CANCELLATION OF AN ORDER
When placing an order, your credit or debit card will be charged immediately, including pre-orders. All payments will be collected without delay, irrespective of the item's shipping date.
Order Cancellations Following Shipping:
Customers who wish to cancel orders after they have been shipped are subject to a 15% cancellation fee. Additionally, the customer is responsible for arranging the return shipping themselves.
Customers must contact Perraro's customer service team to cancel an order via email. Once the cancellation request is approved, Perraro will send a cancellation notification to the customer via email. To return a package to Perraro, customers must receive notification from the company. Perraro will reject shipments without a scheduled arrival date, and the customer will be responsible for any associated fees.
CHANGES TO AN ORDER
Please refer to our shipping policy if an order needs to be modified before delivery.
No changes can be made after the order has been delivered to the customer. Please contact customer service in advance to return the items in the original order and place a new order. All return requests following our return policy will be pre-approved by our customer service team via email. In certain circumstances, customers may avoid the processing fee by modifying the order, which entails placing a new order for an equal or greater amount than the returned product(s).
If the customer does not place another order or the new order amount is significantly less than the original order, a 15% processing fee will be deducted from the total refund amount.
IMPORTANT NOTES ABOUT REPLACING AND RETURNING PRODUCTS
The company provides free replacements for defective products in the following cases: substantial damage to the package during shipping affecting the functionality of the device, missing or severely damaged parts, or other quality-related issues. Replacements will be arranged by our customer service team.
To effectively assess and resolve the problem, we require photos and/or videos.
*A critically damaged item refers to one whose main structure is visibly deformed, resulting in impaired functioning.
Please note that replacements and refunds will not be offered in the following situations:
- Minor damage to the outer packaging.
- Scratches or paint loss on the product.
- Damage or wear caused by excessive use.
- Wear and tear on parts after a certain period of use or repeated use.
Customers encountering non-quality issues with their order may return or replace the items within 15 days. All Perraro e-bikes and accessories will be unreturnable after 15 days of receiving the bike. If the customer chooses a replacement order, the 15% processing fee will be waived. A $250 shipping fee for returns is payable by the customer. For convenience, we will provide a return shipping label and arrange for a designated carrier to pick up the package. Self-return or self-shipment is also an option.
To qualify for a return or replacement, the bike must be unused, in its original packaging and condition, without dirt, dust, or fragrances. The LCD screen should display fewer than 10 miles.
IMPORTANT: If a customer wishes to handle their own return shipment, and Perraro's customer service has approved the request, the customer is responsible for ensuring the safety and success of the return shipping. We strongly recommend adding additional shipping insurance and choosing signature confirmation for the return package. Perraro does not provide coverage for customer-arranged shipments in case of damage, loss, or accidents.
The following items are non-returnable:
- Custom orders.
- Every accessory.
- Used items unless they are damaged or malfunctioned in extreme cases.
Depending on the condition of the bike(s), a 15 - 30% restocking fee will be charged. Orders outside the continental United States may incur up to a 50% restocking fee.
REMARK:
Upon receiving your bike, please immediately check whether your product is damaged.
Please indicate any damage to your product on the bill of lading, take photos of the remarks and damaged area, and send them to support@perraroelectricbike.com for freight damaged claims.
REFUND
Once our warehouse receives the returned item(s) and confirms that they meet our return conditions, a refund will be issued in accordance with the original method of payment after deducting any applicable fees.
If the refund has not been credited to the customer's account within two days after issuance, they should contact their credit card company and/or bank. Different financial institutions have different procedures for fund transfers, which could cause delays. If ten business days pass without a refund, please contact support@perraroelectricbike.com.