Return & Refund Policy

At [UOZINEXL BIKE / Nuciabike], we want you to be completely satisfied with your purchase. Given the nature of E-bikes as oversized and high-value technical products, we have established the following policy to ensure a fair and transparent process for all customers.

1. ORDER CANCELLATION

• Before Shipment: You may cancel your order for a full refund if the item has not yet been processed for shipping.
• After Shipment: Once the item has been dispatched (tracking number generated), the order cannot be canceled. If you refuse the package upon delivery for personal reasons, the original and return shipping costs (approx. $200 for E-bikes) will be deducted from your refund.

1. RETURNS FOR NEW & UNUSED ITEMS (14-DAY WINDOW)
   You have 14 days from the date of delivery to request a return if you change your mind. To be eligible:

• The E-bike must be in new, unused condition (odometer must show less than 5 miles/10 km).
• It must be in its original packaging with all components (battery, charger, keys, tools, manual, etc.).
• Costs: For “Change of Mind” returns, the customer is responsible for both the original shipping cost and the return shipping cost.

1. RETURNS FOR DEFECTIVE OR DAMAGED ITEMS
   We take quality seriously. If your E-bike arrives with issues:

• Minor Scratches/Paint Loss: Due to the size of the product, minor cosmetic scratches may occur during transit. We do not offer returns for minor scratches but will provide touch-up paint or partial compensation.
• Functional Defects: If the motor, battery, or controller is defective upon arrival, please contact support@nuciabike.com with photos and videos immediately. We will provide free replacement parts and technical guidance.
• Critical Shipping Damage: If the frame is deformed or the bike is unusable due to transit damage, you may reject the package. We will arrange a free replacement or full refund once the damage is verified.

1. NON-RETURNABLE ITEMS
   We cannot accept returns for:

• Items used for more than 10 miles (16 km).
• Damage caused by improper assembly, modification, or accidents.
• Gift cards or promotional freebies.
• Batteries (due to international safety regulations regarding dangerous goods).

1. RETURN PROCESS
2. Request: Email support@nuciabike.com with your order number and reason for return.
3. Authorization: If approved, we will provide a Return Merchandise Authorization (RMA) and the correct return warehouse address. Do not send items back without an RMA.
4. Inspection: Once received, our technicians will inspect the bike within 3-5 business days.
5. Refund: If the item is in its original condition, we will issue a refund to your original payment method. Please allow 5-10 business days for the credit to appear on your statement.
6. RE-STOCKING FEES

• For returns of opened but unused items (in original packaging), a 15% restocking fee may apply to cover the cost of inspection and repackaging.
• For used items (0-10 miles) that are returned, a 30% restocking fee will be deducted from the refund.

1. CONTACT US
   For any questions regarding returns or technical support, please reach out to our team:

• Email: support@nuciabike.com
• Address: [1# xinhongroad ,jinhua city ,zhejiang provice,cn]