Return&Refund Policy
1. What is the time limit for returning goods?
If the product is in its original packaging, undamaged, and unused, you can return your bicycle within 14 days of receiving it.
2. What are the conditions for returning goods?
It must be unused.
It must have all the original tags and packaging.
You must provide a receipt or proof of purchase. If you have lost the original packaging, you can purchase a new box from us for around $120. We will arrange for a pick-up within 3-5 working days. We strongly advise you to keep the original packaging for 14 days after receiving the product. Shipping fees are not refundable
3. Return within 14 days for any reason: All items must be returned in their original packaging and operated according to our assembly and protection instructions.
Used items:
Items returned in a used condition can be returned within 30 days of purchase, but you will have to pay the return shipping fees (based on actual costs) and 50% of the purchase price, as we will not be able to resell the product. The item must not be damaged, and the electric bike odometer must show less than 20 miles.
Refused items:
We cannot change, intercept, or cancel orders that have already been shipped. If you refuse to accept delivery, you will be responsible for paying the shipping fees.
Unopened returns:
If you return an item without opening it, we will charge shipping fees (if we arrange for delivery). If any item is lost or damaged, we will charge for any possible damages. Be sure to take pictures of the packaging before returning the item.
Opened but unused returns:
If you return an item after opening it but without using it, we will charge shipping fees (if we arrange for delivery) and a $99 repackaging fee, as well as refurbishment compensation for any parts with signs of use or damage. Note that scratches or dents on the surface cannot be repaired, so be careful when testing the electric bike.
Damaged/defective products received:
Damaged/defective products refer to functional or structural defects discovered upon arrival that hinder the product's normal use. Be sure to test the product immediately upon receipt. If you report a DOA situation within 14 days of receiving the product, JOIEEM will accept a free return or exchange, or our warranty will provide you with thoughtful service.
Returns of accessories:
Accessories or spare parts purchased on our website can be returned within 14 days of delivery, provided that the product is unused, sealed in its original packaging, and in resellable condition. The item will be refunded within 48 hours of receipt at our warehouse. Accessories that come with the bicycle in the accessory box (such as reflectors, chargers, etc.) or accessories pre-installed on the bicycle (such as kickstands) do not need to follow this process. These accessories can be simply returned with the bicycle in the way you received it.
4.What is the return process?
Contact customer service and fill out the return form, which should be sent to support@joieem.com
Required information:
Five photos of your bicycle: right, left, top, front, and back. Please take the photos in good lighting to help us evaluate any damage.
Pack the bicycle into a box. If you have discarded the box, we can send you a new one for $90. Before packing the bicycle into the box, be sure to clean it with a damp cloth and protect the seat and all accessories by wrapping them in plastic bags.
5.How long does it take to process a refund?
Once we receive the bike, we will inspect it for any damage, contamination, wear, or missing parts. The refund will be credited to your account within 14 working days, and the refund amount will be the total amount minus the return shipping fee and any related packaging and value loss fees (proportional).
6.Disclaimer and notes
Refusal of delivery is considered a return, and a return shipping fee will be charged.
Packaging and Protection
To prevent secondary damage, all items must be returned in their original packaging and operated according to our fixed and protective instructions. Please keep the original packaging within the arrival period. If you have lost it, the cost will be borne by you.
Risks on the road
Any loss or damage caused during the return process due to improper packaging or logistics suppliers will be the responsibility of the customer. We will carefully inspect the received package and report the damage assessment results.
Unofficial channels for purchases
Please note that each of our distributors, dealers, partner bike stores, or other e-commerce platforms have their own return policies and procedures. We do not accept returns for goods purchased from other channels. Please contact the purchase location for their return/exchange policies.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.