At Rattan, we prioritize customer satisfaction. Please review our comprehensive return and refund policy to ensure clarity on order cancellations, returns, exchanges, and refunds.
1. Order Cancellation
1.1 Before Shipment
- Orders can be canceled before shipment. Refer to our Shipping & Delivery Policy for details.
1.2 After Shipment
- If your order has already been shipped:
- Rejecting the package will incur a $180 cancellation fee.
- If the package is delivered, the customer is responsible for the return shipping cost of $180. Rattan will provide a shipping label for returns.
- Customers may also arrange their own return shipping but are responsible for ensuring the package's safety and success.
Important Notes for Self-Arranged Returns:
- Use signature confirmation and consider purchasing additional shipping insurance.
- Rattan is not liable for loss, damage, or accidents during self-arranged returns.
Process:
- Contact info@rattanebike.com for cancellation requests.
- Wait for approval and receive a cancellation confirmation.
- Do not send packages without prior approval, as unauthorized shipments will be rejected.
2. Exchange Policy
2.1 Non-Quality Issue Exchanges
-
Fee: $400 per bike for exchanges due to reasons such as:
- “The bike is too big/heavy/high for me.”
- “The bike does not meet my expectations.”
2.2 Process:
Contact info@rattanebike.com to initiate an exchange.
3. Return Policy
3.1 Returning Malfunctioning Bikes
- Eligibility: Free returns or exchanges for malfunctioning bikes within 15 days of receipt.
3.2 Non-Returnable Items
Returns are not accepted for the following:
- Items purchased from unauthorized resellers.
- Damage caused by human error.
- Stolen or lost bikes.
- Accessories and replacement parts.
- Used bikes without quality issues.
- Special orders, sale items, gift cards, or free promotional items.
3.3 Conditions for Return
- The bike must be in like-new condition, with less than 10 miles on the odometer, and free from wear, dirt, scratches, or other signs of use.
- Include all items (e.g., charger, keys, hardware) and original packaging.
4. Damages & Issues
Inspect your order upon delivery and contact us immediately if:
- Your item is defective, damaged, or the wrong item.
- Submit clear photos/videos of the issue along with proof of purchase to info@rattanebike.com.
Critical Damage Definition:
- The main structure of the bike is deformed or its functionality is significantly affected.
Situations Not Covered for Replacement or Refund:
- Minor packaging damage.
- Cosmetic issues like scratches or paint loss.
- Wear and tear due to excessive or prolonged use.
5. Return Process
- Contact info@rattanebike.com to request a return.
- Upon approval, Rattan will provide a return shipping label and instructions.
- Unauthorized returns will not be accepted.
Return Shipping Costs:
- $180 per bike for non-quality issue returns.
- Customers may choose to self-return, but Rattan is not responsible for any risks during transit.
6. Refund Policy
6.1 Non-Quality Issue Refunds
- Refunds are eligible within 15 days for bikes that are unworn, unused, and in like-new condition.
- A $180 shipping fee will be deducted from the refund for non-defective or no-longer-needed bikes.
6.2 Quality Issue Refunds
- Refunds are provided after inspection confirms the defect.
- Full or partial refunds will be processed based on the nature of the issue.
6.3 Refund Timeline
- Refunds are issued within 3 business days after approval.
- If you do not see the refund within this period, contact your bank or credit card provider for updates.
7. Quality Issue Reimbursements
If your item is defective and cannot be resolved through troubleshooting:
- Bring the bike to a local repair shop for fixes. Rattan offers reimbursement up to twice the price of the affected parts.
- Submit a valid invoice (no handwritten invoices).
8. Additional Terms
| Situation | Resolution |
|---|---|
| Quality issues | Full or partial refund |
| Received wrong product | Free exchange or full refund |
| Damaged/missing accessories | Free accessory replacement or partial refund |
| Undeliverable or missing package | Free resend or full refund |
| Customer cancels before shipment | Full refund |
| Customer cancels after shipment | $180 cancellation fee per bike |
| Refuses package upon delivery | $180 shipping fee per bike |
Note: Rattan reserves the right to distinguish between normal wear and tear and genuine defects.
For more information, contact us at info@rattanebike.com.
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!