Refund policy

This policy is published by Super Good Electronic Technology Limited, trading as EDIKANI.

1. Scope of Terms

• 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 photos or videos of the issue and the order ID to the After-Sales Team.

2. Return, Exchange & Refund Policy

2.1) 14-Day Return Request

• Customers may submit a return request within 14 days of receiving the product (this 14-day window is the deadline for submitting the request — it is not the deadline for sending the item back) if:
  • Product is unopened and in new condition.
  • All original packaging and accessories are intact.
• Where the product has been opened but not used, a different refund rate applies — see the refund table below.
• Tell us why. Every return request must state a reason, and it must be one we accept. Within the 14-day window, the reasons we accept include: no longer needing the product, ordering the wrong model, or a change of mind. Because our products are oversized, high-value items and freight is costly, an accepted return is refunded under the table in (f) rather than in full. A request that states no reason, or that falls within Section 3, cannot be processed.
• Products not meeting the above conditions will not be accepted.
• Start your return first — do not send the item back without confirmation. Submit your return request through the EDIKANI self-service return portal; you can also contact Customer Service directly if you prefer.

(a) Return labels and pickup code. For every approved return, EDIKANI issues the return label and a carrier pickup code. Before we issue them, you must pack the product in its original packaging, photograph the packed parcel, and send the photos to Customer Service for review — we confirm that the packaging is adequate before the label is issued. Once it is confirmed, you only need to print the label and attach it to the package, then use the pickup code for the carrier to collect the parcel — please hand the parcel to the carrier within 7 days of the label being issued. You do not need to arrange a carrier, purchase postage, or choose between options. Where the return is at your cost, the cost of the label is deducted from your refund — nothing is payable upfront.

(b) Risk in transit. Once the carrier has collected the parcel under the label we issued, the risk of loss of, or damage to, the parcel in transit is borne by EDIKANI.

(c) Products that have been used are not eligible for return or refund. 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 where charging has damaged the battery or the product, for example through use of an unsuitable charger, the product is excluded from return under Section 3. Assembling the product for inspection does not by itself make it used, provided that it has been ridden no more than 5 miles and the tires show no visible signs of wear or dirt. To verify this, send us clear photographs of both tires — three angles per wheel (top, left and right), on the front wheel and on the rear wheel; Customer Service decides, on the basis of those photographs, whether the tires show wear or dirt. Beyond that threshold, the product is treated as used. This does not affect your warranty rights — please raise warranty matters under Section 5.

(d) Cancellation before shipment. You may cancel your order within 2 hours of placing it at no charge. If you cancel more than 2 hours after placing your order, a 5% handling fee on the order amount applies and is deducted from your refund. Once a shipping tracking number has been generated for your order, the order counts as shipped; cancellation from that point on is handled as an interception under the table below.

(e) Undeliverable & refused shipments. EDIKANI offers free shipping on successful deliveries. However, due to the high cost of oversized freight, any e-bike or e-scooter order returned to us after 3 failed delivery attempts (per carrier policy) or refused at the time of delivery will be subject to a non-refundable fee of $250 per unit. This fee represents a reasonable estimate of the actual outbound freight, return freight, handling and restocking costs incurred by the merchant. For accessories, the return rules in this policy apply instead: a refused accessory is refunded at 60% of the order amount, and the return shipping is borne by EDIKANI. The 40% deduction represents a reasonable estimate of the outbound freight, handling and restocking costs; the return freight is accounted for separately and is borne by EDIKANI.

(f) Refund amounts by order status.

Order Status	Condition	Refund Amount	Return shipping
Before shipment	Canceled within 2 hours of placing the order	100%	—
Before shipment	Canceled more than 2 hours after placing the order	95% (5% handling fee)	—
After shipment — Accessories	Customer requested interception before the tracking number registered any tracking event: 10% fee if the interception succeeds, 15% if it fails	90% (interception successful) 85% (interception failed)	EDIKANI
After shipment — E-bikes & E-scooters	Customer requested interception before the tracking number registered any tracking event: $125 per unit if the interception succeeds, $250 per unit if it fails (this fee is the courier fee)	The order amount less $125 per unit (interception successful) The order amount less $250 per unit (interception failed)	EDIKANI
Undeliverable (wrong address, refused shipment)	No interception requested — refused at delivery, or returned after 3 failed delivery attempts. Package returned undamaged	E-bikes & e-scooters: the order amount less a flat fee of $250 per unit Accessories: 60% of the order amount — the 40% deduction covers outbound freight, handling and restocking	EDIKANI
Delivered — Unopened	Return within 14 days in original condition	85% (10% restocking + 5% processing)	Customer
Delivered — Opened but not used	Return within 14 days in original condition	60% (30% restocking + 10% processing)	Customer
Delivered — Used	—	Not eligible for return	—
Damaged / Missing parts	Report within 7 days	Replacement parts or partial refund	EDIKANI

(g) When an order counts as shipped. An order is treated as shipped as soon as a shipping tracking number is generated for it. Carrier pickup and network scans can lag behind, so the absence of tracking movement does not mean that the order has not been shipped.

(h) Refund confirmation, method and timing.

• Once the returned goods reach our warehouse, please allow 5–7 days for inspection and confirmation. Refunds are processed after that confirmation.
• PayPal: up to 48 hours.
• Credit Cards: 7–14 days.
• Klarna and other installment plans: we refund the order amount to Klarna. Klarna then cancels your remaining installments and refunds the amounts you have already paid. We are not able to issue a cash refund directly for an installment order — Klarna manages the payment schedule on its side, and any amounts already debited are returned by Klarna according to its own timelines.
• Gift cards: any portion of the order paid with a gift card is refunded to a gift card balance, including where a gift card was combined with another payment method. Cash or card is refunded only for the portion actually paid by that method.
• Bundled and gift-with-purchase items: if your order included a free or discounted item as part of a bundle or promotion, that item must also be returned. If it is not returned, its retail value may be deducted from your refund.

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 or videos of the defect, together with the order 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.
• Return shipping for a verified defective exchange is borne by EDIKANI.

2.3) Damaged, Defective or Missing Items

• Report within 7 days of delivery. Contact Customer Service as soon as you notice a damaged, defective, or missing item. Where the product is severely damaged and cannot be used, tell us immediately so that we can arrange a return or a replacement.
• What to send us:
  • Photos or a short video of the outer packaging (all sides) and of the product itself.
  • A photo of the packing slip included in the box.
  • Your order number.
• Keep the packaging and all parts. Do not discard the box, the packaging materials, or the damaged item until the case is closed — the carrier and, where relevant, Seel require them as evidence.
• Our technical team will assess the report. Depending on the finding, we will send replacement parts, arrange a replacement, or — where the technical team determines that it is appropriate — issue a partial refund. Where the product is severely damaged and cannot be used, we will arrange a return.
• Shipping for a verified damage, defect, or missing-item claim is borne by EDIKANI.
• If you purchased Seel Shipping Protection, your claim is handled under 2.4 — file with Seel first, and we cover any shortfall.
• Items excluded under Section 3 (for example, damage caused by use or by unauthorized repair) do not qualify.

2.3.1) Error codes after delivery

• Show us the code. If an error code appears after the product has been delivered while the product is still within its warranty period, contact Customer Service and provide photos or a short video of the error code, together with your order number.
• Many error codes come from a loose connector or wiring. This is common on a newly delivered unit and is usually repairable. Our technical team will diagnose it — normally within 1 business day, excluding public holidays — and will guide you through the appropriate troubleshooting or part replacement.
• In most cases the resolution is replacement parts, together with a solution tailored to the individual case. Where the fault is confirmed, we normally send the affected part free of charge. Anything beyond that — including whether any form of compensation is offered, and if so how much — is determined by the technical team on the merits of the case and is at EDIKANI's discretion. Returning the whole unit is not normally required for this type of fault.
• Shipping of replacement parts for a confirmed fault is borne by EDIKANI.
• If a part replacement does not resolve it, the remedies in Section 5 (Repair & Warranty Policy) apply, including replacement parts, a replacement unit, or a refund where the product cannot be used.
• One fault, one remedy. Where a case is handled under this section, the remedies set out in this section apply. The same fault is not compensated twice, and this section does not create a second, separate claim alongside 2.3.

2.4) Shipping Protection (Seel)

• What it is. Seel Shipping Protection is a paid, third-party shipping protection product offered at checkout by Seel, an independent provider. It protects your parcel while it is in transit, covering: loss in transit; damage in transit; and the case where the carrier marks the parcel as delivered but you never received it. It is not mandatory — the protection is added to your cart by default, and you can remove it from the cart before you check out. Choosing not to purchase it does not affect any of your rights under this policy: Section 2.3 and the Lost Parcels provisions below still apply to you.
• How to claim. Claims under Seel are filed through Seel's claims center. Seel's published standards are set out below.

Event	Seel's payout	Claim window	Conditions
Parcel lost	Full order amount (excluding shipping)	30 days after shipment (domestic) / 60 days (cross-border)	No abnormal tracking status and not delivered
Marked as delivered but not received	Full order amount (excluding shipping)	Within 7 days of delivery	Proof of loss required: police report, on-site video, carrier confirmation of loss, or other equivalent document
Parcel damaged	Depending on the extent of the damage, up to the full order amount (excluding shipping)	Within 7 days of delivery	Photos of the packaging and of the damaged item required

• Claim with Seel first, and keep your evidence. Submit your claim through Seel's claims center within the window set out above, and retain the outer packaging, all packaging materials, the packing slip, and photos of the damage — Seel's process requires them.
• If Seel does not fully cover a verified loss, EDIKANI pays the difference. Where a claim is verified and Seel's payout is less than the verified loss, we top up the shortfall.
• If you did not purchase it, contact Customer Service and EDIKANI will compensate you directly, under 2.3.
• The same loss may not be compensated twice. Where Seel has paid you, our payment is limited to the shortfall — and vice versa. Seel decides its own claims under Seel's terms, which we do not control.

2.4.1) Lost parcels

• Proof is required. Where a parcel is reported lost in transit, we need supporting evidence before the case can proceed — for example a police report, an on-site video, a carrier confirmation of loss, or an equivalent document. A case cannot be opened or progressed without it.
• We do not undertake to pay in full. A lost-parcel case is not automatically compensated at the full order amount. Whether anything is paid, and how much, depends on the outcome of the claim and on the evidence you provide.
• We will pursue our insurer together with you. We ship with declared-value cargo insurance, and we will work with you to file and pursue the claim with that insurer on the strength of the evidence on file, and will keep you informed of its progress.
• Where you purchased Seel Shipping Protection, the claim is submitted to Seel under 2.4 first.

2.5) Accessories

• Due to their specific nature (used for repairs, etc.), most accessories are not eligible for return or exchange.
• The following are never returnable or exchangeable:
  • Standalone battery products. This means batteries and battery packs purchased on their own — not e-bikes, e-scooters or other products that contain a battery. A standalone lithium battery is a regulated dangerous good in the United States (UN3480, Class 9) and cannot be sent back by a private individual: carriers only carry it under a dangerous-goods contract, ground-only, and US hazardous-materials rules exclude lithium batteries from the reverse-logistics relief. If you do not want one, therefore, refusing the delivery is the only option — once you have signed for it, it cannot be returned. For battery warranty claims, please contact customer service.
  • Custom and made-to-order accessories.
• For any other accessory, return or exchange eligibility is decided case by case — please contact Customer Service in advance to confirm before sending anything back.

2.6) Pre-orders

• What a pre-order is. Some models and configurations are offered as pre-orders: you place and pay for the order first, and the product is then built or reserved for you before it is dispatched. Where we state an estimated dispatch window for a pre-order — on the product page, at checkout, or in the order confirmation — that is the window we work to.
• Before dispatch — you can always cancel. A pre-order can be cancelled at any time before it is dispatched, under 2.1(d). Where the delay is on our side — for example, where we cannot meet the estimated dispatch window we stated — you may cancel for a full refund. We will also contact you, tell you what we know, and offer you the choice between accepting a revised date and cancelling for a full refund, without waiting for you to ask.
• After delivery — exception application only. A pre-order is built or reserved against your order, so it does not follow the standard 14-day return route in 2.1. If you want to return a pre-order after it has been delivered, you must submit an exception application, including photographs of the product and of its packaging. EDIKANI's after-sales team decides each application on the merits of the case. Submitting an application does not mean that a return will be accepted, and no refund rate is promised in advance.
• Everything else in this policy applies to pre-orders in the ordinary way — including 2.3 (damaged, defective or missing items), 2.3.1 (error codes) and Section 5 (repair and warranty).

3. Circumstances Where Free Replacement or Refund Is Not Provided

• 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 the product within 7 days of the return label being issued.
• Insufficient evidence of defect (no photos/videos).
• Off-road models. Some of our models are for off-road use only and are not street legal. 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.
• Other circumstances stated in this policy.

4. 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
  • Returns where the customer ordered the wrong item by mistake
  • International returns
  • Unauthorized returns outside the approved process
• Where the item you received does not match your order (wrong model, wrong item, or not as described), EDIKANI bears the return shipping cost.

5. Repair & Warranty Policy

5.1) 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 the component warranty table below.
• 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.
• Parts substitution: EDIKANI reserves the right to use replacement parts, materials, or equipment of equal quality and value that meet EDIKANI's strict standards when necessary.

Component	Warranty period	Notes
Frame	1 year (frame body only)	Labor for transferring components is not included
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

5.2) Obtaining Warranty Service

• Submit a ticket with:
  • Issue description
  • Order number
  • Photos/videos of defect
• Check FAQ/manuals first to save time.
• Products beyond warranty: technical support available, but no free replacement or shipping.

5.3) EDIKANI Response

• Diagnosis within 1 business day, excluding public holidays.
• Guidance may include software updates or remote troubleshooting.
• If problem cannot be resolved remotely and is under warranty, EDIKANI will provide free replacement parts and cover the shipping cost of those 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.

6. Personal Information

• We handle your contact information as described in our Privacy Policy.

7. Product Performance Disclaimer

7.1) 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.

7.2) 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 stated minimum range.

7.3) Water Resistance

• Unless a product page expressly states a water-resistance rating, the product is not water-resistant. Immersion, pressure washing, prolonged rain, or riding through standing water is not covered, and damage caused by water ingress is not a manufacturing defect.
• Where a product page does state a rating, the product is covered only up to that rating. Damage arising from use beyond the stated rating — for example immersion where only splash resistance is stated — is not a defect and does not qualify as a reason for return, exchange or warranty service.

7.4) Climbing Performance

• Any maximum climbing gradient we state is measured under test conditions with a specified rider weight, battery charge, assist level, tire pressure and road surface. Actual climbing ability may be lower depending on rider and cargo weight, slope angle and length, road surface, tire pressure, battery charge, and assist level.
• Being unable to climb a particular slope under your own conditions is not a quality defect and does not qualify as a reason for return or exchange.

7.5) Load Capacity

• The maximum load capacity, including the rider and any cargo, is stated on the product page. Riding or carrying loads above that limit may cause deformation or cracking of the frame, or overheating of the motor, controller or battery.
• Damage or failure resulting from use above the stated maximum load is not a manufacturing defect and is excluded from return, exchange and warranty service.

8. Contact Us

• Email: service@edikani.com
• Response time: we respond to all after-sales enquiries within 1 business day, excluding public holidays.