Return and Refund Policy
- Order Cancellation
Before Shipment:
5% handling fee. Please contact our Customer Service team, who will contact you within 24 hours.
After Shipment: Cancellations after shipment are subject to a 15% handling fee. Buyers are also responsible for a €200 return shipping fee. Mynestride will provide a return label, and a designated carrier will collect the return package. Customers may also choose to return the product themselves or arrange a return themselves.
- Order Modification
Before Shipment
Free of charge. Please contact us to proceed with this process.
Shipped but Not Received
Please contact us to proceed with this process, but we cannot guarantee a successful order modification.
Shipping
If you wish to exchange your e-bike after delivery, please refer to our Return Policy and initiate a Return and Exchange process. Return shipping costs are €200 per e-bike. You will be charged a restocking fee of up to 15%, which will be deducted from your refund. Please contact us to proceed with this process.
- Model Replacements and Returns
For product defects: mynestride will provide dedicated service and technical support to resolve minor issues. mynestride will also provide necessary replacement parts and cover any associated accessory costs. Shipping costs are the customer’s responsibility.
For shipping damage: mynestride will provide dedicated service, provide all necessary parts, and cover the service costs.
Free Replacements and Returns: Buyers may refuse a package due to shipping damage (impairing functionality) or contact customer service for missing parts, severe damage, or other quality issues. Our customer service team will assist in arranging free replacements and returns.
To better understand and effectively resolve the issue, photos and/or videos are required as evidence.
*Severely damaged product definition: The main structure of the product is deformed and its normal function is affected in any way.
Note: The following situations are considered normal and are not eligible for free replacements or refunds:
(A) Minor damage to the outer packaging.
(B) Minor scratches or paint peeling on the product.
(C) Parts or consumables damaged due to excessive use. (D) Parts or consumables become damaged after a certain period of use.
To initiate the return or exchange process, the following conditions must be met:
All returns and refunds must be completed within 10 days of receiving the product.
Refunds will not be accepted for e-bikes, e-scooters, or lawn mowers with a total mileage exceeding 10 miles (approximately 16 kilometers). Other products cannot be resold.
All returns must include the original packaging and shipping box. The product must be free of wear, dirt, or scratches, and must be packaged and in the same condition as when you received it, with all items in the box (including accessories) included.
All returns are subject to a 15% restocking fee and a €200 shipping fee per product (for non-quality issues).
Please note: If the customer decides to arrange a return themselves, and their request has been confirmed by the mynestride customer service team, they are responsible for ensuring safe shipping and a successful return. The buyer must select the signature service, and we strongly recommend purchasing shipping insurance for the return package. mynestride is not responsible for any damage, loss, or other mishaps that occur during customer-arranged shipping.
Return Process
Step 1: Customers must contact our Customer Service team before returning items.
Step 2: Upon mutual agreement, we will provide a return label.
Step 3: After tracking the return label, the buyer must provide tracking information (including the tracking number and location). Return shipping is the customer’s responsibility.
Step 4 (If a replacement is required): Upon receipt and confirmation of the item, we will ship the replacement within 3-5 business days.
How to obtain a return address?
All customers who wish to return items should contact our Customer Service team to obtain a return address. Customers who return items without first contacting Customer Service will be responsible for any losses incurred.
- Refunds
Once our warehouse receives the returned item and inspects and confirms that it is eligible for return, we will deduct any applicable fees (the specific fees will be communicated to the customer via email) and refund the remaining balance to the customer’s original payment method within 1-3 business days.
If a refund has not been received two days after it was issued, customers are advised to contact their credit card company and/or bank for verification. Due to differences in fund transfer processes between different financial institutions, refunds may be delayed.