Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. We stand by the highest quality of our electric bicycles and accessories.
To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. However, this does not apply to the defective item (see Warranty for defective item).
None of these rules affects your statutory rights.
2. Return Within 14 Days:
To start a return, you can contact us at firstname.lastname@example.org. You can indicate your intent to return within 14 days of receiving your item. If your return is accepted, you have a further 14 days after indicating your intent to return the items purchased to our specified address.
3. Returning Cost
Please note, you are responsible for any returning cost incurred such as courier service for returning the item due to change of mind. The package received must be in its original package and shall not damage in any way.
CIRGO shall replace defective or cosmetic damage item and cover the returning cost incurred.
4. Payment Refund
We will notify you once we have received and inspected your return according to the possible resale value, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method according to the possible resale value. The value loss of the returned item will be calculated, and any such loss of value will be deducted from the refund amount to you.
We aim to refund you within 3 working days from the date on which we receive the returned item to the specified address by way of the original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
FAQs for Returns & Refund eligibility
A1: To be eligible for a return, the item must be in the same condition that you received it, unopened, unused, with tags, and in its original packaging. Please notify us at email@example.com within 14 days of receiving the goods and provide the receipt or proof of purchase.
A2: You must return the goods within 14 days of notifying CIRGO of your intention to return. Please note that you are responsible for any returning costs incurred, such as courier service fees. Make sure the package is in its original condition and not damaged in any way.
A3: Once CIRGO receive the returned item, we will inspect it thoroughly. We aim to provide a full refund to the original payment method within 3 working days. However, if the box has been opened or tampered with, we will refund the original payment method according to the possible resale value.
A4: Please report any signs of cosmetic damage to firstname.lastname@example.org within 48 hours of receiving the goods. We require you to complete a mandatory standard procedure, which involves providing media such as photos and videos of the damage, along with the odometer reading.
A5: CIRGO will either compensate you for the cosmetic damage or replace the goods.
A6: If you notice any signs of a defective item within 14 days of receiving the goods, please report it to email@example.com along with the receipt or proof of purchase. Faulty goods due to manufacturing faults will be replaced, or you will receive a full refund.
A7: No, any mechanical or component failures due to inaccurate assembly are not entitled to a refund.