100% Satisfaction Guarantee
SAMEBIKE take product quality extremely seriously, every electric bikes are thoroughly inspected and tested before leaving our warehouse. When you received your E-bike, Please check the package carefully to make sure it is in good condition. However, if the product you have received is damaged or has manufacturing defects please follow these steps:
1) Email customer support, providing your order number and an explanation of the problem: service@samebikeelectricbike.co.uk
2) Attach evidence (either photographs or videos) showing the described defects.
3) Our team will check it and contact you asap.
4) If the problem was caused by us, or the product has any manufacturing defects please rest assured we will take care of it.
Returns:
Returns of New and Unused Items Within 14 Days of Receipt. We allow you to return any item in new, unopened and unused condition within 14 days of receipt for a full refund with no restocking fee, but shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally.
Returns of New, Unopened and Unused Items Outside the 14-Day Window. If you wish to make a return outside of the 14-day window, then if the item to be returned is in new, unopened and unused condition, you may return the item subject to the delivery and return shipping charges and a restocking fee in the amount of thirty percent (30%) of the total amount.
Cancellations:
Once your order has been paid, you need to cancel your order within 12 hours before our warehouse handle your order. We do not offer cancellation once the order status changed from “pending” to ”processing” or other order status.
There are several reasons for this. Due to our efficient methods of shipping and dispatching, all orders are processed through to our warehousing team(s) within 24 hours after your order is received. Staff within our operation (office and warehousing workers) work at different times to each other which means that orders cannot be amended.
If you have any questions during the production process or want to propose changes or upgrades, please contact our customer service or email at service@samebikeelectricbike.co.uk for a confirmation.
Refunds, exchanges, and store credits
Once your returning requirement 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 return.
If the return is approved, then the refund, exchange, or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days.
Undeliverable Orders
Please make sure your shipping information is 100% correct. What you provide is exactly what your shipping label will be printed. If you refuse delivery of the package, we reserve the right to charge a flat fee of £150/pc to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method £150/pc.
Any questions, Please feel free to contact us.