Returns

DIRWIN BIKE RETURNS | UNITED STATES

What is “Free Returns” Coverage? When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange for FREE.
If you decide not to buy return coverage you can still return your items, but you will be responsible for the cost of the return shipping label.
All returns are subject to the guidelines outlined in our Return Policy.

Returns, Refunds and Restocking Fees. Dirwin Bike believes in the quality of its products and wants you to shop with confidence. Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories and ebikes sold by Dirwin Bike. Note: All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, 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.).

  • Returns of New Items Within 15 Days of Receipt. We allow you to return any item in new condition (bikes must have less than 5 miles on the odometer to be considered new) within 15 days from delivery date for a full refund with no restocking fee, less shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless a shipping error occurred. We will issue a refund using the same payment method you used originally.
  • Returns of Used Items. Any items returned in a used condition may be returned within 15 days from the delivery date, subject to the return shipping charges and a restocking fee in the amount of thirty percent (30%) of the purchase price. Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer. Dirwin Bike will not accept returns for any ebike with 20 or more miles on the odometer.

Return Shipping Costs. You will be responsible for your own shipping costs for returning your item. Shipping costs are non-refundable.

Initiating a Return

  1. To start the return process, please click here to visit our returns portal. Please note, Dirwin Bike does not accept returns after 15 days from the delivery date.
  2. Written approval from Dirwin Bike prior to the return is required. Any unauthorized returns will not be accepted. Returning a bike without Dirwin Bike’s prior consent means risking losing the bike. If you accidentally sent the bike to us without consent you must bear the shipping fee to get it returned to you.
  3. Dirwin Bike will provide a pre-paid shipping label which must be used for the product return. 

If these conditions are not met Dirwin bike will not accept returns, but you will be able to enjoy our 24-month hassle-free warranty.

Note: If a customer decides to arrange the return shipment by himself and the request has been confirmed by Dirwin Bike's customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Dirwin Bike will not be responsible for any damage, loss, or other accidents to the shipment arranged by the customer.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

  1. Fashionable wear (hats, etc)
  2. All accessories
  3. Special orders
  4. Used items except in EXTREME cases of breakage/malfunction

Shipping Procedure

For accepted returns, Dirwin will provide you the authorization and shipping labels. Please ship the bike only after receiving these details from Dirwin. After shipping a return please provide us with the tracking-number of the delivery.

Upon receiving your return, Dirwin will organize a return or refund the purchase amount to you within 2 business days. If you do not receive the return after 2 days from approval please check your bank and credit card accounts since it might take some time before the refund shows on your account. If after checking your account you don’t see the return please contact us at customerservice@dirwinbike.com and we will be glad to help solve the issue.

Refused Shipments – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $250 per ebike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. 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 $250. Please note, in order to receive a refund, you must notify Dirwin of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.

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

No Bike Shop Returns. Please note that each of our dealers sets their own return and exchange policies and procedures. We do not accept returns of items purchased from bike shops and our return policy is not honored anywhere except Dirwinbike.com. Please contact the place of purchase to discuss their return policy.