General Return/Exchange Policy:

• Customers can request a replacement or return within 15 days of receiving the product.
• A 5% processing fee will be charged for returns, but it can be waived for product exchanges.
• Customers must provide a shipping label with tracking to the directed warehouse after approval by email.
• All returns must be in the same packaging and condition as received, including all items in the box.
• Shipping fees for returns are at the customer’s expense.

For Product Defects:

• Keteles will provide tech support and replacement parts for simple issues.
• Keteles will cover the entire repair fee associated with damages.

For Shipping Damages:

• Keteles will provide all necessary parts and cover service costs for shipping damages.

Procedure:

• All returns must be approved before shipping back to Keteles.
• Email: support@keteles.net for approval along with photos of the product prior to shipping.

Shipping:

• Bikes are usually shipped the next business day. Alterations to shipping after shipment may incur a €150 fee.
• Customers are responsible for return shipping costs and safety during transit.

Fees:

• 5% credit card processing fee for order cancellations (waived for bike exchanges).
• €150 shipping & handling fee if the bike has already been shipped.
• Up to a 20% restocking fee, which can be waived for unused products.

Shipping Damage Returns:

• Customers may reject packages with significant shipping damage and contact Keteles with evidence (photos/videos) to resolve issues.

Model Exchanges/Order Modifications:

• Model exchanges are available for e-bikes; new orders must be placed, and return products from the original order must follow the return policy.

Non-Refundable Items:

• Replacement parts, accessories, special orders, used items (except in extreme cases), gift cards, and freebie orders are non-refundable.
• Partner bike stores have their own return policies.

Refund Processing:

• Refunds are processed within 2 days after the product is received and inspected at the warehouse.
• If you don’t receive the refund after 2 days, contact your bank for further details.
• Refunds may take longer to process in some cases.

Discount Codes:

• Items returned with an order using a discount code will have the entire discount code value subtracted from the refund value. Refunds are made after receiving and inspecting the e-bike.