Returns & Refunds

At Cyseekin, we are committed to providing you with a seamless and satisfying shopping experience. If you are not completely satisfied with your purchase on our official website, we offer flexible return and refund options. Your satisfaction is our top priority!

1. Order confirmation & cancellation

As soon as you place an order, you will receive a confirmation email. We will immediately begin preparing your order.

IMPORTANT: Cancellation before shipping
Orders can only be canceled free of charge within 12 hours of being placed. Please email us in good time at support@cyseekinbike.com.
After this period has expired or once the order has been shipped, a simple cancellation is no longer possible. The return conditions below will then apply.

Cancellation fees after shipping:
If you wish to cancel an order that has already been shipped or refuse acceptance of the package (Refused Shipment), a €200 fee (for return shipping & handling) will be deducted from your refund.

2. Order changes

  • Address changes: Free of charge as long as no tracking number has been assigned. Once a tracking number is available, a €20 fee applies for changes (e.g., FedEx rerouting).
  • Model changes: Changes to the color or size must be made before shipping.

3. Return conditions (right of withdrawal)

A. Returns without quality defects (right of withdrawal)

If you simply do not like the product or have changed your mind:

  • Within 14 days after receipt: We will refund the purchase price. The buyer is responsible for the return shipping costs (€200 per e-bike).
  • 15–30 days after receipt: We will refund the purchase price minus the return shipping costs (€200 per e-bike) AND a 20% restocking fee.
  • After 30 days: Returns are not possible.

B. Returns for quality defects

  • Within 14 days: Full refund or free replacement. We cover the shipping costs.
  • 15–30 days: Please contact Support for case review.
  • After 30 days: Our warranty policy applies (repair or replacement parts).

Note: Minor cosmetic defects already present upon delivery (e.g., light scratches) that do not affect riding safety do not entitle you to a full return, but they can be resolved through partial compensation.

C. Damage caused by personal negligence or improper use

The following cases are not considered product quality defects but rather damage caused by personal negligence or improper use. These include, in particular but are not limited to:

  • Damage to the frame, wheels, handlebars, components, or exterior appearance caused by external factors such as falls, collisions, impacts, or improper transport.
  • Damage caused by assembly, adjustment, or use contrary to the operating or assembly instructions.
  • Problems caused by using non-official accessories, unauthorized conversions, or modifications to the vehicle structure or electrical system.
  • Damage resulting from unauthorized disassembly or repair of core components such as the battery, motor, controller, or display.
  • Problems resulting from overloading, extreme environmental conditions, exposure to water, improper use, or use that does not correspond to the product’s intended purpose.
  • Wear, scratches, dirt, or wear of consumable parts resulting from normal use.

For the above-mentioned self-inflicted damage, Cyseekin can offer neither a free return with a refund nor a free replacement of the entire e-bike. However, we are always happy to support you in resolving the issue, for example with repair instructions, recommendations for suitable repair solutions, purchasable replacement parts, or assistance in contacting a repair service.

4. Non-returnable items

The following items are excluded from returns:

❌ Usage: More than 16 km (10 miles) on the odometer.
❌ Condition: Heavy signs of use, dirt, or damage.
❌ Packaging: Original packaging (cardboard and foam) is missing.
❌ Accessories: Missing parts (charger, keys, tools).
❌ Other: Batteries (purchased separately) and custom-made products.

5. Accessories & Parts

Accessories or spare parts can be returned within 30 days if they are unused, unopened, and in their original packaging. The buyer bears the shipping costs for both outbound and return shipping, as well as a 20% restocking fee.

6. How to start a return (RMA)

Please do not return any goods without contacting us first. Write to us first at support@cyseekinbike.com and send us:

  1. Order number and proof of purchase

  2. Photos or videos of the product/damage

  3. Confirmation that the original packaging is available

Important (return address):

  • The return address will be provided to you by RMA email after review and approval (including a return label, if applicable).

  • Please do not send the goods to the original shipping address, not to the billing address, and not to a company/registration address.

  • Only the address confirmed in the RMA email is valid.

Once approved, you will receive a return label. In many cases, the return will be sent to our address in Germany:


Return address:

Jane  
Otto-Hahn-Str. 5–7  
63225 Langen (Hesse)  
Germany  
Tel.: +49 6103 20764 30

Please send returns only to the address confirmed in the RMA email. Unannounced returns cannot be processed.

7. Refunds (Refunds)

Once we have received and inspected your return (approximately 3–6 business days), we will notify you. Approved refunds will be credited to your original payment method within 5 business days.

Note: If you used a discount code, only the amount actually paid will be refunded.

Company information:

Note: This address is not a return address. Please make returns exclusively in accordance with the RMA email.

Company name: QIHAO TECHNOLOGY HONG KONG LIMITED
Address: UNIT 9 ON 1/F, THE CLOUD 111, TUNG CHAU ST, TAI KOK TSUI, HONG KONG
Email: support@cyseekinbike.com
Phone: (+852) 56212185