Politique de remboursement
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
*It must be stated that you must keep the carton for 30 days. If you don’t have the original carton, we have the right not to accept the return.
Returns are not allowed after 30 days of the delivery date.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometers on the display, it and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original purchase proof.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To start a return, you can contact us at : service@pulumabike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. puluma is not responsible for the shipping cost of the package returned by the customers themselves.
You can always contact us for any return question at service@pulumabike.com.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
1. Product from Unauthorized Reseller
2. The damage is caused by human
3. Special order
4. Giveaways or free items
Shipping and Handling fee for non-quality issue return（Including buyer's personal reasons, no longer needed, unsuitable, registration issues, etc.）:
(1) The bike is brand new and unused.
Within 14 days of receipt: Buyers pay the return shipping fee (€200 for each bike).
15 to 30 days of receipt: Buyers pay the return shipping fee (€200 for each bike);
(2) The bike is used.
Within 30 days of receipt: Buyers pay the return shipping fee (€200 for each bike); Another 20% of the order amount will be charged as the restocking fee.
Over 30 days of receipt: not allowed to return the bike.
REFUND
| Quality issues | Accept full refund & partial refund |
| Receive wrong goods | FREE to exchange or full refund |
| Damaged or missing accessories | Free to send accessories or accept a partial refund |
| The package cannot be delivered or missing | Accept free resend or full refund |
| The customer cancels the order before the package is shipped |
5% of the total amount will be deducted as a processing fee |
| The customer cancels the order after the package is shipped | Customers need to pay €200 shipping charge per bike |
| About refund difference price |
1. Partial refund of the difference price within 7 days |
| Change delivery address |
Customers need to pay an extra €20 per item |
| Customers refuse to accept the package |
€200 shipping charge per item or the customer needs to pay an extra €200 for resend |
| Quality Issues Refund |
1. Within 30 days: Free return or exchange for defective products. Shipping fee can not be refunded 2. Over 30 days: Return is not acceptable; Accept exchange new product or partial refund Must take a photo of the item in its original packaging to share with our Product Support team. |
| Non-quality Issues Refund |
Only refund within 30 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. |
After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.
If the model of the returned e-bike or battery is inconsistent with the order information, puluma cannot provide a refund;
If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by puluma depending on the loss of parts.
How can I get the refund?
If you confirm that you want to return and request return for a refund, you can contact with our support team for a return label, we will refund you after we received the returned parcel.