Return & Refund Policy
At YOCLES, your satisfaction with every purchase is our top priority. If you’re not fully happy with your order, we offer clear return and refund options. Please review the following terms carefully to understand eligibility, fees, and steps.
1. Order Cancellation
You may cancel your order under the following conditions, with different terms based on shipping status:
● Before Shipping: Full refund is available for orders canceled before they are dispatched.
● After Shipping (Not Delivered): If your order has shipped but not yet arrived, you can refuse the package upon delivery. A 10% return fee will be applied to your refund in this case.
● After Delivery: Once the package is delivered, cancellation requests will be treated as returns (see Section 2 for details).
Note: To cancel an order, contact our customer service within 24 hours of placement. Additional fees may apply if cancellation is requested after shipping.
2. Return & Refund Eligibility
Returns are categorized by non-quality issues and quality issues, with specific terms for each:
A. Non-Quality Issues
Accessories cannot be returned for non-quality reasons (e.g., change of mind).
For e-bikes:
● Unused E-Bikes (Within 14 Days of Receipt): Eligible for return if the product is in original packaging and unused. A 5% return fee will be deducted from your refund.
Return shipping costs for non-quality issues are the responsibility of the customer.
● Used E-Bikes (Within 30 Days of Receipt): Accepted only if total mileage does not exceed 5km. A 15% return fee (Based on product condition/usage) applies, and you cover the return shipping.
● After 30 Days: No returns or exchanges are accepted for non-quality issues. Requests submitted after this period will not be processed.
B. Quality Issues
● Within 30 Days of Receipt: Free returns or exchanges are offered for e-bikes with quality defects. We cover return shipping or replacement costs. The product must be returned in original packaging (including all accessories).
● After 30 Days (Within Warranty Period): Returns/exchanges are not available, but you can use our one year warranty for repairs or parts replacement. We cover the shipping costs for replacement parts or repair services during this period.
Note: Separately purchased accessories are not covered by the warranty and cannot be returned after the 30-day quality return window.
3. How to Apply for a Return/Exchange
Please follow these steps to start a return or exchange:
● Contact the Customer Service: Provide your order number and details of your request. For quality issues, include photos/videos of the defect to confirm eligibility.
● Obtain RMA Authorization: After we verify your request, you will receive a Return Merchandise Authorization (RMA) number and shipping instructions.
● Ship the Product Back: Send the item (in original condition/packaging) to the address provided with your RMA number.
● Inspection & Processing: Once we receive and inspect the product, we will process your refund or exchange according to the returned ebike's status.
4. Refund Processing
● Refund Method: Refunds are issued to the original payment method used for the purchase.
● Processing Time: Allow 5–10 business days for the refund to reflect in your account after we approve it.
● Deductions: Any applicable return fees or return shipping costs (for non-quality issues) will be subtracted from the refund amount.
5. Additional Notes
● For quality-related returns/exchanges, you must first confirm the issue with our customer service (via photos/videos) — we will only arrange returns/exchanges after verification.
● All return/exchange requests must be submitted within 30 days of receiving your order.
● For questions or further assistance, email us at service@yocles.com. Our business hours are Monday–Friday, 9:00 AM–6:00 PM (closed on weekends and holidays).