Collection: Aftersale Policy
Last updated: September 24, 2026.
This page is published by Super Good Electronic Technology Limited, trading as EDIKANI.
This page is a summary. It is here to help you find the right policy quickly. The governing terms are the three policies it links to — our Refund Policy, our Shipping Policy and our Warranty Policy — which set out the full terms, including the limits of our liability. Where anything on this page differs from those policies, those policies govern.
1. Where to start
Not sure which policy covers your case? Find your situation in the table below. The full terms are set out in the three policies linked from this page.
| Your situation | Policy and time limit |
|---|---|
| I want to return my order or get a refund — unopened, or opened but not used | Refund Policy, Section 2.1 — request within 14 days |
| My order is a pre-order and I want to cancel or return it | Refund Policy, Section 2.6 — cancellation is always available before dispatch; returns after delivery need an exception application |
| The product has a manufacturing defect and I want an exchange | Refund Policy, Section 2.2 — within 30 days |
| It arrived damaged or with parts missing | Refund Policy, Section 2.3 — report within 7 days of delivery |
| An error code appears on the display | Refund Policy, Section 2.3.1 — at any time while the product is within its warranty period |
| It was lost or damaged in transit, or shows "delivered" but I never received it | Refund Policy, Section 2.4 (Seel) and Shipping Policy, Section 7 |
| I want to return or exchange an accessory | Refund Policy, Section 2.5 |
| Something failed during the warranty period | Warranty Policy — 1 year for the whole machine, components in the table there |
| I need to buy a replacement part | Warranty Policy, Section 6.4 |
2. Returns, exchanges and refunds
Tell us why. Every return request must state a reason, and it must be one we accept — within the 14-day window, no longer needing the product, ordering the wrong model, or a change of mind are all accepted reasons. Our products are oversized, high-value items and freight is costly, so an accepted return is refunded under the table below rather than in full. A request that states no reason, or that falls within the exclusions in our Refund Policy, cannot be processed.
| Order status and condition | What you get back |
|---|---|
| Delivered — unopened, return within 14 days | 85% of the order amount |
| Delivered — opened but not used, return within 14 days | 60% of the order amount |
| Delivered — used | Not eligible for return |
| Arrived damaged, defective or with parts missing — reported within 7 days | Replacement parts or, where the technical team determines it appropriate, a partial refund |
| Refused, or returned after 3 failed delivery attempts — e-bike or e-scooter | Order amount less $250 per unit |
| Refused, or returned after 3 failed delivery attempts — accessory | 60% of the order amount |
This is a summary only. The complete refund table — including the interception fees for orders canceled after dispatch — is in Section 2.1(f) of our Refund Policy.
- Cancel before shipping. Within 2 hours of placing your order, cancellation is free. After 2 hours, a 5% handling fee on the order amount applies. Once a tracking number has been generated, the order counts as shipped, and cancellation from that point is handled as an interception.
- How a return works. Submit your request first. We issue the return label and a carrier pickup code; you pack the product in its original packaging and photograph the packed parcel for Customer Service, then print the label and attach it. Please hand the parcel to the carrier within 7 days of the label being issued.
- Who pays the return shipping. Where the return is at your cost, the cost of the label is deducted from your refund — nothing is payable upfront. Return shipping is borne by EDIKANI where the item does not match your order, or where a defect, damage or missing part is verified.
- Used products are not returnable. A product is treated as used once it has been ridden, activated or modified. Charging the battery in order to test the product does not by itself make it used — but charging that damages the battery or the product does not qualify for return. Assembling it for inspection does not by itself make it used, provided it has been ridden no more than 5 miles and the tires show no visible wear or dirt.
- Standalone batteries cannot be returned. A battery or battery pack purchased on its own is a regulated dangerous good (UN3480, Class 9) and cannot be sent back by a private individual, so refusing the delivery is the only option. This does not apply to e-bikes or e-scooters, which contain a battery.
3. Shipping and delivery
- Remote areas and islands are not served. Whether an address counts as remote depends on the carrier's service area, which we check on your behalf — there are too many such postcodes for us to list them, so please confirm with Customer Service before you order.
- Oversized items travel by freight carrier. E-bikes, e-scooters and battery packs are delivered to the curbside or the nearest accessible point, by a scheduled appointment window; inside delivery is not included. A liftgate is used where there is no loading dock.
- Inspect before you sign. If you see visible damage, crushing, punctures, missing cartons or torn pallet wrap, ask the driver to note the damage on the delivery receipt before you sign, and photograph the pallet and the carton as delivered.
- Check the contents within 48 hours of delivery, and keep the carton and all packaging materials until you have finished checking — the carrier may need to inspect them.
- If something is damaged, missing or faulty, contact us within 7 days with photos or a short video of the outer packaging (all sides) and of the product itself, a photo of the packing slip, and your order number.
- Shipping is free on successful deliveries, and there are no extra customs or clearance fees to pay. Local-warehouse items are pre-cleared; for accessories shipped from China, customs fees are covered by EDIKANI.
4. Warranty
The whole machine carries a 1-year limited warranty, and the key components are covered for the periods below. The warranty covers defects in materials or workmanship under normal use.
| Component | Warranty period |
|---|---|
| Frame | 1 year (frame body only) |
| Battery | 1 year |
| Motor | 1 year |
| Controller / Display | 1 year |
| Charger | 1 year |
| Other original parts and components | 1 year |
| Wear parts (brake pads, tires, inner tubes, chain, cables) | Not covered — normal wear and tear |
The warranty runs from the date of delivery, unless we agree otherwise in writing. It belongs to the original purchaser and cannot be transferred; gifted products and second-hand purchases are not covered. Registration is optional — it helps us deal with your claim more quickly, but it is not a condition of cover.
- Damage from accidents, abuse, misuse or abnormal use; improper storage; or abnormal physical, electrical or electromechanical stress.
- Private or unauthorized modification, and assembly, service, repair or adjustment that varies from the Owner's Manual.
- Corrosion, and cosmetic damage such as scratches, dents and paint fade, unless caused by EDIKANI.
- Use above the stated maximum load; water ingress from immersion, pressure washing or prolonged rain; and use of accessories or parts not furnished or approved by EDIKANI.
- Products whose serial number or bar code has been removed, defaced, altered or made illegible.
- Labor charges for replacing or changing over a part, except where we agree otherwise in writing.
How to claim. Email service@edikani.com with your order number, the email address and shipping address you used when you placed the order, and photographs or a short video of the problem. We respond to all after-sales enquiries within 1 business day, excluding public holidays, and our technical team normally diagnoses the issue within the same period.
In most cases we do not require you to send the defective part back. Where a part does need to be returned for inspection, we provide the return label, and the risk of loss or damage while it is in transit to us is ours. Shipping of replacement parts is covered by EDIKANI for the whole warranty period. Outside the warranty you can still buy replacement parts from us, and technical support remains available.
The full warranty terms — including every exclusion, how claims are handled, and the limits of our liability (Section 9 of the Warranty Policy) — are set out in the Warranty Policy.
5. What we need from you
- Your order number.
- The email address and shipping address you used when you placed the order.
- Photographs or a short video of the problem, together with a brief description of it.
We need the information above to proceed. Without it — in particular the order number and photographs or a short video of the problem — we are not able to diagnose the fault or move your case forward.
6. Off-road use
Some of our models are for off-road use only. They are designed for use on private property and closed courses, are not street legal, and are not certified to U.S. federal motor vehicle safety standards (FMVSS). Being unable to register or plate such a model for public-road use is not a defect, and is not a ground for return, exchange or refund. Please check the law in your state.
7. Contact us
- Email: service@edikani.com
- Start a return: EDIKANI self-service return portal
- Response time: we respond to all after-sales enquiries within 1 business day, excluding public holidays.
