Retrun
After your E-bike is delivered, you can start a return process within 30 days of delivery. We do not accept returns after 30 days.
Before starting a return process, the customer needs to contact support@itstandsbike.com to get approval for the return. We will not accept returns without permission from Itstands.
Order Cancellation and Modification
1.Before Shipment:
-Order Cancellation: Free of charge. Once you make your decision, please contact us as soon as possible via phone, email, or online chat. Our customer service team will respond within 24 hours.
-Order Modification: Free of charge. Please contact support@itstandsbike.com to continue this process.
2.After Shipment:
- Order Cancellation: To request a cancellation after the order has been shipped, the customer needs to pay a 5% processing fee and is responsible for the round-trip shipping cost of $200. Itstands will provide a return shipping label, and the designated carrier will collect the return package.
- Order Modification: If the order has been shipped but not received, please contact support@itstandsbike.com to continue this process, but we cannot guarantee that modifications will be successful.
3.After Delivery:
- Order Modification: If the order has been delivered, please refer to the return policy to start a return and exchange. Customers are responsible for the return shipping cost of $100 per ebike, and up to a 5% restocking fee will be withheld from the refund. Please contact support@itstandsbike.com to continue this process.
Exchange for New Model
Model Exchanges are only available for e-bikes. If you wish to exchange for another model, customers may place a new order for the desired model and return the products from the original order by contacting our customer service in advance. All exchange requests must follow our return policy and receive pre-approval notification from our customer service team in an email. Free shipping does not apply to the exchanged bike.
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1.Within 30 days-Same model but different color
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$200/pc for the return
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2.Within 30 days-Different model
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$200/pc for the return and must pay the corresponding price difference
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3.Over 30 days
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Not allow for an exchange
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For product defects: Itstands will do its best to service you and provide tech support to fix simple issues. Itstands will also provide the replacement parts necessary and cover the entire repair fee associated with the damages.
For shipping damages: Itstands will do its best to service you and provide all the parts necessary and cover the service costs.
Free replacement and return: Customers can reject a package due to shipping damage (functionally affecting use) or contact customer service for missing and critically damaged parts or other quality-related issues. Our customer service team will help to arrange the free replacement and return.
Non-Returnable Items Include, But Are Not Limited To:
1. Product from Unauthorized Reseller
2. The damage is caused by human
3. Special order
4. Giveaways or free items
5. All accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)
6. Extra purchased accessories (If you purchase after-sales accessories from Itstands directly, please make sure it is the part you need before purchasing from us.)
Note: The following conditions will be considered minor and will not apply to the free exchange or refund policy.
1.Minor damage to the outer packaging.
2.Slight scratches or paint loss on the product.
3.Malleableparts bent due to shipping.
4.Replaceable bike parts on the handlebar.
Return Process
1. Call or email the Itstands customer service team in advance to describe the specific reason for your return. If it is a quality problem, you need to provide clear pictures or videos.
2. After receiving your message, the Itstands customer service team will contact you. Please pay attention to answering calls, text messages, and emails.
3. After approval by our customer service team, we will provide you with a return label.
4. After we receive your returned goods and check them seriously, if there is no problem or damage, we will refund you within 3 working days.
To better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence.
Refund
Refund Processing
Refunds will be processed within 10 days once the product is confirmed returned at our warehouse and inspected. If you did not receive the amount after 10 days, please check with your bank for further details. Some refunds may take longer to process than others. If you still do not receive your refund, please contact us.
For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.