Política de reembolso

REFUND & RETURN POLICY

At GooBee, customer satisfaction is our top priority. Our dedicated Quality Control and Quality Assurance teams inspect every e-bike and e-scooter prior to shipping to ensure guaranteed quality.

If for any reason you are not completely satisfied with your purchase, we offer a 30-Day Return Policy subject to the strict conditions outlined below.

Important: Return Authorization Required Products can only be returned after obtaining an authorized RMA (Return Merchandise Authorization) via email. No refund will be made if products are returned without prior approval.

1. General Return Conditions & Fees

Due to the size, weight, and hazardous materials (lithium-ion batteries) involved in shipping e-bikes and e-scooters, strict return guidelines apply.

For Non-Quality Issues (e.g., Changed Mind, No Longer Needed):

● Condition: The product must be unopened, un-assembled, unused (0 miles recorded), and perfectly packed in its original packaging with all accessories and manuals included.

● Fees Deducted: You will be responsible for the actual return shipping costs (typically ranging from $150 to $250, depending on the product's weight and your location). Additionally, a restocking fee of up to 10-15% will be applied. Both amounts will be directly deducted from your final refund.

● Note: We strictly do NOT accept returns for non-quality issues if the e-bike/e-scooter has been assembled, powered on, or ridden (>0 miles). Opened merchandise with usage cannot be returned under this clause.

For Quality Issues or Defective Products:

● Within 30 Days: If a major manufacturing defect is confirmed within 30 days of delivery, GooBee will cover all associated fees and shipping costs for a return, exchange, or repair. The replacement will be shipped immediately on the second business day after we receive the defective package.

● Over 30 Days: If your product develops a fault through normal use after the initial 30-day return period, it will be handled under our Warranty Policy (free repair or replacement parts), rather than as a return/refund.

2. The Return Process (Lithium Battery Protocol)

E-bikes contain large lithium-ion batteries and must be shipped via certified hazardous materials carriers. Do NOT attempt to ship the bike back yourself using unverified carriers.

● Step 1: Contact us at support@goobeebike.com to apply for a return/exchange. Please state your reason for return, attach clear images/videos of the product and its packaging, and provide your order number.

● Step 2: Once approved, we will provide you with a pre-paid return shipping label and detailed packing instructions. The Return RMA is valid for 14 days from the date it is created.

● Step 3: Pack the product securely in its original packaging. It is the customer's responsibility to ensure the item arrives undamaged.

○ (1) If returned items are severely damaged due to improper packaging by the customer, we will deduct 10% of the product amount as a warehouse handling fee.

○ (2) If returned items arrive without the original packaging, we will deduct 20% of the product amount as a warehouse handling fee.

3. Order Modifications & Refused Deliveries

● Cancellation: Customers can only request an order cancellation free of charge before the package has shipped.

● Address Change & Intercepts: Customers can only request to change the delivery address before the package has shipped. Once the item is shipped (i.e., a tracking number is generated), a $25 carrier intercept fee will be applied and deducted/charged for address intercepts.

● Incorrect Address or Refused Delivery: * If you provide an incorrect delivery address, or refuse to accept a package for non-quality related reasons, the actual two-way shipping costs (outbound and return, typically $150–$250+) will be deducted from your refund.

○ We are not directly liable for packages lost due to an incorrect address provided by you. However, we will actively assist you in filing a claim with the shipping carrier (e.g., UPS, FedEx, DHL) to work towards a resolution.

4. Price Match & Price Protection Guarantee

If GooBee initiates a new promotional price reduction on our official website (goobeebike.com) shortly after your purchase, you may be eligible for a partial refund of the price difference under our Price Protection policy.

To qualify for a price adjustment, the following strict conditions must be met:

● (1) 15-Day Claim Period: You must contact us to request the price adjustment within 15 calendar days from your original order date. Requests made after 15 days will not be accepted.

● (2) Identical & In-Stock Product: The product currently on sale must be exactly identical to the one you purchased and must be actively in stock on our website at the time of your request.

● (3) Method of Refund: The approved difference will be strictly credited back to your original payment method.

● (4) Exclusions (Non-Eligible Scenarios): This price match guarantee DOES NOT apply to the following:

○ Major site-wide holiday sales (e.g., Black Friday, Cyber Monday).

○ Flash sales, limited-quantity/limited-time lightning deals, or clearance items.

○ Prices from third-party marketplaces or unauthorized resellers.

○ Orders where a specialized discount code, affiliate code, or bundle offer was already applied at checkout (we do not allow "stacking" of discounts).

(Note: GooBee reserves the ultimate right to organize promotional events and determine the eligibility of any price match request.)

5. Refund Timeframe & Additional Notes

Inspection & Processing: Once we receive your returned item at our U.S. warehouse, our technical team will need 3-6 business days to inspect the e-bike and verify its condition.

After the inspection is complete, the refund timeframe is as follows:

● PayPal account refunds: up to 2-3 business days.

● Credit card refunds: between 7-14 business days (depending on your issuing bank).

● Note: We cannot issue a refund while the package is still in transit. You must wait for the item to be delivered to our warehouse.

Damaged or Missing Accessories: If accessories are damaged or missing upon arrival, we will send corresponding replacements free of charge or offer a partial refund.

U.S. Return Warehouse Address: 11310 Cantu Galleano Ranch Rd, Mira Loma, CA, United States (Note: Please do not send items to this address without prior RMA approval).

Customer Service: For any issues, inquiries, or to initiate a warranty/return process, please contact us:  Email: support@goobeebike.com