Return & Refund Policy

We want to ensure your satisfaction with your purchase. If for any reason you need to return or refund an item, please follow these guidelines.

Return Guidelines

All returns must be approved prior to shipping back to us. Once the return cancellation request is approved, Dogebos will send the customer an order cancellation notice and mailing warehouse address via email. If a product is returned without our approval, there will not be any refunds. Dogebos refuses all shipments that are not scheduled to arrive. To begin this process, please email service@dogebos.com for approval along with photos of the product prior to shipping.

Returns of New and Unused Items Within 3 Days of Receipt. We allow you to return any item in new and unused condition within 3 days of receipt for a full refund with no restocking fee, less shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally.

All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, or any signs of use and must be in the same packaging and condition as you received them, and must include all items in the box (battery, charger, keys, hardware, etc.). If the packaging or shipping box is destroyed or disposed of, the customer forfeits their ability to return item for defects or any other reason.

If accessories need to be replaced within 7 days, our company will cover the shipping costs. The prerequisite is that customers carefully inspect the order on the day of receipt and provide photos or videos to customer service personnel as proof (excluding fragile parts).

After 7 days, accessories can be replaced free of charge, but customers are responsible for shipping costs (excluding fragile parts).

Perishable parts: tires, handlebars, plastic parts, mirrors, lights, brakes, power assisters, and single support brackets.

Return Shipping Costs.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return.

Refused Shipments – Flat Fee.

• If you cancel your order prior to shipment, we will deduct 6% of the total product price as a handling fee.
• If you cancel your order after it has been shipped, we reserve the right to charge a flat fee of €200 per ebike to partially cover our shipping costs.
• If the customer wants to change the delivery address, then the customer must pay an additional 20 euros per item.
• If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less €200.

Shipping Damage Returns

Customers may reject packages due to severe shipping damage (functionality that affects use such that the main structure of the product is significantly deformed in a way that affects its normal function in any way.) and open a case with the shipping carrier, Please contact us at service@dogebos.com with photos or videos of proof to resolve missing and severely damaged parts or other quality-related issues. Our customer service team will help arrange a replacement.


Photos and/or videos are required as evidence in order for us to better understand the problem and effectively resolve it.


Note: The following conditions will be considered minor and will not apply to the free exchange or refund policy.

Minor damage to the outer packaging.
Slight scratches or paint loss on the product.
Malleableparts bent due to shipping.
Note: We do not accept any shipping damage returns after 3 days of receiving the product and all shipping damage claims will be denied.

Model Exchanges/Order Modifications

Model Exchanges are only available for e-bikes. If you wish to exchange for another model, customers may place a new order for the desired model and return the products from the original order by contacting our customer service in advance. All exchange requests must follow our return policy and receive pre-approval notification from our customer service team in an email. Free shipping does not apply to the exchanged bike.

Battery Returns

Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@dogebos.com.

Note: Any items returned with an order using a discount code will have the entire discount code value subtracted from the refund value, whether you are returning one ebike or multiple ebikes. Refunds will be made after we receive and inspect the Ebike.

Missing refunds:
If you have not received your refund within 15 business days of approval, please follow these steps:

Check your bank statement again.

Contact your credit card company.

Contact your bank.

If you have completed all of these steps and still have not received your refund, please contact us at service@dogebos.com.

When will you receive your refund?

If you paid using PayPal, the funds will be refunded to your PayPal account. If you paid using a credit card, the funds will be refunded to the credit card account that issued the payment.
Please contact PayPal or your credit/debit card bank for more information about your refund.