important
Please keep your original box and packaging materials for at least 15 days after delivery and do not damage the box to allow for possible returns. If you request a return, you will be required to pay up to ￡100 for the cost of sending new packaging material.

Please note that the estimated range of one of our e-bikes on a single charge is only an estimate and not a guarantee. The mileage we advertise is tested on a flat road at a temperature of 22°C. There are many factors that affect the actual range of an e-bike battery. These include battery life, temperature, support level, speed, payload and terrain. Under appropriate conditions, less than the expected minimum range or greater than the expected maximum range can be achieved.
return policy
1) Electric bike order
Items cannot be returned after 15 days of delivery date.
To return an e-bike that is not defective or damaged, you must contact KETELES within 15 days of receipt of your e-bike. The e-bike must have less than ten (10) KM on the odometer, must be free of wear, dirt, dust, fragrance or other signs of use, and must be in the same packaging and condition as when you received it.
All warranty issues must be resolved prior to return.
Customer is responsible for return and original delivery shipping costs;
E-bikes that are officially registered in the buyer’s name are non-returnable;
2) Cancellation/backorder
Our backorder procedure applies to e-bikes that are already in stock but are temporarily out of stock. All pre-orders and back-orders will be charged immediately to your credit/debit card. No matter when the item is expected to be shipped, there will be no delay in receiving payment.
Our website is hosted on the Shopify platform. When customers who pay with Paypal cancel their orders, Shopify will deduct 2% of the total order amount.
3) Accessories/spare parts/partial orders
Any accessories purchased or replacement parts received under the Limited Warranty may be returned within thirty (30) days of receipt.
Any returned accessories or replacement parts must be unused, free of wear, dirt, dust, fragrance or other signs of use, and must be sealed and unopened in the same packaging and condition as when you received it.
A 25% restocking fee will be charged (which will be deducted from the refund);
Customer is responsible for round trip shipping (original shipping charges will be deducted from refund);
4) Second-hand items
No returns are allowed except in cases of extreme damage/failure confirmed by KETELES.
5) Non-returnable items
All additional purchased spare parts
Battery
special order
sales items
gift card
gift order
6) Refund
For all items returned from orders using a discount code, the full value of the discount code will be deducted from the refund amount, whether you are returning one or multiple e-bikes.
Refunds will be made upon receipt and inspection of the e-bike.


7) Damaged items

If a product arrives damaged, please send pictures or videos to customer service immediately (delays in reporting damaged products more than 3 days after delivery may increase the carrier's rejection rate). Once KETELES confirms damage, we will only accept returns for a full refund following the return procedures below.

Your sole remedy is to (a) us issue a refund to your credit card, account, or PayPal account for the amount charged for the damaged product (if your credit card, account, or PayPal account already included a charge for the product) or (b) ) We will not charge your credit card or PayPal account for damaged products.


Return procedure

All returns must be made within 15 days of the product delivery date.

1) Before sending a return, the customer must obtain a return authorization from KETELES. If the customer returns an item without written consent from KETELES, no refund will be issued and the customer must pay shipping costs for the return or sacrifice of the item.

2) If your return is approved by us, please contact our customer service for the appropriate return address.

3) Buyer assumes full responsibility for returns, including possible shipping damage and loss of goods.

Please send us pictures and documentation of the condition of your e-bike and packaging before returning it.
We recommend that any returns be adequately insured to protect against loss or damage.
If you are shipping items worth more than ￡100, you should consider a traceable shipping provider. We cannot guarantee that we will receive your return within the timeframe confirmed by the carrier.

4) If you would like a refund, please read our payment terms and conditions.