Política de reembolso

At Youlon, customer satisfaction is at the heart of everything we do. For any questions about returns, exchanges, or warranty services, our customer support team is here to help.

To initiate any return, exchange, or refund, you must contact us at YoulonRideService@163.com with your order number, reason for return, and clear photos/videos of the product. We will not accept any returned products without a prior approved return application and an official return authorization.

1. Order Cancellation & Modification

  • Before Shipment: Cancellations made before the package is shipped are eligible for a full, unconditional refund.

  • After Shipment (In Transit): Once the product is shipped, the delivery address cannot be changed. Order interceptions will incur a $25 interception fee, and successful interception is not guaranteed.

  • Failed Interception: If the interception fails, the customer may return the product after delivery. The customer will be responsible for the return shipping fee, and a 10% restocking fee will be deducted from the refund.

  • Package Refusal: If a customer rejects or refuses delivery of a shipped package without prior authorization, a $300 shipping penalty will be deducted from the refund, or the customer must pay an additional $300 to arrange for reshipment.

2. 30-Day Return Policy

If you wish to return your e-bike, you must contact our customer service within 30 days of receiving the product.

  • Condition Requirements: The e-bike must be strictly unused, free of dust, stains, scratches, or odors, and have an odometer reading of less than 10 miles.

  • Packaging: All returns must include the original packaging materials and the shipping box. All original items (chargers, batteries, keys, hardware kits, etc.) must be included.

  • Return Shipping Fees: For returns unrelated to product quality (e.g., buyer's remorse), the customer is responsible for a return shipping fee ranging from $50 to $150.

3. 15-Day Replacement Process

  • Quality Issues: If you receive a defective or incorrect product, contact us within 15 days of receipt. After our technical team verifies the defect, we will issue a free return shipping label. Once the defective unit is inspected at our U.S. warehouse, we will ship a replacement. If out of stock, a full refund will be provided. Necessary repair accessories will be sent free of charge.

  • Non-Quality Issues: If you request an exchange for preference reasons within 15 days, the product must meet the "Condition Requirements" above. You will be responsible for a replacement shipping fee of $50 to $150.

  • Over 30 Days: No product replacements or returns will be accepted under any circumstances after 30 days from the date of delivery.

4. Exceptions & Non-Returnable Items (Disclaimer)

To ensure compliance with U.S. transportation regulations and maintain product integrity, Youlon will not accept returns or refunds under the following circumstances:

  • Excessive Wear & Commercial Use: E-bikes ridden for more than 10 miles, showing visible wear and tear, or used for commercial purposes (e.g., food delivery, rentals).

  • Modifications & Unauthorized Repairs: Any e-bike that has been electronically modified to bypass factory speed limiters, tampered motor controllers (e.g., modifying 1000W-4000W systems), or installed with aftermarket parts that alter original engineering (e.g., swapping factory hydraulic disc brakes with unapproved third-party parts).

  • Battery Mishandling: E-bikes or batteries showing water damage beyond the IP rating, or damage caused by extreme temperatures and unauthorized third-party chargers.

  • Cosmetic Shipping Damage: Minor cosmetic wear during transit (light scratches, scuffs) does not qualify for a full refund or return. Please report this within 72 hours with photos, and we will provide touch-up paint or free replacement parts under warranty.

  • Post-Delivery Theft: Once the carrier updates the tracking to "Delivered," Youlon’s liability ends. We do not refund or replace packages stolen from porches or misplaced after confirmed delivery.

  • Final Sale Items: All separately purchased accessories (unless defective upon arrival), custom-ordered products, clearance items, and promotional free gifts are non-returnable.

5. Packaging Requirements & Deduction Fees

Due to strict U.S. Department of Transportation (DOT) HAZMAT guidelines for shipping Class 9 hazardous materials (lithium-ion batteries), customers must retain the original shipping box. If a return is approved, it must be shipped back securely.

  • If the original packaging or shipping box is discarded, the customer automatically forfeits the right to return the product.

  • If a returned product is severely damaged in transit back to us due to improper customer packaging, a 40% handling fee will be deducted from the refund.

  • If a returned product arrives without a box or in non-compliant packaging, a 60% handling fee will be deducted, or the return may be rejected entirely.

  • Missing accessories in a return will result in the retail value of those items being deducted from the refund.

6. Refund Processing Time

Both return and exchange processes require the product to arrive at our U.S. warehouse for a physical inspection before further steps are taken. Please allow 3-6 business days for our team to process the item after receipt. Once processed and approved, refunds will be issued to the original payment method:

  • PayPal Accounts: Up to 48 hours.

  • Credit Cards: 3 to 14 business days (depending on your bank).