Politique de remboursement

Refund Policy

Please be aware: For all orders (including pre-orders), your credit/debit card will be charged immediately without delay, regardless of whether the item is expected to ship. For unshipped order cancellation or refund applications, CEAYA can directly arrange refunds after written approval, and the following policies do not apply.

Refund process
Step 1, the buyer cancels the order or submits a return request;
Step 2, the buyer and the seller communicate the product delivery time, and the seller recalls the product;
Step 3, the seller detects the products that are returned to the warehouse;
Step 4: The seller refunds the full or partial refund to the buyer's original payment account.

Regarding returns:
To start the return process, you can contact us via email (buyer-support@ceayabikes.com). Usually we process your return request within 24 hours, and if your return request is accepted, we will reply you with the return shipping label and instructions on how to send the package.
Here are some key notes about the return policy:
1. Please note that usually we do not accept return applications for reasons other than quality defects. Sorry for the inconvenience! In case of special circumstances, for example: you need to return the goods for some personal reasons within 7 natural days after the logistics tracking system shows that the delivery is successful, please contact our customer service before submitting the return application.
2. For products with quality problems, we have a 14 natural day return guarantee policy, which means that you can submit a quality defect return application within 14 natural days after receiving the product. Before submitting a return request, please contact customer service to explain the situation and provide corresponding photo or video feedback.
4. Since the packaging of the product is a specially customized carton, in order to facilitate the return of the product, when you receive the product, we strongly recommend that you maintain the integrity of the carton when unpacking, and keep the outer packaging properly for a period of time.

After your return application is approved, please pack the product properly and return it to CEAYA's designated address in time. Once we receive the item, we will either replace the item or refund it to you. Usually this will be done within 2-5 business days, depending on where you live, the time for the replacement item to be delivered to you may vary.

Exemption from returns:
The following situations are exempt from returns
1. The return/refund application that exceeds the guarantee date of the return policy will be rejected (within 14 natural days for quality defects and 7 natural days for special reasons), but we can provide after-sales service within the scope of the warranty.
2. Non-returnable specials are marked on the product purchase page, including but not limited to second-hand products and special auction products.
3. Several types of goods are exempt from returns: Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary products, hazardous materials, or flammable liquids or gases.
4. Other non-returnable items: gift cards, downloadable software products, some health and personal care items.

Unacceptable return request
Please note: Your return request will be rejected in the following cases
1. We do not accept any items returned to us if you return the item without requesting a return to customer service in advance. The resulting overdue return policy guarantee period will be deemed to be within the terms of exemption from returns.
2. We do not accept your call to cancel an order or apply for a return. All cancelled orders need to be sent to CEAYA customer service by email. After the order is successfully cancelled, the customer will receive a notification email. Otherwise, the order cancellation is unsuccessful.

Return shipping:
During the return guarantee period, CEAYA shall bear the freight for return and exchange services due to quality defects. However, the return application under special circumstances and the freight incurred by the customer contacting the logistics service provider to return the goods may be excluded from this clause.

About refund
After the product has been successfully returned to the warehouse we will inspect and test the product, and we will send you an email to notify you that we have received your returned product.
Here's what you need to know to qualify for a refund
1. The model and quantity of the product and accessories you return must be the same as the one you received, and please make sure they are in the original packaging.
2. If you return the product by yourself, please choose a trackable shipping service or purchase shipping insurance, because we do not guarantee that you can receive your returned product.
2. You will need to provide a receipt or proof of purchase.
3. Please do not send your purchased product back to the manufacturer.
4. You must obtain our written approval before sending a return. If you send a return without our written consent, no refund will be given and you must pay shipping to return the product, or sacrifice the item.

In some cases, only partial refunds are granted:
1. The product you returned has obvious traces of use.
2. Any item not in original condition, damaged or missing parts due to non-CEAYA error.
3. CEAYA does not bear the shipping cost, and the advance return shipping needs to be deducted from the refund.

Delayed or lost refunds

If you have not received your refund within 5 business days of being approved, please check your bank account and contact your credit card company/bank as it may take some time for your refund to be officially issued. There is usually some processing time before refunds are issued. If you have done all of this and have not received your refund, please contact us via email.

Like the warranty policy, this refund policy applies only to the original buyer and does not apply to resale or gifting. This means that we almost only accept returns submitted by the original buyer.
However, if the item was marked as a gift when it was purchased and shipped directly to you, after requesting a return, you will receive a gift credit corresponding to the remaining value of the product returned. Upon receipt of the returned item, we will send you a gift card.

Customer Service Contact Email: buyer-support@ceayabikes.com

Last updated: [21/03/2022]