Refund policy

Return & Refund Policy | Fuansy Bikes

Thank you for shopping at Fuansy Bikes. We aim to provide clear, transparent return and refund guidelines to ensure a smooth experience for our customers. This policy applies to all orders placed through our Shopify store and is designed to align with Shopify’s best practices for customer satisfaction and operational efficiency[3].

1. Return Shipping Fees

  • If the return is due to customer reasons (e.g., change of mind, incorrect purchase), the customer is responsible for the return shipping fee. The exact fee depends on the courier service you choose.
  • If the goods are damaged, defective, or incorrect due to our error, we will cover all return shipping costs. You will not be required to bear any freight fees in this case.

2. Order Cancellation (Before & After Shipment)

2.1 Purchased But Not Shipped (Order Cancellation)

If you cancel an order that has not yet been shipped, an 8% processing fee will be deducted from your refund. This fee covers order processing and administrative costs associated with your purchase.

2.2 Pre-Orders / Backorders Cancellations

For all pre-order and backorder items, payment is charged immediately upon order placement—payment will not be delayed, regardless of the estimated shipping date. Any pre-order or backorder cancelled before shipment is eligible for a partial refund only, with the following cancellation fees applied:
  • Cancel within 48 hours of payment: 3% cancellation fee
  • Cancel after 48 hours of payment: 6% cancellation fee

2.3 Shipped But Not Delivered (Cancellation)

If you cancel an order that is already in transit (shipped but not yet delivered), the following fees will be charged:
  • 3% cancellation fee
  • $150 for  ebikes under 70kg, $200 for ebikes above 70kg,  restocking fee (to cover the cost of inspecting, repackaging, and restocking the item)

3. Returns for Delivered & Unused E-Bikes

To be eligible for a return, your e-bike must meet the following criteria, and you must submit a return request within 14 days of delivery—no returns will be accepted after this 14-day window[4]:
  • The e-bike is unused, clean, and free of wear, stains, or odors
  • The e-bike is kept in its original packaging and in the same condition as when received
For eligible returns of unused e-bikes: - You are responsible for the return shipping fee. - A maximum of 15% restocking fee + 15% cancellation fee will be deducted from your refund amount.

4. Returns & Exchanges

To apply for an exchange, the e-bike must be unused, in its original condition, and in its original packaging—exchanges are not available for used or damaged items.
  • Before initiating any exchange process, please contact us at admin@fuansybikes.com to confirm eligibility and next steps.
  • For non-quality issues (e.g., change of mind), you will bear the return shipping fee for the exchange.
  • For confirmed quality problems (e.g., defects, damage caused by us), return shipping for the exchange is free of charge.
  • No exchange service will be provided for non-quality requests after 14 days of receiving your e-bike.

5. Returns for Used E-Bikes

We do not accept returns for used e-bikes, except in cases of severe product failure or functional malfunction that affects normal use.
  • All return requests for used e-bikes must first obtain written approval from our admin team. Please contact us at admin@fuansybikes.com to submit your request and provide details of the issue.
  • Any unauthorized return (without our written consent) will not be eligible for a refund. You will be required to pay additional freight to have the item shipped back to you, or you may choose to abandon the item.
  • Once your return request for a used e-bike is approved and the item passes our inspection, you may choose between an exchange, store credit, or refund. We will provide a pre-paid return shipping label after approval.
  • After sending the return package, please notify us via email at admin@fuansybikes.com and provide the tracking number for easy monitoring.
  • We will process your replacement or refund within 3 business days after receiving and inspecting the returned item.
  • Any unauthorized non-returnable items sent back will be shipped to you immediately, and relevant restocking fees may apply.

6. Non-Returnable Items

The following items are non-returnable, in line with Shopify’s guidelines for final sale and custom items[8]:
  • All e-bike accessories
  • Custom special orders (made to your specific requirements)
  • Used e-bikes (except for severe malfunction approved by our admin team)

7. Late or Missing Refunds

If you do not receive your refund within 3 business days after it is approved, please follow these steps:
  1. First, check your bank account or credit card statement—refunds may take additional processing time depending on your financial institution.
  2. If the issue remains unresolved after checking with your bank or credit card issuer, please contact us via email at admin@fuansybikes.com for assistance.

8. Shipping Damage Claims

If your e-bike arrives damaged during transit, please contact us at admin@fuansybikes.com immediately and provide clear photo or video evidence of the damage. This helps us resolve your claim quickly and efficiently.
Important Note: We do not accept any shipping damage claims more than 7 days after you receive the package. Please inspect your order upon delivery to ensure timely reporting of any damage.