Widerrufsrecht

Order Cancellation

If you wish to cancel your order, please contact us at service@goneobike.com promptly after placing the order. The cancellation fee policy is as follows:

If your order has already been shipped, a $180 processing fee will be deducted from your refund.

Detailed handling fees for other products will be provided separately.

Exchange Policy

Before Shipping

Free replacement is available for products of the same price. If you wish to exchange for a different model, you will be responsible for covering the price difference between the original and new products.

Shipped but Not Received

Exchanges are not allowed once the package has been successfully shipped.

Delivered (Exchanges Accepted Within 14 Days Only)

To be eligible for an exchange, the e-bike must be unworn, with an odometer reading of less than ten (10) miles, and free from dirt, dust, or odors.

Customers are responsible for the following return shipping costs:

• $180 for the e-bike

• $30 for accessories

• $100 for the battery

If you wish to exchange for a different model, you will be responsible for both the $180 shipping fee and the price difference between the products.

Return Policy

After your e-bike is delivered, you may initiate a return within 14 days of delivery. Returns will not be accepted after this 14-day window. Before starting the return process, you must contact service@goneobike.com to obtain approval from GONEO. Unauthorized returns will not be accepted.

Items Eligible for Return

To initiate a return, the e-bike must be unworn, with an odometer reading of less than ten (10) miles, and free from dirt, dust, and odors.

GONEO will provide the shipping label for returns. Please ensure the products are properly packed in advance and do not ship them before receiving the shipping label from us.

Customers are responsible for the $180 return shipping fee.

Used Items

All second-hand or used items are non-returnable.

Damages and Issues

If the product is defective or damaged upon receipt, please send photos or videos of the damage to customer service within 7 days of delivery. Damaged parts will be replaced or compensated accordingly, and GONEO will cover all return (or exchange) shipping costs.

For non-quality-related returns, customers will be responsible for all return shipping costs.

Returns will not be accepted for used goods, batteries, special orders, sale items, gift cards, or gift orders, except in extreme cases of breakage or malfunction covered under our warranty.

For any questions regarding returns, you may contact us at service@goneobike.com at any time.

NOTICE

If your return or exchange request is approved by GONEO, you will receive either a new product or a refund. GONEO will provide the shipping label; please do not ship the items on your own before receiving the label.

After returning the items, please send us a notification with the tracking number. Once we receive and inspect your return, we will process the replacement or refund as soon as possible. If the returned items do not meet the above requirements, we will not accept the return and will send the items back to you immediately with a notification. Please note that a 25% restocking fee may apply to unauthorized returns.

For returned or exchanged items, we require 3-6 business days from the date of receipt to process the solution.

After the processing period, the refund will take 7-15 business days to reflect in your account (processing time may vary by bank).

We will notify you once we have received and inspected your return, and inform you whether the refund has been approved. If approved, the refund will be automatically credited to your original payment method. Please note that your bank or credit card company may require additional time to process and post the refund.