Return Policy
Effective Date: January 1, 2026
Tip:
We have a 14-day return policy, which means you have 14 days from the date of receiving the product to apply for a return.
If the product affects the normal use of the ebike within the return period, we will accept the return and issue a refund; if there is a minor defect, we will offer appropriate compensation and provide replacement parts.
Don’t hesitate to contact our quick‑response customer support with any questions.
We have a 14-day return policy, which means you have 14 days from the date of receiving the product to apply for a return.
If the product affects the normal use of the ebike within the return period, we will accept the return and issue a refund; if there is a minor defect, we will offer appropriate compensation and provide replacement parts.
Don’t hesitate to contact our quick‑response customer support with any questions.
1. Unreceived items - Cancellation and Return Rules
Before Shipment:
You may cancel your order before it ships. A 5% payment processing fee will be deducted from the refund to cover payment channel charges. Please note, if carrier information shows “not picked up,” but tracking exists, the item is considered shipped. In this case, refer to the “after shipment” return policy.
After Shipment:
If you cancel or refuse an order after it’s shipped, you’ll be responsible for round‑trip shipping costs (see the fee chart below), even with “free shipping” orders. Unfortunately, we cannot intercept or cancel orders already processed and sent to the warehouse. We appreciate your understanding.
Important Reminder:
If you have not received the e-bike package, please refuse the delivery directly with the courier. After refusing, contact us promptly for further assistance.
You may cancel your order before it ships. A 5% payment processing fee will be deducted from the refund to cover payment channel charges. Please note, if carrier information shows “not picked up,” but tracking exists, the item is considered shipped. In this case, refer to the “after shipment” return policy.
After Shipment:
If you cancel or refuse an order after it’s shipped, you’ll be responsible for round‑trip shipping costs (see the fee chart below), even with “free shipping” orders. Unfortunately, we cannot intercept or cancel orders already processed and sent to the warehouse. We appreciate your understanding.
Important Reminder:
If you have not received the e-bike package, please refuse the delivery directly with the courier. After refusing, contact us promptly for further assistance.
2. Received Items ‑ Return Rules
Important Reminder:
Please retain the original packaging and the materials within it for at least 14 days after receiving your package for any potential repairs or returns. Otherwise, you may need to purchase packaging yourself.
If you have any questions, please contact customer service at support@qreatebikes.com .
Return Period: You may return a new bike within 14 days of delivery.
Condition:
A. Returned items must be in brand new and unused condition, with no damage or use by human factors .
B. If a serious defect is identified and evidence is provided, Qreate will cover all return/exchange costs, including shipping fees. You can report the issue by submitting images or videos via email.
Our warranty policy takes effect upon receipt of the product. For minor defects, we will send replacement parts to the customer free of charge, with shipping costs covered by Qreate. If the bike is repaired at a local shop, we will reimburse the repair costs.
Please retain the original packaging and the materials within it for at least 14 days after receiving your package for any potential repairs or returns. Otherwise, you may need to purchase packaging yourself.
If you have any questions, please contact customer service at support@qreatebikes.com .
Return Period: You may return a new bike within 14 days of delivery.
Condition:
A. Returned items must be in brand new and unused condition, with no damage or use by human factors .
B. If a serious defect is identified and evidence is provided, Qreate will cover all return/exchange costs, including shipping fees. You can report the issue by submitting images or videos via email.
Our warranty policy takes effect upon receipt of the product. For minor defects, we will send replacement parts to the customer free of charge, with shipping costs covered by Qreate. If the bike is repaired at a local shop, we will reimburse the repair costs.
3. Restocking&Repackaging Fees
For returned items, a restocking fee may apply to offset the costs incurred as a result of the return. The applicable fee depends on the item type and its condition upon return.
Brand-new items with no quality issues:
A restocking fee ranging from 10% to 40% of the original purchase price may be charged, depending on the product category and condition.
Repackaging Fees:
If repackaging is required, the following fees will apply:
E-bikes: €100 per item
Accessories: €15 per package
4. Return Process
Important Note:
To initiate a return, please contact us at support@qreatebikes.com and follow the steps below. Returns not following this process will not be refunded.
Submit a Request: Contact support@qreatebikes.com to start your return. In the email, please include your order number, reason for return, and contact information.
Review of Request: We’ll review your return request based on your order details and the condition of the product.
Obtain a Shipping Label and Return the Item: We’ll provide a shipping label via email for you to return the approved items. In some cases, you may need to arrange your own return shipping.
Return address: Seattleweg 1, 3195 ND, Pernis, Rotterdam, The Netherlands
Refund: Once we receive and inspect the returned items, your refund will be processed within 7 business days. Please note that we cannot issue refunds while packages are in transit.The exact processing time varies depending on the payment method, but generally takes 3-5 business days.
The final refund amount might be subject to the deductions of Restocking&Repackaging Fees, return shipping fees, and the insurance cost of the original order.
To initiate a return, please contact us at support@qreatebikes.com and follow the steps below. Returns not following this process will not be refunded.
Submit a Request: Contact support@qreatebikes.com to start your return. In the email, please include your order number, reason for return, and contact information.
Review of Request: We’ll review your return request based on your order details and the condition of the product.
Obtain a Shipping Label and Return the Item: We’ll provide a shipping label via email for you to return the approved items. In some cases, you may need to arrange your own return shipping.
Return address: Seattleweg 1, 3195 ND, Pernis, Rotterdam, The Netherlands
Refund: Once we receive and inspect the returned items, your refund will be processed within 7 business days. Please note that we cannot issue refunds while packages are in transit.The exact processing time varies depending on the payment method, but generally takes 3-5 business days.
The final refund amount might be subject to the deductions of Restocking&Repackaging Fees, return shipping fees, and the insurance cost of the original order.
5. Fee Chart for Return Shipping
Electric bicycle and large accessories：
One‑way €150/per (per shipment/shipping label), Round‑trip €300/per (per shipment/shipping label)
Accessories: Round‑trip Shipping Fee: €25 (per shipment/shipping label)
We will pre-pay for the return delivery and deduct the cost from the reimbursement.
Accessories: Round‑trip Shipping Fee: €25 (per shipment/shipping label)
We will pre-pay for the return delivery and deduct the cost from the reimbursement.