Returns Policy

I. After-Sales Service Principles

1. For refund, return or exchange issues, first contact service@lankeleisi.com with your order number and an explanation of the problem.

2. LANKELEISI is committed to a high standard of professional service for all e-bike enquiries.

Our primary approach is to attempt to repair the bicycle or replace the relevant parts with new original parts so that customers can use their products normally.

3. Returns or exchanges of electric bicycles will not be accepted more than 30 days after receipt.

4. Any electric bicycle return or exchange must be authorized in advance by Lankeleisi by email.

5. Damage sustained in transit, such as scratches or defective components, does not constitute grounds for a return or exchange.

6. If assessment confirms that an electric bicycle cannot be repaired, we will approve an exchange or return at no cost to the customer.

7. Photographs, videos or other evidence are required for all electric bicycle returns and exchanges.

8. Customers must use the return label provided by Lankeleisi and return the product in its original packaging; otherwise, Lankeleisi is not responsible for any loss or damage during transit.

9. Returned products must retain the original packaging; the box must be sealed; neither the electric bicycle nor its outer packaging may be damaged; no accessories or parts may be missing.

II. Pre-Orders, Shipment Changes and Order Cancellations

After an order is placed, payment is generally collected through the selected payment method, including for pre-orders.

The estimated dispatch date for a pre-order is subject to the information provided at purchase and subsequent notices.

In-stock electric bicycles are expected to be dispatched within 1–3 business days after payment. Pre-order electric bicycles are expected to be dispatched after arrival at the warehouse.

Order cancellation / modification

1. Before dispatch

Cancel Order: You may contact customer service to cancel an order before dispatch is arranged. No fee is charged if you request cancellation before the bicycle is shipped.

Change Order: Changes to the address, model or color before dispatch are also free of charge.

2. After dispatch

Cancel Order: If you cancel while an electric bicycle is already in transit, €300 will be deducted from your payment. Return shipping for accessories is €15–€100.

Change Order:

• • If you request a change to an electric bicycle order while it is in transit, you must pay €150 in shipping fees.
  • For accessories already in transit, the fee is €15–€100, determined by the size, weight and shipping requirements of the specific accessories purchased.

III. Product Exchange Procedure

Please note: Product changes will not be accepted under any circumstances more than 30 days after receipt.

Electric bicycles

Quality-related issues

1. To request an exchange due to a quality issue, contact customer service within 30 days of receipt and provide your order number, a description of the issue, photographs/videos of the defective area, and your requested resolution.

2. Our customer service team will assist in checking and verifying the issue to establish whether the product has a quality defect.

3. If a product quality issue is confirmed, we will supply a return label or arrange collection. We will bear the associated return costs and you will pay no additional charge.

4. After the returned bicycle arrives at our warehouse and passes inspection, we will arrange an exchange and send a new product. If an exchange cannot be provided due to the circumstances, we will issue a refund.

No quality-related issue

1. If there is no quality issue but you still wish to exchange the product, contact customer service within 30 days of receipt for instructions.

2. Supply photographs of all goods being returned, including the outer packaging, so that we can check their condition before shipment.

3. The product must be unused, with no missing parts or accessories, no dust, dirt or odors, and intact original packaging.

4. You are responsible for non-quality-related exchange costs of €300 in total: €150 for returning the original product and €150 for delivery of the new product.

Please note: Shipping damage such as scratches or defective components does not constitute grounds for exchange or return.

Accessories

Quality-related issues

1. To request an exchange due to an accessory quality issue, contact customer service within 30 days of receipt and provide your order number, a description, photographs/videos of the defective area, and your requested resolution.

2. Our customer service team will assist in verifying whether the accessory has a quality defect.

3. If a quality defect is confirmed, we will provide a return label or arrange collection and cover the associated costs, with no additional payment required from you.

4. Once the returned accessory arrives at our warehouse and passes inspection, we will send a replacement. If replacement is not possible, we will refund you.

No quality-related issue

1. If the accessory has no quality issue but you still wish to exchange it, contact customer service within 30 days of receipt for instructions.

2. The accessory must be unused, free of dust, dirt or odors, with intact original packaging.

3. You must bear exchange shipping costs of €15–€100, determined by the accessory type and actual shipping circumstances.

IV. Return Procedure

Please note: Returns are not accepted under any circumstances more than 30 days after receipt.

Electric bicycles

1. Condition requirements: The product must be unused, free of dust, dirt or odors and retain intact original packaging.

2. Return request: Contact customer service within 30 days of receipt to initiate a return. You must provide clear photographs and videos of the bicycle so that we can verify its condition and assess its eligibility.

3. Packaging and collection: After return eligibility is confirmed, we will arrange collection. Pack the bicycle securely in its original packaging, with all included accessories (such as charger and lock) inside the original carton. Seal the carton securely with tape and attach the supplied return label to its exterior. Please contact customer service if you need packaging assistance.

4. Inspection and refund: We will inspect the returned bicycle upon arrival at our warehouse. If it meets the conditions of this policy, we will refund the original payment method used at purchase.

5. Return shipping: For returns not related to product quality, you must bear return shipping costs of €300.

Please note: Shipping damage such as scratches or defective parts does not constitute grounds for exchange or return.

Accessories

1. Condition requirements: Returned accessories must be unused, free of dust, dirt or odors and retain intact original packaging.

2. Return request: Contact customer service within 30 days of receipt and provide clear photographs/videos of the accessories for condition verification and eligibility assessment.

3. Packaging and collection: Once eligibility is confirmed, we will provide a return label or arrange collection. Pack the accessories securely with adequate protection against transit damage.

4. Inspection and refund: Once returned accessories arrive at our warehouse, we will inspect them. If eligible, we will refund the original payment method.

5. Return shipping: For returns unrelated to product quality, you must pay €15–€100, with the exact amount determined by the size, weight and shipping requirements of the accessories returned.

V. Return and Exchange Shipping Fees

Returns for customer-related reasons:

If you return a product for personal reasons, you must pay the return shipping cost, which depends on your chosen delivery or courier provider.

Personal reasons include dissatisfaction with the color, color differing from personal expectations, selection of an incorrect color or model, no longer liking or wanting the product, and other reasons unrelated to product quality.

Returns for product-related reasons:

If you wish to return a product due to a quality defect, product damage or another issue attributable to the product itself, contact us before making the return.

Once we have reviewed and confirmed the product-related issue and approved the return, we will bear the applicable return shipping cost.

Please note:

If you return goods without contacting us and receiving confirmation in advance, you are responsible for all resulting return shipping costs.

Where a bicycle or accessory has no quality issue and the return is for personal reasons, you must bear all costs of returning it to the warehouse.

VI. Return-Related Fees

Returned products may incur applicable charges, including return shipping and depreciation (where applicable). The exact amount depends on the product category, its actual condition and the circumstances of the return.

The following fees apply to return requests that meet the requirements of the LANKELEISI return policy.

Electric bicycles

1. New and unused electric bicycles

Only return requests submitted within 30 days of receipt are accepted. Where the bicycle remains new and unused, the return shipping charge is €300 per bicycle.

2. Unboxed and used electric bicycles

Only return requests submitted within 30 days of receipt are accepted. Where the bicycle has been unboxed and used, the following charges apply:

Return shipping: €300 per electric bicycle.

Depreciation: starting at 30% of the purchase price of the electric bicycle. The final amount will be determined after the warehouse inspects the actual condition of the returned product.

3. Refused delivery

If the recipient refuses to accept a dispatched electric bicycle, a standard charge of €300 per bicycle will apply.

Accessories

1. New and unused accessories

Where a return is requested within 30 days of receipt and the accessory remains new and unused, a return shipping charge of €15–€100 will apply.

The precise amount depends on the accessory type and actual shipping circumstances.

2. Refused delivery

If the recipient refuses to accept a dispatched accessory, a charge of €15–€100 will apply, depending on the accessory type and actual shipping circumstances.

VII. Refund Timing and Payment Method

Eligible orders will generally be refunded to the original payment method. The time required for funds to appear may depend on the payment provider and card issuer.

If you have not received the refund within five business days after approval, check your bank account again and contact your credit card provider or bank.

If you have completed these steps and still have not received the refund, contact service@lankeleisi.com.

VIII. Non-Returnable / Non-Refundable Products

1. All accessories (fashion or supplementary accessories).

2. Special orders.

3. Used goods.

4. Gift cards.

5. Insurance.

6. Non-physical products.

7. Items damaged by human causes.

IX. Damaged Packages, Missing Parts, Loss or Theft

If the outer packaging is torn, dented, punctured or otherwise visibly damaged, promptly take clear photographs of all six sides, paying particular attention to the damage, and keep the packaging materials and order documents.

Ensure that the photographs clearly show the overall condition and the affected areas.

Send us the photographs promptly and explain the damage so that we can assess the situation and assist with next steps.

If your order is lost, damaged or stolen in transit, contact service@lankeleisi.com promptly; we will do our best to assist.

X. Disclaimer

Whether certificates comply with local policies shall be determined in accordance with local laws, regulations and the requirements of the competent authorities. Lankeleisi does not guarantee that such certificates are applicable in all regions and accepts no liability for any related issues or losses arising therefrom.

Lankeleisi has sole discretion to determine the final condition of returned goods. Failure to follow our return procedure may result in refund disputes. This return and refund policy is subject to the Lankeleisi Terms of Service. If any provisions conflict, the Terms of Service shall prevail.

We sincerely appreciate your business and are committed to providing a pleasant shopping experience from start to finish. If you have questions or need assistance, contact service@lankeleisi.com.