Refund & Return Policy
Please read the following carefully to understand our return and refund policy for all e-bikes sold on joyor.store
(Note: Please keep the original box; Do not damage the box for future returns)
For product defects: JOYOR will do everything possible to serve you and provide technical support to solve simple problems. JOYOR will also provide the necessary spare parts and cover all repair costs associated with the damage.
To be eligible for a return, your item must be in the same condition as when you received it, unworn, unused, or less than 5 km (3 miles) away from the e-bike odometer, with no signs of odor, dirt, dust, etc., and must include all items inside the box (chargers, wrenches, tools, pump gifts, etc.) and original packaging. You'll also need a receipt or proof of purchase.
- Cancel your order
1.1 Before Shipment:
E-bike Order: If you cancel an e-bike order after you have placed it but before we ship it within our shipping period. If a cancellation request is made after shipment, a flat rate of €180 will be deducted from the order amount to cover part of the shipping costs. We are unable to intercept or cancel orders that have already been shipped. If you refuse delivery, we will return your order and refund the purchase price minus €180 to your original payment method. If a customer orders the wrong model and wants to place a new order, there will be no charge once the second order is received.
Support for order cancellation: Consumers can request a cancellation within 2 days of placing an order on our website.
We usually process and ship the order within 1 day of placing it. If the consumer initiates a cancellation request within the specified cancellation period before the order is shipped, the order will be cancelled without incurring any charges.
Please note that once the order has been shipped, cancellation requests will not be accepted and consumers will need to follow our return policy to return the order.
(2) Spare parts orders: We will allow the cancellation of an order if requested by the consumer prior to shipment and within 1 day of the withdrawal period specified on the website.
1.2 After Shipment:
If you request to cancel your order after it has been shipped, you will have to pay a €180 return shipping fee. JOYOR WILL PROVIDE A RETURN LABEL FOR PICKUP WITH THE DESIGNATED CARRIER. If the customer decides to arrange the return independently and has received confirmation from the JOYOR customer service team, it is the customer's responsibility to ensure the safe transportation of the goods and the successful return. Buyers must choose a delivery service with signature confirmation, and we strongly recommend that you add additional shipping insurance to your returned package. JOYOR shall not be liable for any damage, loss, or other occurrence of the merchandise arranged by the customer.
Note: Customers must send an email to JOYOR's customer service team to cancel any order. Once the cancellation request is approved, JOYOR will send a cancellation notification email to the customer. The customer should not send a return package to JOYOR without receiving this notice. JOYOR WILL REJECT ANY PACKAGE THAT DOES NOT ARRIVE ON TIME AND THE CUSTOMER WILL BE RESPONSIBLE FOR ANY ASSOCIATED COSTS OR LOSSES.
2. Returns
For issues that are not related to quality, customers can request an exchange or return within 14 days of receiving the item. You will have to pay €180 for return shipping. Once approved via email, JOYOR will provide a return label for the designated carrier to pick up the return package. Do not ship your e-bike to the warehouse until you have received the correct shipping address from our customer service. As the return address may be different from our shipping or storage address. Please contact us at info@joyor.store for a return address.
3. Shipping damage and problems
The customer can refuse the package due to serious damage to the cargo (affecting the use of functions, causing serious deformation of the main structure of the product, or affecting its normal function in any way) and complain to the shipping company. Please contact us at info@joyor.store and provide photo or video evidence to address missing and severely damaged parts or other quality-related issues. For product defects, we will do everything possible to serve you and provide technical support to solve simple problems. JOYOR will also provide the necessary spare parts and cover all repair costs associated with the damage.
Photos and/or videos are needed as evidence to better understand the problem and resolve it effectively.
Note: The following conditions will be considered minor damage and will not be subject to the free exchange or refund policy: Minor damage to the outer packaging.
(1) There are slight scratches or peeling paint on the product.
(2) Foldable parts are bent due to transportation.
(3) Replaceable bicycle parts on the handlebars.
(4) Parts or consumables are damaged after a period of use.
Note: We work with each bike shop to develop its own return policies and procedures. We do not accept returns for items purchased from bike shops. Please contact the place of purchase to discuss their return policy.
4. Fees and Non-Refundable Items
Rate:
If the bike has already been shipped from the warehouse, the customer will be responsible for paying the return shipping fee of €180. If the packaging of the returned item does not meet specifications and incurs additional shipping costs, the customer will be responsible for these costs.
Non-refundable items:
(1) Spare parts and all accessories.
(2) Damage caused by human factors.
(3) Special Orders.
(4) Used items, unless damaged/defective in extreme circumstances
(5) Gift Cards and Gifts.
Note: Some refunds may take longer to process than others. If you haven't received your refund yet, please contact us at info@joyor.store.