Returns Policy

Free Replacement Conditions

NAPUNE offers free returns and exchanges for products delivered within 15 days and with less than 10 miles of riding distance, under the following conditions:

  • Quality issues: Products that, after following the correct installation methods, still experience issues affecting normal use.
  • Severe damage caused by shipping: Products where the main structure has been significantly deformed during shipping, affecting normal functionality in any way.
  • Incorrect items sent by NAPUNE: We will offer a full refund or send a replacement item (if applicable and available). NAPUNE will decide whether you need to return the incorrect product and will reimburse the return shipping cost once the returned item is received.

To better understand the issue and resolve it effectively, please contact us via support@napunebikes.com and provide photos and/or videos as evidence.

Please note: The following situations will be considered normal and are not eligible for free returns or exchanges:

  • Slight damage to the outer packaging.
  • Minor scratches or paint chips on the product.
  • Damage to parts or consumables due to excessive use.
  • Damage to parts or consumables after some usage or a certain number of uses.
  • Items lost after customer has signed for them.
  • Customer assumes shipping costs.

 

Customer Responsibility for Return Shipping Costs

For electric bicycles, we allow returns of any new, unused items within 15 days of receipt. The buyer is responsible for arranging and paying any return shipping costs, which may vary depending on the chosen shipping company. If the customer requests a return label from NAPUNE, the buyer will need to pay the additional return shipping fee.

 

Customer Responsibility for Shipping and Additional Fees: Return of Used Items

 Any used items that are returned and have no quality issues can be returned within 15 days. The customer is responsible for arranging and paying return shipping costs. NAPUNE will charge a 30% restocking fee based on the purchase price (deducted from the refund). The exact fee may vary depending on the shipping company chosen. If the customer requests a return label from NAPUNE, the buyer will need to pay the additional return shipping fee.

To qualify for a return, the customer must meet the following conditions:

  • Must be in like-new condition, without dirt, dust, or odors.
  • Must be in the original packaging (including all cardboard and foam) and in the same condition as when received.
  • Must include all items from the original box (charger, keys, hardware, etc.).
  • The electric bicycle's odometer should show less than 10 miles.

For accessories: Any returned accessories or replacement parts must be unused, without wear, dirt, dust, odors, or other signs of use. The item must be sealed and unopened, with packaging and condition the same as when received. We will charge a $20 handling and restocking fee per item (deducted from the refund). The buyer is responsible for arranging and paying return shipping costs, which may vary depending on the chosen carrier.

Please note: If the customer chooses to arrange the return themselves and the request has been confirmed by NAPUNE's customer service team, the customer is responsible for ensuring the safe shipment and successful return. The buyer must choose a service with signature confirmation, and we strongly recommend purchasing additional shipping insurance for the return package. NAPUNE is not responsible for any damage, loss, or accidents that occur during shipping if the customer arranges the return.

 

Non-returnable Items:

  • Electric bicycles delivered more than 15 days ago or used for over 10 miles cannot be returned and will follow our warranty policy.
  • Used products, batteries, special orders, discounted items, and promotional gift items cannot be returned, except in cases of extreme damage or failure covered under our warranty, and only if approved by us prior to return.