1. Where is the ebike and ebike parts available for shipping?
   We offer delivery across various European countries, France, Belgium, Germany, Spain, Italy, Netherlands, Poland, Austria, Bulgaria, Czech Republic, Denmark, Estonia, Finland, Greece, Ireland, Croatia, Hungary, Lithuania, Luxembourg, Latvia, Portugal, Romania, Sweden, Slovenia, Slovakia. Please note that we do not deliver to PO Boxes.

2. How long does delivery take, and how can I track my package?
   We aim to process your order within 1 business day after acceptance and deliver it within 5-7 working days. Once your order is shipped, you’ll receive an automated email containing tracking details. (Note: Some accessories shipped from China may take 7-15 days for delivery.)
   Order cutoff time: 13:00 PM (GMT+8).

3. What should I do if I receive the wrong product?
   If the product arrives damaged, defective, or doesn’t match the specifications in your order confirmation or invoice, please take clear photos of the issue and contact our customer service within 3 business days of receiving the item. We will investigate and work to resolve the problem promptly.
   Note: If the outer packaging is damaged upon delivery, please document the damage on the logistics receipt so we can file a claim on your behalf.

4. Which carriers are used in my country, and what is the estimated delivery time?
   We provide free shipping to the following countries with an estimated delivery time of 5-7 business days:

• France, Belgium, Germany, Spain, Italy, Netherlands, Poland, Austria, Bulgaria, Czech Republic, Denmark, Estonia, Finland, Greece, Ireland, Croatia, Hungary, Lithuania, Luxembourg, Latvia, Portugal, Romania, Sweden, Slovenia, Slovakia

5. What happens in case of unforeseen delays?
   Unforeseen circumstances such as adverse weather, traffic delays, production issues, or third-party supplier delays may impact delivery times. In such cases, we are not liable for delays but will provide an alternative delivery date. High order volumes, new product launches, or restocking may also extend shipping times. We will notify you of any delays on the product page or via email.

6. What if the product is lost during shipping?
   If your order does not arrive at the provided address (when correctly provided) or is lost during transit, we will conduct a full investigation, which may take up to 30 business days. During this period, we reserve the right to withhold a refund or resend the product. We will keep you updated on the investigation’s progress and take appropriate action based on the findings.

7.  Shipping Carriers: using UPS,DPD,fedex

           Tracking Your Order here:   https://drvetionebike.com/apps/17TRACK

Canceling or Modifying Your Order
If you haven’t received a shipping notification, you can cancel or modify your order by contacting our customer service via email or live chat on our website. Our team will process your request within 24 hours on business days after receiving your message. Once your order is canceled, we will issue a full refund.

Please note that emails are not answered instantly, and there’s a chance your order may already have been shipped by the time we process your request within the 24-hour window. In such cases, we regret that we won’t be able to cancel or modify your order. Therefore, we strongly recommend double-checking your order details before finalizing your purchase.

If you’ve already received a shipping notification, we cannot cancel or modify your order. You’ll need to wait for the package to arrive and decide whether to keep it or initiate a return for a refund.

Returns and Refunds
If you’re not satisfied with your purchase, we accept returns or exchanges within 30 days of delivery for bikes or accessories. Requests made after 30 days will not be honored. Please contact us first at support@drvetionebike.com to initiate the process. We recommend keeping the original packaging for at least one month to make repacking and shipping easier.

Return & Exchange Conditions

• Unauthorized returns will not be accepted.

• Items must be returned within 30 days of receipt.

• All items must be in their original condition—unused, unworn, with tags, and in their original packaging. Proof of purchase (receipt or order number) is required.

• Refurbished e-bikes are excluded from the 30-day return policy. Please inspect your bike thoroughly upon arrival. If you notice any defects or malfunctions, contact us immediately at support@drvetionebike.com for assistance with a possible exchange of the same model.

• Customers must use a tracked shipping method for returns or exchanges.

Non-Returnable Items

• Sale items or gift cards cannot be refunded.

• Special orde,Damage or loss caused by the customer is non-refundable.

• Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)

• Extra purchased accessories (If you purchase after-sales accessories from DRVETION directly, please make sure it is the part you need before purchasing from us.)

Return Process

• Initiate a Return: Email us at support@drvetionebike.com with photos/videos of the item and your order number. Our team will review your request and confirm eligibility within 3 business days.

• Ship the Item Back: If your return is approved, we’ll provide the return address and instructions. (Note: Unauthorized returns will not be accepted.) We recommend using a tracked and signed shipping method, as we are not responsible for lost returns.

• Refund or Exchange: Once we receive and inspect the returned item (within 3-5 business days), we will process your refund or send a replacement for an exchange.

Return/Exchange Charges

• If the return/exchange is due to our error (e.g., incorrect or defective products), we will cover the full refund.

• If the return/exchange is due to the buyer’s reason (e.g., wrong size, change of mind), the buyer is responsible for the original shipping fee, return shipping fee(20-inch e-bike: €200, 26-inch e-bike: €300), and a restocking fee (Repackaging and inspection fee: €100) 

Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 2-3 business days.

If you don’t receive your refund within this timeframe, please check with your bank or credit card company, as it may take additional time for the refund to be posted. If you’ve confirmed with your bank and still haven’t received your refund, contact us at support@drvetionebike.com for further assistance.

Contact: 

Contact us before returning products to ensure proper assistance and avoid processing delays.

Email: support@drvetionebike.com

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Multi-function tool ×1
User manual ×1
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Charger ×1
Battery ×1
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