (10) miles on the odometer. Must include all items that were inside the box (charger, keys, hardware, etc.) with the original packaging.
Damages And Issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. You need to provide a clear photo or video showing the product problem with a receipt of your order attachment. Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue (s).
*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
- A) Minor damage to the outer packaging.
- B) Minor scratches or paint loss on the product.
- C) Damage to parts or wearing parts after excessive use.
- D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Rider Cycles is not responsible for the shipping cost of the package returned by the customers themselves.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
- Product from Unauthorized Reseller
- The damage is caused by human
- The accessories and replacement parts
- The used bikes with no quality problem
- Special order
- Sale items or gift cards
- Giveaways or free items
The shipping cost of returning service will be borne by customers if the ebike has no quality problem.
- $180 will be charged as the delivery fees and Rattan will provide shipping labels.
- Ships the ebike back to Rattan's warehouse on your own.
*Note: We cannot guarantee that we will receive the item you are attempting to return.