After Sale & Returns

After Sale & Returns

If you have any quality problems, please feel free to contact us, we will provide professional guidance and solutions in time.

Service Guarantee

We have a service policy of return within 7 days, replacement within 15 days, free warranty within 1 month and 1 year quality warranty.If you have any quality problems, please contact us at service.viviebike@gmail.com for service support.

Cancel order

Customers can cancel the order at any time before shipment; please contact us at service.viviebike@gmail.com,we will help you cancel the order and refund process. It will take 5-8 business days for the refund to be returned to your account. However, once the order is shipped, it cannot be cancelled, changed or refunded. After receiving the package, our return policy will take effect.

Damage and problems

Please check your order when you receive it. If the product is defective, damaged or received the wrong product, please contact us immediately so that we can evaluate the problem and correct it.

  • Receives damaged or incorrect product:If the customer reports a damaged or incorrect product, the customer will be required to submit photo evidence for review. If the review is approved, we is responsible for paying the return shipping costs and is responsible for replacement or refund of the order. If the product packaging is damaged but the product itself is intact, the recipient could directly file a claim with the transportation company.
  • Missing order:If the package has been delivered (updated based on the tracking number), but the recipient claims that they did not receive the item, the recipient must file a claim directly with the shipping carrier.
  • Late order:If the product is not processed or shipped within the agreed period, and the customer wishes to cancel the order, we will be responsible for the refund. Please note that sometimes we may need more time to complete the order, such as during peak seasons. Under these circumstances, our order will be shipped later than normal. Please forgive us.

Return the goods

We have a 7 days return policy, which means that after you pay for your order, you have 7 days from the date of payment to apply for a return.

To be eligible for return, your product must be in an unshipped state or in the same state as when it was received (unused, unworn, labeled and in the original packaging, and a receipt or proof of purchase is also required ).

The order has been shipped and the product is in transit, returns are not supported.It is only supported to apply for a return and before delivery or after arrival.

To start the return, you can contact us at service.viviebike@gmail.comIf your return is accepted, we will send you a return shipping label and instructions on how and where to send the package. Items returned to us without prior request will not be accepted.

You can send an email to service.viviebike@gmail.com and contact us in time to resolve any return issues.

In order to make the return process go smoothly, please abide by the following rules, thank you for your understanding:

  • If you have not received the shipping notification, you can contact our customer service via email to cancel or modify this order. Our customer service will help you cancel or modify your order within 24 hours after you receive the email. Since this email is not an immediate response, we may find that your order has been sent when processing your email within 24 hours. In this case, we can only apologize for this, and we cannot help you cancel or modify your order. Therefore, please check the order information carefully before placing an order.
  • If you have received a shipping notification, please note that we can no longer cancel or modify the order. Therefore, please wait for the package to arrive, you can keep the package or contact us for a refund. Please do not reject it, because undelivered packages will be destroyed by third-party logistics.
  • If the package does not arrive in time, please contact us within 3 months after delivery , and we will reply you within 24 hours. Late requests will not be accepted.
  • Before returning any items, you must first contact us and obtain our written approval. Any unreturned products will not be refunded.
  • Unless our company is sure to provide large items and special orders in error, no refunds will be given. If the return or exchange affects the secondary sales, our company will charge fees and packaging fees appropriately.
  • Customers only need to pay the freight once (including returns), and the returned products do not charge consumers replenishment fees. In the case of free shipping, consumers are responsible for the return shipping costs.

Exception/non-returnable goods

Certain types of goods cannot be returned or exchanged, such as unpackaged goods (such as unlabeled, unpackaged), customized goods (such as special orders or personalized goods), and used goods (such as worn-out products with traces). We also do not accept the return of some parts and accessories, flammable and explosive products that have exceeded their expiration date. If you have any questions or concerns about a specific product, please contact us.

Unfortunately, we cannot accept returns for special offers or gift cards.

Exchange

We only replace items if they are defective or damaged on receipt. If you need to exchange it for the same item, send us an email at service.viviebike@gmail.com.The fastest way to ensure that you get what you want is to return the items you own. Once you accept the return, please purchase the new product separately.

Refund

We will notify you after receiving and checking your return, and let you know if the refund is approved. If approved, you will be automatically refunded via the original payment method. Please note that your bank or credit card company may also take some time to process and mail the refund, and it usually takes 5 to 8 business days to return the refund to your account.

Warranty guarantee

We implement equal warranty on products and provide comprehensive after-sales service.
After the customer places the order and pays, the customer can apply for the return and exchange service within 7 days from the date of payment, and the refund will be returned to the original payment within 1 week Account (return goods within 7 days).
Within 15 days from the date of payment (that is, within 1 week after the customer receives the goods), if non-artificial damage is found, we will replace parts or all products free of charge according to the degree of damage, and free delivery (replacement within 15 days).
Within 30 days from the date of payment, if the customer finds non-artificial damage, we will replace the parts free of charge and deliver free of charge (free warranty within 1 month).
Within 1 year from the date of payment, if the customer finds non-artificial damage, we will replace the parts free of charge, and the customer shall bear the transportation cost of the replacement parts.(1 year quality warranty).
After 1 year from the date of payment, if the product needs to continue to replace parts, the customer must pay the cost and freight of the replacement parts.
The bicycles we sell are brand new and authentic, and all accessories are the same as the original factory. The warranty period of its bicycle accessories is as follows:

Warranty coverage

Part

warranty period

Part

warranty period

Part

warranty period

Frame

12 months

handlebar

6 months

battery

12 months

Fork

12 months

Riser

6 months

Battery cover

3 months

Bowl ball

3 months

Folding riser

6 months

Battery lock

3 months

support

3 months

Set

3 months

Battery charging port

3 months

Mud board

3 months

Front hub

6 months

charger

12 months

Rear shelf

3 months

flywheel

3 months

Motor

12 months

Rear shock absorption

6 months

Front derailleur

3 months

Controller

12 months

tire

3 months

Rear derail

3 months

sensor

3 months

Spoke

3 months

Shift handle

3 months

Front brake

3 months

Brake

3 months

meter

6 months

Rear brake

3 months

Central axis

3 months

Speed ​​control

3 months

Saddle

3 months

Disc brake disc

3 months

switch

3 months

Saddle tube

3 months

Sprocket crank

3 months

headlight

3 months

Seat clamp code

3 months

One of the following conditions does not meet the warranty conditions:

  1. Test and dispose of vehicles for sale.
  2. Products or accessories that have exceeded the warranty period.
  3. Damage caused by improper use, repair and maintenance by users.
  4. Damage caused by natural disasters, man-made disasters, irresistible forces or chemical attacks.
  5. For accessories that do not need to be returned or exchanged, video, pictures and other supporting materials cannot be provided.
  6. Damage caused by modification or addition or reduction of other accessories.
  7. Vulnerable parts or consumables during normal use (accessory coatings, inner tubes, threaded tubes, ordered parts, sprockets, chains, pedals). It is not within the scope of personal injury, damage and normal wear and tear.

Contact us

Email: service.viviebike@gmail.com

(Working day from 9:00 am to 6:00 pm)

Before returning any items, please contact us and get our written approval. Any unreturned products will not be refunded.