Return Policy
At RetroEase , customer satisfaction is our number one priority. We are confident in the quality of our products, and our quality control team carefully inspects every item before shipping. We recommend carefully checking all product details before placing your order. In the unlikely event that your product has a quality issue, we offer a fast and easy return or refund process. Our customer support team is always available, so please feel free to contact us.
15-Day Return Policy
We offer a 15-day return policy, you can request a return within 15 days of receiving the product.
For cases other than quality defects:
(1) If the bicycle is new and unused
Within 15 days of receiving the product: Full refund excluding shipping costs.
Return shipping costs are the buyer's responsibility and there is a 15% restocking fee based on the item price.
(2) If the bicycle has already been used
15-30 days after receiving the product: Full refund excluding shipping costs.
Return shipping costs will be borne by the buyer and there will be a 20% restocking fee based on the item price.
In case of shipping damage/defective quality, if reported within 7 days of receiving the product: If the product is undisassembled, you can receive a full refund without return shipping or handling fees, or choose to exchange it for another e-bike.
Notes:
Any damage or quality issues that occur during shipping must be reported within 7 days of receiving the product. Clear photographic or video evidence is required. If the report and required evidence are not provided within 7 days, the product will be considered as delivered successfully, and we may not be able to offer a replacement, compensation, or additional support.
Cancellation Policy
We usually dispatch orders within 1-2 business days and reserve the right to cancel an order before it is dispatched. After placing your order, please double-check your address, phone number, and order details.
Once an order is in process at our fulfillment center, it cannot be changed or canceled. If you have any issues with your purchase, please contact customer support immediately.
Change Order
Before shipping: Please contact support@RetroEase.jp free of charge to proceed with this process.
Once shipped: No changes can be made.
Refusal to receive
If a shipped order is refused, we reserve the right to charge a 15% restocking fee (based on the order value) plus all shipping costs. Once an order has been shipped, it cannot be changed or canceled.
If a refused item is returned, it will be processed and a refund will be issued to the original payment method, minus a 15% restocking fee and all shipping costs.
Return or Exchange Process
To initiate a return or exchange, the following conditions must be met:
- All returns and refunds must be completed within 30 days of receipt.
- Bicycles with a total mileage of 80 kilometers or more are not eligible for a refund.
- Returns not related to product quality will incur handling and shipping fees, which are the responsibility of the buyer.
- All returns must use the original packaging and shipping box. The bicycle must be unused, free of scratches, stains, wear, or signs of use, and include all original items (battery, charger, keys, accessories, etc.).
- If the packaging or shipping box is damaged or destroyed, the customer will lose their right to return the goods.
Note:
All returns require pre-approval. Once approved, RetroEase will send you a confirmation email with return instructions.
To initiate a return, please email support@RetroEase.jp to request authorization and include a photo of the item before it ships. We'll generate a return label and have it picked up by our courier.
Returns Process
1. If you purchased the product from our official website https://RetroEase.com/, please contact support@RetroEase.jp.
2. Please provide us with your receipt or proof of purchase and we will contact you.
3. A return logistics slip will be generated and the delivery company will collect the item.
4. Once the warehouse has inspected the returned item, we will process your refund within 72 hours.
5. It may take some time for the refund to appear in your account. Refunds usually take 3-7 business days to process.
If you haven't received your refund, please contact us at support@RetroEase.jp .
Late or lost refunds (if applicable)
If you haven't received your refund, please double-check your bank account.
Then contact your credit card company. It may take some time for the refund to be reflected on your credit card.
Then contact your bank, which will usually take 3-7 business days to process your refund.
If you have completed all the steps but have not received your refund, please contact us at support@RetroEase.jp .