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2 Years Warranty
15 Days Returns
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      RETURN POLICY

      Return & Refund Policy

      If you are not happy with your purchase with valid reasons (exclude a change of mind), contact our customer service by email within 15 days of receiving the product for a return and refund.

      Guidelines for a return:

      1. If you haven't received the shipping notification, you can cancel or modify this order by contacting our customer service by email. Our customer service will help you cancel or modify the order within 24H after receiving your email. 
      2. If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. 
      3. Do not return or drop off the parcel by yourself through the sender's address. Any product returned without acceptance will not be refunded.
      4. Please email us within 15days after receiving your Eskute delivery if you warrant a return.
      5. Please state the issue you are facing in the email.
      6. Please wait for a reply from our lovely Eskute team, typically within 24 hours.
      7. Meanwhile, please store the Eskute Delivery box in a cool and dry place to prevent it from getting damaged.
      8. Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an Eskute.
      9. Read the "Acceptable Conditions for a Return"

      Acceptable Conditions for a Return

      • Within 15 days after receiving your Eskute bike
      • The bike must be unused, free of dirt, dust, and other fragrances, and in the same packaging and condition as you have received it.¬†
      • Customers are responsible for the cost of the return/exchange if¬†
        1. Customer dislikes the product and returns it;
        2. Other personal reason like "wrong size", "doesn't fit", "no longer needed/wanted" etc.
        3. For return of personal reasons, the shipping fee is born by customer and will be deducted from the refund total. 
        • Eskute will bear all the cost of the return/exchange including shipment fee if¬†
          • There is any major defect found with proof of evidence;
          • Either sent in the form of an image or video through your email to us.
        • Our warranty policy will be in effect upon the receipt of goods. If any minor¬†defective, we will send the parts to customers for free and freight is born by Eskute.¬†We will bear repair cost if the bike repaired by a local shop.¬†
        • Please check our warranty.

        Lost parcel:

        Eskute is responsible for your order delivery. A delivery exception is when a package is temporarily stalled in transit for an unforeseen reason. Even with the most reliable eCommerce order tracking, a lot can happen to a package while it’s in transit. If the tracking info is not updated for more than 3 days or even longer. Please kindly be patient and wait for the delivery. Eskute will always check and push for you. If you don't receive your order within 3 weeks after receiving your shipping confirmation email, then the parcel is considered lost during the transition. Eskute will bear the loss and offer you a full refund. You can reject the parcel if the parcel is finally showing up. Eskute ensures that the customer experience is always a priority.

        WARRANTY COVERAGE

        Accessories Warranty Period Notes
        Electronic Accessories Motor 2 years

        The following 

        conditions are not 

        coverd by the 

        warranty:       

        1. water damage 

        of the battery, 

        motor and 

        controller. 

        2. Manmade 

        damage,

        selfmodification, 

        collision damage 

        of spare parts, etc.         

        3.Tire puncture by 

        sharp objects.

        Controller 2 years
        Battery 2 years
        Charger 1 year
        LCD Screen 6 months
        Switch 6 months
        Front light 3 months
        Basic Accessories Frame 2 years
        Front Fork 1 year
        Handlebar 1 year
        Crank 6 months
        Throttle 6 months
        Pedal 6 months
        Fly Wheel 6 months
        Thumb Shifter 6 months
        Rear Derailleur 6 months
        Brake Disc 3 months
        Tire 3 months
         
        Exceptions
        The warranty will be automatically expired if any unauthorized modification occurs. During the service ordering process, you must notify us of any unauthorized modifications, or any repairs or replacements not performed by Yamee/Eskute that have been made to your product. We will not be responsible for any damage to the product that occurs during the repair process that is a result of any unauthorized modifications or repairs or replacements not performed by Eskute. 
        The warranty will NOT cover the problems caused by any of the following causes. 
        1. Any misuse of the product, such as using the bike for commercial/rental uses, play dangerous act, etc., riding the bike on the abnormal road conditions
        1. Any unauthorized modification to the product, such as disassemble the bike without direction by Eskute, faulty installation, repair, or maintenance by anyone other than Eskute,
        1. The product has been in any accidents, such as traffic accidents
        1. The product has been in extreme environment (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuation or surges of electrical power, lightning, static electricity, fire, acts of God or other external causes 
        1. Anti-rust layer damage caused by misuse (the damage of anti-rust layer can lead to the corrosion and fracture of the parts)

        HOW TO CONTACT 

        For any return or refund, please contact us at support@eskute.co.uk with following information:
        1. Platform of the purchase, such as Amazon, Brand Store, etc. (If purchased on Amazon, Please also include the seller name on your order)
        1. Order number/ID
        1. The email and shipping address you used when placed order
        1. Pictures/Short videos of the problems and a brief description of the problems

        HOW WILL WE RESPOND

        1. Please wait for a reply from our lovely Eskute team, typically within 24 hours.
        2. Meanwhile, please store the Eskute Delivery box in a cool and dry place to prevent it from getting damaged.
        3. Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an Eskute.
        4. We will arrange the exhange within 3 business days. The refund will be made within 2 business days to the customer original payment method.
        REFUND DURATION
        Refunds to credit/debit cards usually take 2-5 business days. However, it can take up to 30 days, depending on the card company involved. If you have paid with a PayPal balance, the money is refunded to your PayPal balance. Please contact Paypal or your credit/debit cards bank for more info about the return payment.