Return Policy

Refunds for cancelled orders that have not shipped

You can cancel your order before it is transmitted to the warehouse and receive a full refund. There is an exception for UK orders. Due to delays in the UK warehouse system, the parcel tracking number will not be updated until 2 working days after delivery. Before canceling an order, please contact service@fiido.com to confirm that the order has been transmitted to the warehouse. Please refer to the confirmation information by email.

If an order is canceled or refused after it has been shipped, you are responsible for return shipping charges both ways (depending on model and shipping cost). Please see the return shipping rates table below.
We are unable to intercept or cancel orders that have been transmitted to the warehouse. We hope you understand this.

Please note that logistics information for Q series or other items shipped from China (including e-bikes, e-scooters, and accessories) may not be updated until they are shipped to your region. If you would like to cancel your order, please contact service@fiido.com to confirm. We will cancel the order for you when we confirm that the package has not been shipped. If the package has been shipped, we cannot cancel the order for you.

 

Refunds for orders returned/refused (package shipped)

If an order is returned to the sender because no one has signed for it or you reject the package, you will be responsible for paying the return shipping charges. Kindly refer to the return shipping rates table below.

 

For orders already received by the customer

1. To return a new bike:

The customer can return the new bike within 30 days of receiving it. The bike must be in new condition and unopened in its original packaging. The customer will be responsible for paying return shipping costs both ways. Please see the return shipping rates table below. Return shipping charges will be deducted from your refund amount.

2. To return a used bike:

Customers may return any ridden bike within 30 days of receiving the bike as long as the bike has less than 20 miles on the odometer. Customers will be responsible for paying two-way return shipping charges (see the return shipping rates table below) and a depreciation charge equal to 30% of the original purchase price of the bike. Return shipping and depreciation charges will be deducted from your refund amount.

3. To return accessories or batteries:

Please contact service@fiido.com to confirm compatibility before purchasing accessories and batteries.

We do not accept returns on any accessories or batteries that have been unboxed and used.

The customer may return brand new accessories and batteries within 7 days of receiving them. The accessories or batteries must be unopened in their original packaging. The customer will be responsible for paying the return shipping charges for the accessories or batteries both ways (see the return shipping rates table below), which will be deducted from the refund amount.

 

Return process

For a valid return and to receive a refund, it is necessary to initiate a return request through service@fiido.com

Contact service@fiido.com to initiate a return request and provide video and photos of all packaging and items.

Once we receive your return request, we will review the return request based on the order and merchandise.

Obtain the shipping label provided by service@fiido.com to send back the item(s) approved for return. (In special circumstances, customers will need to send it back themselves.)

Refunds will be processed after the ebike or accessory has been received and inspected. We are unable to process refunds if the package is still in transit.
Refunds will be made to the customer's original payment account within 7 business days after being checked for accuracy. (For returned items that were ordered using a discount code, the refund amount will be reduced by the amount of the entire discount code, regardless of whether one e-bike, multiple e-bikes, or just accessories are returned.)

If you receive a product that is not what you ordered, please email us to request an exchange. The exchange will be processed as soon as the original goods are returned.

 

Return shipping rates table

US

$ 50 one-way, $100 two-way: D3Pro, L3, K1
$ 100 one-way, $200 two-way: C11, C21, C22, D11, X, Q1S, Q2
$ 150 one-way, $300 two-way: M1Pro, Titan, T1Pro, T2
Two-way for accessories: 30% of original purchase price

EU
Exchange of currencies in euros in accordance with United States fees

UK
£40 one-way, £80 both ways: D3Pro, L3, K1
£100 one-way, £200 two-way: C11, C21, C22, D11, X, Q1S, Q2
£150 one-way, £300 two-way: M1Pro, Titan, T1Pro, T2
Two-way for accessories: 30% of original purchase price

Canada
$100 one way, $200 both ways: D3Pro, L3, K1
$150 one way, $300 both ways: C11, C21, C22, D11, X, Q1S, Q2
$200 one way, $400 both ways: M1Pro, Titan, T1Pro, T2
Two-way for accessories: 30% of original purchase price


If you have any questions about our return policy, please feel free to email us at service@fiido.com.