Return and Refund Policy（EU)

Ouxi Electric Bicycle Return and Refund Policy
Thank you for shopping at Ouxi Store! We have carefully formulated this policy to ensure that you clearly understand the relevant procedures and regulations for returns and refunds. Please read the following content carefully so that you are fully aware of your rights and responsibilities.

1. Scope of application

This policy only applies to Ouxi electric bicycles purchased on the official website of Ouxi Store (ouxi-ebike.com). If you purchase products through Amazon or third-party dealers, please follow their respective policies.

2. Cancellation of orders

• Cancellation of unshipped orders: If you want to cancel an order that has not yet been shipped, please contact us as soon as possible through the official email ouxiofflcial@gmail.com. We will process the order cancellation as soon as possible after receiving your application. However, please note that due to the timeliness of the order processing process, even if you submit a cancellation application before the order is shipped, it cannot be completely guaranteed that the cancellation operation will be successful. Once the order is successfully canceled, we will send you a confirmation email to clearly inform you of the status of the order cancellation.
• Processing of shipped orders: If the order has been shipped, we will not be able to perform the cancellation operation. At this time, it is recommended that you wait patiently for the order to be delivered. Within 14 days of receiving the product, you can contact us to apply for a return and obtain a return label. Please be sure to follow the correct return process, otherwise the product may be lost in transit or rejected by the warehouse due to unregistered return, which will result in you not being able to successfully obtain a refund or exchange.

III. Refund Policy

Ouxi electric bicycles have a 30-day return policy. If you are not satisfied with the bicycle within 30 days of purchase, you can contact our customer service team to apply for a return so that we can accurately evaluate whether the product is eligible for return. If your bicycle meets all of the following conditions, we will provide you with the correct return address and assist you in completing the return process:
• Odometer reading requirements: The odometer reading of the bicycle must be less than twenty (20) miles.
• Appearance and Cleanliness: The bicycle surface is free of dirt, scratches, odors, or other obvious signs of wear and tear. (Except for shipping errors made by OUXI.)
•If the bicycle is damaged or dirty upon return, we will deduct the cost of cleaning and repairing the bicycle parts from your refund.
•The original packaging materials must be retained; otherwise, returns will not be accepted.
• Assembly integrity: There are no defects caused by improper assembly, such as bolts falling off, frame scratches, etc.
• Accessory integrity: All contents of the original packaging must be included, including but not limited to chargers, keys, tools, hardware, and any free gifts.
• Photo Provided: Please provide our support team with photos of the odometer, the bike before disassembly, and the packed bike for our initial review.

Return Fees and Refund Instructions
•Return Shipping Costs: Unless the package you received was damaged during OUXI's delivery process, the buyer is responsible for return shipping costs of 100 to 200 euros and must properly package the bicycle to ensure it is not damaged during transit.
• OUXI Shipping Damage: If the buyer receives a package that is damaged during transit, the buyer is not responsible for return shipping costs. OUXI will provide a return label and cover all shipping costs.

IV. Return and Refund Process

• Return Application: To start the return process, please contact us through the official email ouxiofflcial@gmail.com to inform us of your order number, reason for return, and the specific condition of the product. Our customer service team will communicate with you as soon as possible after receiving your email and review your return request.
• Return Shipping Arrangement: If your return request is accepted, we will send you a return shipping label and detailed package return instructions, including shipping address, packaging requirements, etc. Please follow the instructions strictly to ensure that the package can be safely and accurately returned to us.
• Refund processing: The refund will be processed within 3-7 working days after we receive and inspect the returned package. We will conduct a comprehensive inspection of the returned bicycle to confirm whether it meets the return conditions. If everything meets the regulations, the refund will be returned to the account you paid in the first place.
• Exchange process: If you decide to replace a new bicycle after consultation with our customer service, please return your bicycle according to the above process first. After we receive and confirm that the returned bicycle is correct, we will arrange to send you a new bicycle.

Notes:

• Unapproved returns: We do not accept any self-returned goods without prior application for return. Ouxi does not bear the shipping costs of the customer's self-returned package, nor does it bear the responsibility for any damage, loss or other accidents that occur during the transportation of the returned package. Therefore, we strongly recommend that you contact us before returning the product and follow our arrangements.
• Shipping insurance advice: In view of the possible risks during transportation, we recommend that you purchase additional shipping insurance for the returned package to protect your rights. For your safety and convenience, we recommend that you wait for the logistics pickup arranged by us to minimize the risk.
We are always committed to providing you with quality products and services, and hope that the above policies can make you feel more at ease during the shopping process. If you have any questions or need further assistance, please feel free to contact our customer service team at ouxiofflcial@gmail.com, we will serve you wholeheartedly.