Okai Return Policy

OKAI offers a return/refund within 14 days from the date of purchase (or the date the product was received, depending on local laws and regulations). For detailed service information, please contact OKAI or the authorized dealer where you made the purchase.

1. Conditions for Refund Requests

If you purchased OKAI products through an authorized retailer, Amazon, BestBuy, or any third-party retailer, please contact their customer support team for more information and follow their specific return and refund policies.

To initiate a return, please adhere to the following guidelines:

  • Return Window: Return requests must be made within 14 days of receiving the product.
  • Condition of Item: The item(s) must be unused and in new condition.
  • Packaging: All returned items must be securely packed in the original packaging, including any accessories, instructions, tags, and markings.
  • Required Documentation: Include the original packing slip and a brief explanation for the return.
  • Return Authorization Number: The return authorization number must be clearly marked on the outside of the package; otherwise, the item may be refused.

To begin the return process, please use our returns portal here:
https://okai.co/apps/redo/returns-portal

Return Charges

  • With Redo Coverage: If you purchased Redo coverage at checkout, you will receive a free return shipping label after completing the return portal process.
  • Without Redo Coverage: You will be responsible for purchasing your own return shipping label.

Please note that only unused and undamaged products in original packaging with intact accessories will be accepted for return. Products missing accessories or damaged due to improper packaging will not be refunded. We do not issue return shipping labels, and you may need to cover the return shipping costs.

2. Conditions Where Refunds and/or Exchanges Are Not Accepted

Refund or exchange requests will not be honored under the following conditions:

  • Damage caused during shipping not reported immediately upon receipt.
  • Request for refund or exchange made more than 14 days after receiving the product.
  • Return of products without original accessories, attachments, packaging, or with damage not caused by manufacturing defects.
  • Missing or tampered with proof of purchase (receipt).
  • Product has been inspected and determined not to have any manufacturing defects by OKAI Technical Support.
  • Damage caused by non-manufacturing defects such as crashes, burning, unauthorized modifications, entry of foreign substances (water, oil, sand, etc.), improper installation, or use.
  • Signs of tampering with labels, serial numbers, waterproof marks, or proof marks.
  • Damage caused by external factors such as fire, flood, high winds, or lightning strikes.

3. Refund Processing

Refunds will not be issued for products that:

  • Are not in original condition, have missing parts or accessories, or show signs of damage not caused by manufacturing defects.
  • Are returned more than 14 days after receiving RMA approval.

For purchases made from an OKAI authorized dealer, please contact the dealer directly for refund processing. If purchased from Amazon or BestBuy, please contact their respective customer service teams for assistance.

Special Considerations

  • Country-Specific Service: OKAI only offers vehicle services in certain countries. If you import your vehicle to another country (e.g., when relocating), we cannot send replacement parts or collect the vehicle for servicing.

  • Damaged or Incorrect Products: If you receive a damaged, defective, or incorrect product, please contact us within 24 hours of receipt at CS@okai.co for specific instructions on how to proceed.

  • Special Sale and Refurbished Products: Products sold during special sales or as refurbished are sold "as is" and are not eligible for return or refund.

For any questions or assistance, please contact OKAI Customer Support at CS@okai.co.

Need Assistance?

If you encounter issues with your e-bike, contact our support team at support@electropedals.com or fill in the contact form on our website and we will try to get back to you in less then an hour. We’re here to ensure you have the best riding experience!