Cancel, Return & Refund Policy

Cancel

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

All cancellations/returns can only be done by emails to the OULOO support@ouloobikes.com.

To be eligible for a return, the bike must be unopened and in the same packaging and condition that you received it. After our warehouse workers assure there’s no damage, and it could be in stock again when we receive it, the return will move forward to the next step.

Before shipping

Order Cancellation Fee: 5% of the ebike cost. 

If you cancel/return orders that haven’t entered the shipping process yet, 5% of the ebike cost will be charged as a processing fee.

After Shipping

Unused items:

• To be eligible for a return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
• Customers are responsible for return shipping costs.
• You will be charged up to a 25% restocking fee. (withheld from refund)

Used items:

Before a return is sent, the customer must have written approval of said return from OULOO. If a customer sends a return without the written consent of OULOO, a refund will not be issued and the customer will have to pay for shipping to get the item returned, or sacrifice the item.

If delivery fail due to customer’s wrong shipping address, customer need to pay extra $300 for fail delivery shipping cost.

Return

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Guidelines for a return:

a. Do not return or drop off the parcel by yourself through the sender’s address. Any product returned without acceptance will not be refunded.

b. Please email us the order ID, the email and shipping address you used when placed the order, pictures/short videos of the problems and a brief description of the problems at support@ouloobikes.com.

c. Meanwhile, please store the OULOO Delivery box in a cool and dry place to prevent it from getting damaged.

d. Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an OULOO.

Returns are not allowed after 30 days of the delivery date.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the ebike must have less than ten (10) miles on the odometer,  it and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the receipt or proof of purchase.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start a return, you can contact us at support@ouloobikes.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. OULOO is not responsible for the shipping cost of the package returned by the customers themselves.

You can always contact us for any return question at support@ouloobikes.com.

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. Sale items or gift cards
5. Giveaways or free items

Shipping and handling fee for non-quality issue return:

Exchange for new model(Only for Non-quality Products)

This term is only for the unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer.

Refund

OULOO Refund Terms Quality issues Accept full refund & partial refund
Receive wrong goods FREE to exchange or full refund
Damaged or missing accessories Free to send accessories or accept a partial refund
The package cannot be delivered or missing Accept free resend or full refund
The customer cancels the order before the package is shipped 5% of the total amount will be deducted as a processing fee
The customer cancels the order after the package is shipped Customers need to pay $200 shipping charge per bike(Deduct $200/item when making refund)
About refund difference price 1. Partial refund of the difference price within 7 days
2. Not acceptable(can send gift) over 7 days
Note: HeyBike has the right to organize any event promotion
Change delivery address Customers need to pay an extra $20 per item
Customers refuse to accept the package $200 shipping charge per item or the customer needs to pay an extra $200 for resend
Quality Issues Refund 1. Within 30 days: Free return or exchange for defective products. Shipping fee can not be refunded
2. Over 30 days: Return is not acceptable; Accept exchange new product or partial refund.
Must take a photo of the item in its original packaging to share with our Product Support team.
Non-quality Issues Refund Only refund within 30 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.) We will deduct the shipping fee of $200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. $15/pc will be deducted for phone holder, chain lock and mirrors’ return shipment; $20/pc for baskets and saddlebags; $30/pc for e-bike batteries.
Quality Issues Reimbursement If you believe your item is defective and was purchased within the last 2 years from our authorized dealer, please contact us at support@ouloobikes.com, and provide photos or videos that containing the actual defects, as there may be a simple fix for your problem. OULOO support team could provide you with technical solutions. If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness. Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii)the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. OULOO reserves the right to determine between defective products and normal wear and tear.

For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.

After this time, we will refund within 3 business days.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please understand it may take time for your bank or credit card company to process and post the refund, too.

How can I get the replacement/refund.

If you confirm that you want to return and request a replacement or return for a refund, you can contact with our support team for a return label, we will refund or send the replacement out after we received the returned parcel.