Return & Refund Policy
Please read the following carefully to understand our returns policy applicable to all components, accessories and ebikes sold by Aniioki.
Returns, Refunds, And Restocking Fees
After your E-bike is delivered, you can start a return process within 30 days of delivery. We do not accept returns after 30 days. Before starting a return process, the customer needs to contact sales@aniioki.com to get approval for the return. We will not accept returns without permission from Aniioki.
Cancellation of Order Before Shipment
You may cancel an order by contacting us via email or telephone, per the “Contact Us” section below. Cancellation is not valid until you receive a confirmation from our support team.
We always trying to fulfill the orders for our customers as quickly as possible, so we cannot guarantee that every cancel request can be done. We will try our best to hold or recall the shipment for you. But please kindly be aware that there is a possibility of failing. If we hold the shipment successfully, we will help cancel the order as per the customer's request.
*Notice:
1) No processing fee will be charged if the shipment has not been processed.
2) A tracking number for a shipment indicates the products were packed and prepared to be picked up by the carrier. In this circumstance, we can not deal with a cancellation request.
3) A 6% processing fee will be charged if you file a cancellation request after 12 hours after you placed the order, even if the tracking number is not available. Please kindly understand that we have our employees packaging the shipment immediately once they get the order in the system. So the processing fee is charged for their labor.
Order modification
1) Please refer to our cancellation policy to modify an order before the products were shipped.
2) We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email.
3) If you want to change to another bike model after you received the first bike, you will be required to pay for the round trip costs of $300 USD. Aniioki will provide a return shipping label, and the designated transport company will collect the return package. The replacement bike will be shipped after the returned bike arrives in the Aniioki warehouse.
Return & Refund
For Bikes & Accessories Quality Issues
1) If you believe your Aniioki has a quality issue, your first point of contact should be where you purchased the products. If you purchased directly from Aniioki, all claims to your order must be made through Aniioki and submitted to sales@aniioki.com.
2) Due to quality problems, the customer does not need to bear the return shipping fee for the return of the electric bicycle that cannot be ridden normally.
3) Proof of purchase and photos or videos to demonstrate the quality issue is required to be submitted alongside any free return request. Before making a free return claim, you are encouraged to contact the support team of Aniioki via sales@aniioki.com, as there may be a simple fix for the problem that does not necessitate filing a return request.
4) *Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
a. Minor damage to the outer packaging.
b. Minor scratches or paint loss on the product.
c. Damage to parts or wearing parts after excessive use.
d. Damage to parts or wearing parts after using for a certain while or a certain number of times.
e. For an issue that can be solved with replacement parts or simple adjustments, we don't offer a free exchange service and free shipping label.
Return & Refund Terms for Bikes
1) Ebikes returned in a used condition may be returned within 30 days of purchase subject to the return shipping charges and a restocking fee in the amount of fifty percent (50%) of the purchase price. Items must be in perfect condition. The mileage on electric bikes must be under twenty (20) miles.
2) If the customer asks for an RS label from Aniioki, please kindly cooperate to pack the bike within a standard rectangular box and provide the accurate box size. It would be much appreciated to use an original Aniioki box and do not add any extra strap to the outer box, otherwise, the carrier will impose a fine of around $1200 for different sizes or a scan error from the shipping label. If the customer lied about the package size and caused such charges, we will have to lay half of this charge on the customer.
3) To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.
4) No further disassembly of any part of the original bike should be done until the official support team has diagnosed that there is a problem with the part. If the customer disassembles some parts by himself or herself and then reports to the after-sales team that the part cannot be used normally, Aniioki will not be responsible for the warranty of this part in principle. Products that have been further disassembled without authorization are no longer eligible for return. Aniioki will try our best to provide repair parts and professional technical support for customers.
5) If you encounter problems about our electric bicycles, please feel free to contact us and we will actively handle the problem for you. If you decide to directly initiate a chargeback or dispute, you will no longer enjoy the one-year warranty service.
Return & Refund Terms for Accessories
1) The following items cannot be returned or exchanged except for quality issues:
a. Free Accessories
b. Batteries (Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumers' ability to return batteries via shipping carriers.
c. Discounted items
We're sure that you'll love your Aniioki accessories but in case you change your mind we're pleased to offer a return&refund within 7 days from the day you receive it.
2) We will accept returns and exchanges of items that meet the return criteria below.
a. Repack the returned or exchanged products in the original packing.
b. No distinctive use trace.
c. The return shipping cost should afford by the buyer if there is no quality issue with the product.
*Dissatisfaction with the practical use belongs to the customer's personal experience problem, the return shipping cost should afford by the buyer.
d. Please kindly be aware that return accessories should be sent out within 7 days after you receive them. Otherwise, the warehouse could not re-storage them and we can not handle a refund.
e. You can return the item to our warehouse if the product is qualified to return, the support team will provide the return address and we will issue a refund for you after receiving your return.
f. Please kindly be aware that the shipment details should be provided immediately once you send the return out.A return may get lost if no one has been notified to take care of it. In this circumstance, Aniioki is unable to offer further assistance with a refund.
*If you arrange your own return
1) If a customer decided to arrange the return shipment by himself and the request has been confirmed by the Aniioki customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Aniioki will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
2) The customer needs to email Aniioki’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Aniioki will email the customer a cancellation notification email. The customer shall not send a return package to Aniioki without receiving a notification. Aniioki will reject all shipments without being scheduled to arrive, and the customer is responsible for any related fee or loss.
Refused Shipments--Flat Fee
If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $300 to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $300.
Refund
Once our warehouse has received the returned product(s) and confirmed which meets our return condition, we will deduct any applicable fee and send the remaining refund back to the customer through the original payment method.
Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after the 5 business days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at sales@aniioki.com if the refund has not received after 10 business days.
Orders Flagged as Fraud
If your order is flagged by our system as a high risk of fraud, we reserve the right to refuse to fulfill and refund your order. If you feel that a refund was made by mistake, please contact us.
Return address
Contact: Andy
Contact number: 3236577777
Warehouse address: 4001 Greystone Dr Ontario CA 91761
Price Match Policy
You must purchase the item from our website before requesting your price match guarantee. Our price match guarantee covers new electric bicycles (excludes demo, clearance and open-box items).
About refund difference price
- Partial refund of the difference price within 7 days
- Not acceptable(can send free gift) over 7 days
Contact US
If you have questions about this Agreement, or if you have technical questions about the operation of our Services, please contact us:
By email: sales@aniioki.com
Via our website: https://aniioki-uk.com/pages/contact-us
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.