1. Home
  3. Return & Refund Policy

Return & Refund Policy

This policy is effective as of 00:00:00 Los Angeles Time, October 1, 2025.

1. Scope of Terms

We highly value customer service and strive to provide excellent service to ensure your satisfaction. And we understand the importance of customer service in establishing and maintaining good customer relationships. Our team is dedicated to assisting and supporting you with any issues or needs you may have.

  • These policies apply only to products purchased from the EDIKANI Official Website.

  • For products purchased through authorized dealers or other platforms, please contact the respective dealer or platform directly.

  • For order issues, provide order ID to the Customer Service Team.

  • For technical issues, provide serial number (S/N code) and order ID to the After-Sales Team.

2. Return, Exchange & Refund Policy

2.1) 14-Day Return Request

  • Customers may request a return within 14 days of receiving the product if:

    • Product is unused/Unopened and in new condition.

    • All original packaging and accessories are intact.

  • Returns require sufficient reasons

  • Return shipping costs are borne by the customer.

  • Products not meeting the above conditions will not be accepted.

  • Contact Customer Service before returning; do not send the item back without confirmation.

2.2) 30-Day Defective Exchange

  • Customers may request an exchange within 30 days for products with verified manufacturing defects or major performance issues that cannot be repaired.

  • Required evidence: photos/videos of defect, serial number.

  • Product must include all original accessories, packaging, and documentation.

  • Issues resolvable via troubleshooting or software updates do not qualify.

  • Requests outside 30 days or failing to meet requirements are not eligible.

2.3) Transportation Damage

  • If a product is severely damaged during shipping, contact Customer Support within 7 days with photos/videos of packaging and product.

  • Warehouse will confirm and process return or replacement.

2.4) Accessories

  • Due to their specific nature (used for repairs, etc.), most accessories are not eligible for return or exchange.
  • You can ask customer service in advance about accessories returns and exchanges

3. Refund Amounts by Order Status

Order Status Condition Refund Amount
After shipment Intercept shipment: 10% fee if successful, 15% if failed 85% (interception failed)
90% (interception successful)
Undeliverable (wrong address) Package returned undamaged 85% (10% shipping + 5% processing fee)
Delivered - Unopened Return within 14 days in original condition 85% (10% restocking + 5% processing), customer pays return shipping
Delivered - Opened but not used Return within 14 days in original condition 60% (30% restocking + 10% processing), customer pays return shipping
Damaged / Missing parts Report within 7 days Replacement parts or partial refund

Refunds are processed after warehouse confirmation.
PayPal: up to 48 hours
Credit Cards: 7–14 business days

4. Circumstances Where Free Replacement or Refund Is Not Provided

  • Request made after 30 business days of delivery.

  • Lack of valid purchase proof or proof appears altered/fraudulent.

  • Product returned without all original accessories, packaging, or documentation, or damaged by the user.

  • Product found to have no defects after testing.

  • Defects caused by unauthorized use, modification, or exposure to external substances.

  • Evidence of tampering (altered serial number, labels, or watermarks).

  • Damage caused by uncontrollable external factors (fire, flood, storm, lightning).

  • Failure to return product within 7 business days after confirmation.

  • Insufficient evidence of defect (no photos/videos).

  • Other circumstances stated in this policy.

5. Customer Responsibilities

  • Ensure all original packaging and accessories are returned.

  • Shipping costs borne by customer for:

    • 14-Day Return Request

    • Items found not defective after inspection

    • Accidental or wrong-item returns

    • International returns

    • Unauthorized returns outside approved warranty process

6. Repair & Warranty Policy

6.1) Coverage

  • Applies to products purchased from EDIKANI official website or authorized distributors.

  • Warranty ensures products are free from material or manufacturing defects under normal use.

  • Whole machine: 1 year (gifted/second-hand excluded).

  • Key components: see warranty table or contact support.

  • Warranty starts from delivery date, unless otherwise agreed.

  • *Warranty terms for other regions: If the consumer protection laws or regulations in your country differ from the warranty period specified by us, we will provide after-sales service in compliance with the local regulations based on your country’s warranty terms.

6.2) Obtaining Warranty Service

  • Submit a ticket with:

    • Issue description

    • Order number

    • Serial number

    • Photos/videos of defect (if applicable)

  • Check FAQ/manuals first to save time.

  • Products beyond warranty: technical support available, but no free replacement or shipping.

6.3) EDIKANI Response

  • Diagnosis within 1 business day.

  • Guidance may include software updates or remote troubleshooting.

  • If problem cannot be resolved remotely and is under warranty, EDIKANI will provide free replacement parts.

  • If product cannot be used, EDIKANI may replace or refund.

  • Replacement parts carry same warranty as original product.

  • Warranty claims may require proof of purchase.

7. Personal Information

  • Contact info is used only for after-sales communication.

  • EDIKANI will not use information for marketing or disclose it.

  • Warranty claims may require proof of purchase.

8. Product Performance Disclaimer

8.1）E-Bike Speed Performance

  • The maximum speed stated for this e-bike is measured under no-load conditions. In actual use, the maximum speed may vary or decrease due to rider weight, cargo, road slope, road surface, or weather conditions. This is a normal occurrence, not a quality defect, and therefore does not qualify as a reason for return or exchange.

8.1）E-Bike Range Performance

  • The range of the e-bike battery may vary depending on factors such as battery age, temperature, assist level, riding speed, payload, and terrain. Under certain conditions, the actual range may be lower than the minimum stated range or higher than the maximum stated range. EDIKANI reserves the right to use replacement parts, materials, or equipment of equal quality and value that meet EDIKANI’s strict standards when necessary.