Refund Policy
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
Before initiating a return, please review our Return Policy and contact our Customer Service at Deepower@outlook.com. Please note that we will not accept any returns that have not been pre-approved by our Customer Service team. If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send the package. Please note that DEEPOWER does not cover the shipping costs for customers returning packages on their own.
Returns
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.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO
- Product from Unauthorized Reseller
- The damage is caused by human
- Special order
- Sale items or gift cards
- Giveaways or free items
Return Process*
- Call or email the Deepower customer service team in advance to describe the specific reason for your return. If it is a quality problem, you need to provide clear pictures or videos.
- After receiving your message, the Deepower customer service team will contact you. Please pay attention to answering calls, text messages, and emails.
- After approval by our customer service team, we will provide you with a return label.
- After we receive your returned goods and then check them seriously if it has no broken problem or damage, we will refund you within 3 working days.
Shipping and Handling fee for non-quality issue return:
| E-bikes | $300/pc for a return |
| Chain Lock, Phone Holder, and Mirrors | $15/pc for a return |
| Front and Rear Basket, Front Rack, and Saddlebag, | $20/pc for a return |
| E-bike Batteries | $30/pc for a return |
Exchange for new model
This term is only for the unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer.
| Within 30 days-Same model but different color | $200/pc for the return |
| Within 30 days-Different model | $200/pc for the return and must pay the corresponding price difference |
| Over 30 days | Not allow for an exchange |
REFUND
| 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 |
| About refund difference price | 1. Partial refund of the difference price within 7 days |
| 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.).. |
When can I receive my refund*
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at deepower@outlook.com.
