Return and Refund Policy

We want you to feel confident when purchasing from ANDSKY.

This Return and Refund Policy explains the eligibility requirements, return process, shipping responsibilities, and refund conditions for ANDSKY products.

Nothing in this policy limits any mandatory consumer rights provided by the laws applicable in the customer’s country or region.

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Return Period

Return requests must normally be submitted within 14 days of delivery.

To request a return, contact service@andskyebike.com before sending the product back.

Products returned without prior written authorization may be refused.

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Return Eligibility

To qualify for a customer-initiated return, the product must:

• Be returned within the applicable return period;

• Be unused and unridden, except for reasonable inspection where required by applicable law;

• Be free from dirt, scratches, damage, wear, or modifications;

• Be returned in its original packaging;

• Include all original accessories, chargers, keys, manuals, gifts, and components;

• Include valid proof of purchase;

• Have been purchased directly from an official ANDSKY website.

The customer must provide clear photos or videos showing the condition of the product and packaging before the return is approved.

Approval of a return request does not guarantee approval of the refund. The returned product must first be received and inspected by ANDSKY.

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How to Request a Return

To request a return, email service@andskyebike.com and provide:

• Your full name

• Your order number

• The product model

• The reason for the return

• Photos or videos showing the product’s condition

• Photos of the original packaging

• Any other information requested by our customer service team

If the return is approved, we will provide return instructions and the appropriate return address.

Do not send the product to the address shown on the original shipping label unless instructed by ANDSKY customer service.

ANDSKY is not responsible for products returned without authorization or sent to an incorrect address.

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Customer-Initiated Returns

A return may be considered customer-initiated when it results from a reason unrelated to a confirmed product defect, shipping damage, or an error made by ANDSKY.

Customer-initiated returns include, but are not limited to:

• A change of mind

• An accidental purchase

• Selection of the wrong model, color, size, battery, or product option

• Finding the product unsuitable for personal preferences

• Cancellation after shipment

• Refusal of delivery

• Failure to accept or collect the shipment

• An incorrect or incomplete shipping address provided by the customer

• An unsuccessful delivery caused by the customer being unavailable

• Failure to respond to the carrier’s delivery notifications

• Failure to arrange redelivery or collection

• An unauthorized return to sender

• Another reason unrelated to a confirmed product defect or ANDSKY shipping error

The fees below apply subject to applicable consumer law.

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United States and Canada Returns

For a customer-initiated return in the United States or Canada, the customer is responsible for:

• The original outbound shipping cost incurred by ANDSKY;

• The return shipping cost to send the e-bike back to ANDSKY;

• A 5% non-refundable payment processing fee.

The original outbound and return shipping costs are collectively referred to as the round-trip shipping fee.

United States

Standard round-trip shipping fee: $250 USD per e-bike
Payment processing fee: 5%

Canada

Standard round-trip shipping fee: $350 CAD per e-bike
Payment processing fee: 5%

These amounts will be deducted from the approved refund.

The round-trip shipping fee may apply even when the original order was advertised with free shipping. Free shipping means ANDSKY pays the initial shipping cost for a successfully completed purchase; it does not mean that the shipping service has no actual cost.

If the actual round-trip shipping cost is higher because of a remote destination, repeated delivery attempts, address correction, storage fees, or additional carrier charges, ANDSKY may deduct the documented actual cost where permitted by applicable law.

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United Kingdom Returns

Customers in the United Kingdom may have a legal right to cancel an eligible online purchase within 14 days after delivery without providing a reason.

After notifying ANDSKY of the cancellation, the customer must return the product within the period required by applicable law.

For an eligible return made under the United Kingdom’s statutory cancellation right:

• The customer is responsible for the direct cost of returning the e-bike;

• The estimated return shipping cost is approximately £200 GBP per e-bike;

• The exact return cost may vary depending on location and carrier charges;

• ANDSKY will not deduct a 5% cancellation or payment processing fee where such a deduction is prohibited by law;

• The original standard delivery charge will be refunded where required by law;

• Additional costs for an upgraded or expedited delivery option are not refundable beyond the cost of standard delivery.

The customer may be responsible for any reduction in the product’s value caused by handling beyond what is reasonably necessary to inspect its nature, characteristics, and function.

For returns outside the statutory cancellation right, or where permitted by applicable law, additional costs—including a 5% payment processing fee—may apply.

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European Union Returns

Customers in the European Union may have a legal right to withdraw from an eligible online purchase within 14 days after delivery without providing a reason.

After notifying ANDSKY of the withdrawal, the customer must return the product within the period required by applicable law.

For an eligible return made under the European Union’s statutory right of withdrawal:

• The customer is responsible for the direct cost of returning the e-bike;

• The estimated return shipping cost is approximately €400 EUR per e-bike;

• The exact return cost may vary depending on the destination and carrier charges;

• ANDSKY will not deduct a 5% cancellation or payment processing fee where such a deduction is prohibited by law;

• The original standard delivery charge will be refunded where required by law;

• Additional costs for an upgraded or expedited delivery option are not refundable beyond the cost of standard delivery.

The customer may be responsible for any reduction in the product’s value caused by handling beyond what is reasonably necessary to inspect its nature, characteristics, and function.

For returns outside the statutory right of withdrawal, or where permitted by applicable law, additional costs—including a 5% payment processing fee—may apply.

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Refused, Unclaimed or Undeliverable Shipments

Customers are responsible for:

• Providing a complete and accurate shipping address;

• Monitoring the tracking information;

• Responding to the carrier’s delivery notifications;

• Being available to accept delivery;

• Collecting the shipment within the carrier’s required period.

A shipment may be classified as refused, unclaimed, or undeliverable if:

• The customer refuses delivery;

• The customer provides an incorrect or incomplete address;

• The customer is unavailable after the carrier’s delivery attempts;

• The customer fails to collect the shipment;

• The customer fails to respond to the carrier;

• The customer fails to arrange redelivery;

• The customer requests an unauthorized return to sender;

• Delivery fails for another reason caused by the customer.

If the shipment is returned to ANDSKY for one of these reasons, the customer may request reshipment or cancellation.

Reshipment

If the customer requests reshipment, the customer must pay the applicable reshipping cost before the order is sent again.

The order will only be reshipped after:

• The original shipment has been returned to ANDSKY;

• The returned product has been inspected;

• The customer has confirmed a complete and accurate address;

• The applicable reshipping fee has been paid.

Cancellation

If the customer does not want the order reshipped, it will be treated as a customer-initiated cancellation.

Subject to applicable consumer law, the following standard fees may apply:

United States: $250 USD per e-bike, plus a 5% payment processing fee.

Canada: $350 CAD per e-bike, plus a 5% payment processing fee.

United Kingdom: Direct return cost estimated at £200 GBP per e-bike. Any additional deduction will only apply where permitted by law.

European Union: Direct return cost estimated at €400 EUR per e-bike. Any additional deduction will only apply where permitted by law.

The refund will be processed after the returned product has been received and inspected.

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Damaged, Defective or Incorrect Products

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact service@andskyebike.com within 48 hours of delivery.

Please provide:

• Your order number

• A detailed description of the problem

• Photos or videos showing the issue

• Photos of the shipping box

• A photo of the shipping label

• Photos showing any visible damage

Do not discard the original packaging before the issue has been reviewed.

ANDSKY may provide troubleshooting instructions or request additional photos and videos to identify the cause of the problem.

Depending on the confirmed issue, ANDSKY may provide:

• Replacement parts

• Technical support

• Repair assistance

• Product replacement

• Another appropriate solution

• A refund where required by applicable law

If the return is caused by a confirmed product defect, shipping damage, or an incorrect product sent by ANDSKY, the customer will not be responsible for approved return shipping costs.

A customer’s statutory rights regarding defective or non-conforming products are not limited by this policy.

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Transportation Damage

Shipping damage must be reported within 48 hours of delivery.

Please inspect the shipping box and product before discarding any packaging.

If possible, note visible damage when signing for the shipment.

Claims reported after 48 hours may be more difficult to process with the carrier. This reporting period does not limit any mandatory legal rights that cannot lawfully be excluded.

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Used, Damaged or Incomplete Returns

A returned product may be rejected or subject to a deduction if it:

• Has been ridden beyond reasonable inspection;

• Shows dirt, scratches, wear, damage, or misuse;

• Has been modified or repaired without authorization;

• Is missing original parts, accessories, gifts, keys, charger, or manuals;

• Is not returned in its original packaging;

• Is damaged because of improper return packaging;

• Has a missing, altered, or unreadable serial number.

Where permitted by applicable law, ANDSKY may deduct an amount reflecting the product’s reduced value, missing items, damage, cleaning requirements, repair costs, or replacement packaging.

For United Kingdom and European Union statutory cancellations, any deduction will be limited to the reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

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Return Packaging

The customer is responsible for packaging the returned product safely.

Whenever possible, the product must be returned in its original box with all protective packaging materials.

The customer may be responsible for damage caused by:

• Inadequate packaging

• Missing protective materials

• Loose components inside the box

• Failure to follow the return instructions

Take clear photos of the product and packaging before handing the return to the carrier.

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Accessories, Parts and Promotional Gifts

Accessories and replacement parts must be unused, uninstalled, and returned in their original packaging to qualify for a customer-initiated return, subject to applicable law.

Installed or used accessories and parts may not be eligible for return unless they are defective.

If an e-bike was supplied with free promotional gifts, all gifts must be returned with the e-bike.

If promotional gifts are missing, used, damaged, or not returned, their advertised value may be deducted from the refund where permitted by applicable law.

This section does not limit any mandatory statutory cancellation or defective-product rights.

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Exchanges

Product exchanges require prior written approval from ANDSKY.

If an exchange is requested for a reason unrelated to a confirmed defect or ANDSKY error, the customer may be responsible for:

• Return shipping costs;

• Shipping costs for the replacement product;

• Any difference in product price;

• Applicable payment processing costs where permitted by law.

If an exchange is caused by a confirmed defect or an incorrect product sent by ANDSKY, approved shipping costs will be covered by ANDSKY.

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Refund Processing

After the returned product has been received, ANDSKY will inspect its condition.

If the refund is approved, it will be:

• Issued to the original payment method;

• Processed in the original transaction currency;

• Reduced by applicable shipping costs, processing fees, or value deductions where permitted by law.

For United Kingdom and European Union statutory cancellations, refunds will be processed within the period required by applicable law.

For other approved returns, please allow a reasonable processing period after inspection.

Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

Shipping and payment processing deductions will not apply when prohibited by applicable law.

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Chargebacks and Payment Disputes

If you have a concern regarding your order, contact service@andskyebike.com before opening a chargeback or payment dispute.

We will work with you to investigate the issue and provide an appropriate solution in accordance with this policy and applicable law.

Opening a payment dispute does not replace the return authorization process or remove the customer’s responsibility to return the product when a return is required.

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Policy Consistency

This Return and Refund Policy should be read together with our:

• Shipping Policy

• Warranty Policy

• Terms of Service

If any part of this policy conflicts with mandatory consumer protection law, the applicable mandatory law will take priority.

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Contact Us

To request a return, report a defective product, or ask about a refund, please contact:

Email: service@andskyebike.com

Phone: +1 (213) 589-5726

Customer Service Hours:
Monday–Friday, 9:00 a.m.–6:00 p.m. PST