Return Policy

  • We have a 30-day return policy, which means you have 30 days from the date of receiving the product to apply for a return.
  • If the product affects the normal use of the bike or scooter within the return period, we will accept the return and issue a refund; if there is a minor defect, we will offer appropriate compensation and provide replacement parts.

Returns are not allowed after 30 days from the delivery date：

To be eligible for a return, your item must be in the same condition as when you received it, not worn, not used, or the electric bike must have traveled less than ten (10) kilometers on the display screen. It must also include all items in the original packaging box and its original packaging (chargers, keys, hardware, etc.). You will also need the original purchase proof.

 

Damage and Issues:

  • Please inspect your order upon receipt. If the product is defective, damaged, or you received the wrong item, please contact us immediately so we can assess the issue and rectify it.
  • To initiate a return, you can contact us at suzy@duotts.com. If your return is accepted, we will send you a return shipping label and instructions on where and how to send the package. Items returned without prior request will not be accepted. Duotts does not cover the customer's return shipping cost.
  • If you have any questions regarding returns, you can always contact us at suzy@duotts.com.

Items not eligible for return include but are not limited to:

  • Products from unauthorized dealers.
  • Damage caused by human factors.
  • Products modified by the customer.
  • Gifts or free items.
  • Accessories purchased online (including mudguards, gift boxes, racks, helmets, controllers, phone holders, air compressors, waterproof covers, locks, rearview mirrors, etc.).
  • Additional purchased accessories (if you purchase aftermarket accessories directly from Duotts, please make sure they are the ones you need before buying from us).

 

Return Process:

  1. Send an email to suzy@duotts.com and provide your order number.
  2. Specify if it's a return or exchange.
  3. State the reason for the return.

 

  • To return your product, you should mail it to our warehouse address. You will be responsible for paying for your own return shipping costs, and the shipping cost is non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary. If the item you are shipping is over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. We will process all refunds after receiving and inspecting your returned item. We will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed within approximately 48 hours, and the amount will be automatically credited to your credit card or original payment method within a certain number of days

 

For returned items, we will need 3-6 business days to process the resolution after receiving your item. After that, the refund will be issued within 3 business days

Once we receive and inspect your return, we will notify you and inform you if your refund is approved. If approved, you will receive the refund automatically through the original payment method. Please note that your bank or credit card company may take some time to process and post the refund. If you confirm that the returned bike has been delivered, you can proactively contact Duotts to expedite the processing.

 

  • Depending on where you live, the time it may take for your exchanged product to reach you may vary. If the item you are shipping is over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. We will process all refunds after receiving and inspecting your returned item. We will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed within approximately 48 hours, and the amount will be automatically credited to your credit card or original payment method within a certain number of days
  • DUOTTS's return and exchange policy only applies to original consumers who purchased from authorized DUOTTS dealers.
  • Non-original consumers (such as second-hand owners) are not eligible for DUOTTS's return and exchange policy.
  • The return and refund policy for bicycles will automatically become invalid if the consumer modifies the components themselves.