Return & Refund Policy
To ensure a smooth and efficient return or exchange process, please adhere to the following conditions.
Order Cancellation
To cancel an order, please contact us via contact@pedeli.com before the order is shipped. Submitting a cancellation request before shipment does not guarantee that the order will be successfully canceled. If the order is successfully canceled, you will receive a confirmation email.
Once the order has been shipped, we will no longer be able to cancel it. Please wait for the order to be delivered and contact us within 14 days of delivery to obtain a return label. Refusing a shipped order or failing to follow the return procedure may result in the item being lost in transit or rejected by the warehouse due to unregistered returns, which could lead to an inability to process refunds or replacements.
After we receive your returned package and confirm that it is complete, unused, and in good condition, we will process the refund. The deduction for accessories will be item-specific.
Returns
Customers may submit a return request within 30 days of a successful purchase by contacting contact@pedeli.com. Return requests submitted after 30 days of the purchase date will not be approved.
Damaged Packaging
Damage to the external packaging does not equate to an issue with the product itself. Due to the uncertainty and unpredictability of deliveries, we cannot guarantee the integrity of the packaging. We recommend that customers file a claim with the carrier immediately upon noticing any damage to the packaging.
For Non-Quality Issues
If the return is caused by the consumer (e.g., no longer needed, ordered by mistake, etc.), the consumer is responsible for the return shipping cost. The exact return shipping fee depends on the courier service you choose. We will also deduct the original shipping cost incurred when the item was first delivered.
- The bike is new and unused: The buyer is responsible for return shipping costs, and approximately €50 per bike will be deducted from the refund to cover the actual shipping cost.
- The bike has been used: The buyer is responsible for return shipping costs, and approximately €50 per bike will be deducted from the refund to cover the actual shipping cost. Additionally, if the product has been used, such as if it is severely worn and affects secondary sales, we will charge a 20% usage fee.
The electric bike must be returned in the same packaging and condition as it was received. All items included in the original box (e.g., charger, pedals, bell, front and rear reflectors, front light, tools, pump, lock, user manual, etc.) must also be included.
If the return is due to our error (such as receiving a damaged or incorrect product), we will cover the return shipping cost.
For Quality Issues
Full Refund or Free Exchange
Customers are eligible for a full refund with no return shipping fees or handling charges. Alternatively, the customer may exchange the bike for another model without having to pay return shipping fees. Please provide photos and videos of the quality issues for confirmation. Refunds will be issued within 5 working days after receipt and inspection.
Note: If the bike shows no quality issues and the damage is found to be intentional or caused by human factors, return shipping fees will still be charged.
Partial Return Shipping May Apply
Depending on the circumstances, we may charge the buyer for part of the return shipping costs. Please contact our customer service team, and they will determine the appropriate payment method.
Note: If defects or missing parts are reported within 30 days of receipt, we may send replacement parts free of charge based on the specific situation.
Warranty Policy Applies
Relevant warranty services will be provided as outlined in our warranty policy.
Note: For minor defects that do not impact riding safety, such as peeling stickers or slight paint scratches, please contact our customer service team for compensation options.
Customers must obtain prior authorization before returning any item. We recommend returning products in their original packaging. If not available, please use secure packaging to prevent damage during transit. We are not responsible for damages due to improper packaging.
Return Address
90411 Nürnberg
Germany
Segrate, MI 20054
Italy
Non-Returnable / Non-Refundable Items
Certain items cannot be returned or refunded unless there are extreme circumstances involving damage or failure covered under our warranty. These items must receive approval from the company for a return.
Non-refundable items include, but are not limited to:
- Products from unauthorized dealers or individuals
- Items damaged by human factors
- Gift cards
- Insurance
- Non-physical products
Authorization
We are not responsible for shipping costs for items returned without our confirmation. Always initiate a return by contacting us first at contact@pedeli.com.
General Return Process
Initiate a Return
Email us at contact@pedeli.com with relevant photos, videos, and your order number. Our customer service team will assess your return request within 3 business days.
Ship the Item Back
If your return is accepted, we will provide the return address and instructions on how to send your package. Use a shipping method with tracking information and a signature to avoid issues with lost returns. Please wrap the product carefully to avoid damage.
Refund or Exchange
Upon receiving your return, we will inspect the item within 5–15 days. We will then either provide a replacement for an exchange or issue a refund. The refund will be issued within 5 working days after the inspection is completed. You will also receive a refund notification email.
Scope of Application
This return policy applies only to products purchased directly from our official website. Products purchased through other channels (Amazon, offline dealers, etc.) are subject to the warranty policies of the respective sales channels.
We genuinely appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have any questions or need assistance with a return, don't hesitate to contact our customer service team at contact@pedeli.com.
