Return and Refund Policy

Return and Refund Policy
1. Cancellation of Order
Before Shipment:

5% transaction fee. Please contact our customer service team who will contact you within 24 hours.

After Shipment: To request a cancellation after shipment, customers will be charged a 15% handling fee. Buyers will also be responsible for return shipping costs of €200. Mynestride will provide a return shipping label and the designated carrier will pick up the return package. Customers may also choose to return the item themselves or arrange a return themselves.

2. Order Modification
Before Shipment
Free of charge. Please contact us to continue this process.

Shipped but not received
Please contact us to continue this process, but we cannot guarantee that the order modification will be successful.

Delivery
If you prefer to exchange the product after delivery, please refer to the Return Policy to start the Return and Exchange. Customers are responsible for return shipping costs of €200 per e-bike. You will be charged a restocking fee of up to 15% (deducted from the refund). Please contact us to continue this process.

3. Model Replacement and Returns

For product defects: mynestride will do its best to serve you and provide technical support to solve simple problems. mynestride will also provide necessary replacement parts and bear all repair costs related to damage.

For transportation damage: mynestride will do its best to serve you and provide all necessary parts and pay for the service.

Free Replacement and Return: Buyers can refuse the package due to transportation damage (function affects use) or contact customer service for missing parts and serious damage or other quality-related issues. Our customer service team will assist in arranging free replacement and return.

In order to better understand the problem and solve it effectively, photos and/or videos are required as evidence.

*Definition of seriously damaged items: The main structure of the product is deformed and affects its normal function in any way.

Note: The following situations will be considered normal and are not applicable to the free replacement or refund policy:

（A) Minor damage to the outer packaging.

（B) Minor scratches or paint peeling on the product.

（c) Damaged parts or consumables after excessive use.
（D) Parts or consumables are damaged after a certain time or number of uses.

To start the return or exchange process, the following conditions must be met:
All returns and refunds must be made within 10 days of receiving the bike.
All bikes with a total mileage of more than 10 miles are non-refundable.
All returns require the original packaging supplies and shipping box. The bike must not have any wear, dirt, scratches and must be in the same packaging and condition as when you received it and must contain all the items in the box (battery, charger, keys, hardware, etc.).

All returns will include a 15% restocking fee and a shipping fee of 200 euros per bike at your own expense (for non-quality issues)

Please note: If the customer decides to arrange the return on their own and the request has been confirmed by the mynestride customer service team, it is the customer's responsibility to ensure the safety of the shipping and the success of the return. Buyers must choose the signature confirmation service for the shipment and we strongly recommend that you add additional shipping insurance to the return package. mynestride will not be responsible for any damage, loss or other accidents to the shipment arranged by the customer.

Return Process

Step 1: Before customers want to return a product, they need to contact our customer service team first;

Step 2: Once agreed, we will provide a return label.

Step 3: After the buyer follows the return label, they need to provide tracking information (including tracking number and tracking location). Customers are responsible for return shipping costs.

Step 4 (If Replacement): Once we receive and confirm that it is correct, we will ship the replacement bicycle within 3-5 business days.

How to get the return address?

All customers who want to return a bicycle should contact our customer service team to obtain the return address. For those customers who return the product privately without contacting our customer service staff in advance, all losses caused by the customer are the responsibility of the customer.

4. Refund
Once our warehouse receives the returned product and inspects and confirms that it meets our return conditions, we will deduct any applicable fees (we will communicate with the customer via email to confirm the specific fees) and send the remaining refund according to the customer's original payment method within 1-3 business days.

Customers are advised to check with their credit card company and/or bank if a refund has not been credited to their account two days after it was issued. Delays may occur due to different procedures for transferring funds between different financial institutions. Please contact our Customer Service team.