Shipping And Return Policy

AITOUR is committed to providing you with the best shopping experience possible. Read below to learn about AITOUR shipping and refund policy.

Delivery of orders

1. Customer should provide AITOUR with the correct shipping address. If the customer’s package is returned or other charges are incurred because of an incorrect address, the customer shall be responsible.

2. AITOUR will ship the order within the shipping time shown on the website. If the shipment is delayed due to force majeure factors or other reasons, AITOUR has the responsibility to notify the customer in time.

3. In principle, we ship Monday through Friday, excluding weekends and holidays. Once your order has been shipped, you will receive a notification email, which may take up to 48 hours to update. Because the goods are large, in order to deliver them to you completely, we always contact the truck transportation company for transportation. Truck shipments usually do not have a tracking number. The truck driver will contact you in advance to arrange the delivery time for you. If you do not receive this email, please try checking your spam/junk mail or promotions folder, or contact us promptly. We are not responsible for any delays caused by the carrier.

4. After shipment, the risk of damage and/or loss of products is borne by AITOUR until delivery to the customer or the customer’s designated representative.

Shipping Costs

1. Shipping to Germany, Netherlands, Luxembourg, and Belgium is free of charge for all products.

A shipping fee of €199.00 will be charged for the delivery of the e-bike to the following countries:

Austria
Czech Republic
Denmark
Faroe Islands
Hungary
Liechtenstein
Monaco
Poland
Slovakia
Sweden
Switzerland

A shipping fee of €450.00 will be charged for the delivery of the e-bike to France.

Note: Our selling prices in the UK market are different due to cost, duties, shipping etc. If you want to order, please check the price carefully or contact our sales in the UK. Gila@aitourebikes.co.uk

For accessory orders over (including) €200, shipping costs are free in the following countries:

Austria
Czech Republic
Denmark
Faroe Islands
Hungary
Liechtenstein
Monaco
Poland
Slovakia
Sweden
Switzerland

For accessory orders under €200, shipping costs are €20 in the following countries:

Austria
Czech Republic
Denmark
Faroe Islands
Hungary
Liechtenstein
Monaco
Poland
Slovakia
Sweden
Switzerland

Note: Since our warehouses are located in Europe, our shipping costs to various countries vary. If you are not in the country mentioned above, please contact our customer service to find out the shipping cost for your location, otherwise, we reserve the right to refuse the delivery.

2. All of our electric bikes are shipped fully assembled and the cost of full assembly for cargo bikes is €100. We do not offer unassembled shipping options.

3. Once shipped to an area other than the US or Europe, your order may be subject to import duties and taxes that are not included in the shipping charges you pay and will be levied once your package arrives in your country. We are not responsible for any duties, taxes, or additional fees that may be charged by customs for international shipments.

Shipping Time

In-stock items will be shipped within 15 business days, depending on your location.

Accessories will be shipped within 15 business days.

The shipping time for pre-sale items is displayed on the product details page.

Delays due to temporary out-of-stock or COVID-19-related exceptions will be emailed to you regarding the specifics of your order. If you have any questions, you can contact us promptly.

Order Cancellation

1. Customers may cancel an order at any time before it has been shipped and receive a full refund.

2. For all pre-order/backorder bikes, your credit/debit card will be charged for the full cost of the product immediately upon ordering, regardless of when the product is expected to ship. You may cancel your pre-order at any time prior to shipment and receive a full refund.

Returns

E-bike Returns

Returns are made within 14 days of delivery.

Within 14 days from the date you receive your AITOUR bike, you should contact AITOUR if you want to return an e-bike that is not defective or damaged. Returns will not be accepted without AITOUR’s consent. Any resulting costs will be borne by the customer.

Returned products are subject to the following conditions:

1) The mileage on the e-bike’s odometer must be less than 10 miles.

2) The e-bike is free of any wear, dirt, dust, scent, or any other signs of use and must include all items in the box (charger, keys, hardware, etc.).

3) The gift given at the time of the promotion should be sent back with it.

4) The e-bike is in the same packaging (shipping box) and condition as you received it.

Once we have approved your return request, you can promptly send your goods to us and are responsible for informing us of the tracking number. Note that the risk of damage and/or loss of the product during the return process is borne by the customer until we receive your return. We will have our professional staff inspect the condition of the goods as soon as we receive the return.

1. If the goods we receive are undamaged, all refunds (including assembly and shipping fees paid) will be processed within 7 business days of our receipt of the return and will be returned to the original payment method used to purchase your order. Refunds may take up to 7 business days to appear on your bank statement. Please note that any delay in processing refunds to your account may be due to your financial banking institution. Shipping costs incurred due to returns will be advanced by the customer. After the customer has sent the goods, please contact our customer service, who will register your information as well as the collection account. If there are no problems with your return, we will transfer the shipping cost to your account within 7 working days. If your return shipping costs are unreasonable, we reserve the right to refund you the appropriate costs in accordance with our shipping rates.

Please note that for any return not due to product quality issues, the return shipping fee will be borne by the customer.

2. If we receive goods that are damaged (note that the damage may have occurred in transit), our customer service will contact you and deduct the appropriate charges depending on the extent of the damage. All other refunds (including assembly and shipping charges paid) will be processed within 7 business days of our receipt of the returned item and will be returned to the original payment method used to purchase the order. Refunds may take up to 7 business days to appear on your bank statement. Please note that any delay in processing refunds to your account may be due to your financial banking institution. Shipping costs incurred due to returns will be advanced by the customer. After the customer has sent the goods, please contact our customer service, who will register your information as well as the collection account. If there are no problems with your return, we will transfer the shipping cost to your account within 7 working days. If your return shipping costs are unreasonable, we reserve the right to refund you the appropriate costs in accordance with our shipping rates.

If your goods do not meet the return conditions, no returns will be allowed. If the customer returns goods that do not meet these conditions, AITOUR reserves the right to refuse to pay the shipping costs incurred for the return and deduct the cost of damage to the goods.

Note: Returns are not allowed after 14 days of the delivery date.

Accessory Returns

Returns are made within 30 days of delivery.

Within 30 days from the date you received the accessories from AITOUR, you should contact AITOUR if you want to return an accessory that is not defective or damaged. Returns will not be accepted without the consent of AITOUR. Any resulting costs will be borne by the customer.

Any returned accessories must be unused, free of any wear, dirt, dust, or fragrance, and must be sealed, unopened, and in the same packaging and condition as when you received them.

Once we have approved your return request, you can promptly send accessories to us and are responsible for informing us of the tracking number. Please note that until we receive your return, the risk of damage and/or loss of the product during the return process is borne by the customer. We will have our professional staff inspect the condition of the accessories as soon as we receive the return.

1. If the accessories we receive are not damaged, all refunds (including shipping costs) will be processed within 7 business days of our receipt of the return and will be returned to the original payment method used to purchase your order. Refunds may take up to 7 business days to appear on your bank statement. Please note that any delay in processing refunds to your account may be due to your financial banking institution. Shipping costs incurred as a result of the return will be advanced by the customer. Once the customer has sent the goods, please contact our customer service and they will register your information as well as the collection account. If there is no problem with your return, we will transfer the shipping cost to your account within 7 working days. If your return shipping cost is unreasonable, we have the right to refund you the corresponding cost according to our shipping rate.

Please note that for any return not due to product quality issues, the return shipping fee will be borne by the customer.

2. If we receive damaged accessories (note that damage may have occurred in transit), our customer will contact you and deduct the appropriate charges depending on the extent of the damage. All other refunds (including shipping costs) will be processed within 7 business days after we receive the return and will be returned to the original payment method used to purchase the order. Refunds may take up to 7 business days to appear on your bank statement. Please note that any delay in processing refunds to your account may be due to your financial banking institution. Shipping costs incurred as a result of the return will be advanced by the customer. Once the customer has sent the accessories, please contact our customer service and they will register your information as well as the collection account. If there is no problem with your return, we will transfer the shipping cost to your account within 7 working days. If your return shipping cost is unreasonable, we have the right to refund you the appropriate cost according to our shipping rates.

If your accessories do not meet the return conditions, no returns will be allowed. If a customer returns goods that do not meet these conditions, AITOUR reserves the right to refuse to pay the shipping costs incurred for the return and deduct the cost of damage to the accessories.

Note: Returns are not allowed after 30 days of the delivery date.

Non-returnable/non-refundable items

Batteries, special orders, sale items, gift cards, and used accessories, and extremely personalized and customized products may not be returned except in extreme cases of breakage/failure covered by our warranty, and only after receiving our return approval.

Exchange of Goods

If you receive a defective or damaged item, we will gladly replace the item. Shipping costs incurred for replacement goods are the responsibility of AITOUR. Please contact our customer service for specific exchange details.

Contact information

E-mail: support@aitourebikes.com

Return Address: 36 Marconistraat 7575 Oldenzaal NL

Disclaimer

You are aware of all the safety risks associated with e-bikes. By purchasing an e-bike from AITOUR, you agree to take full responsibility for your own safety and that of the rider. It is your responsibility to recognize the limits of your e-bike and to ride within those limits, especially when carrying cargo. You are obliged to check the safety of your e-bike before each ride.

AITOUR is not responsible for any accidents, even those attributable to the design of the bike or the mechanical failure of the bike. Before you buy, if you have any questions about AITOUR bike or have questions about specifications, options, customization, or anything else, please email us or call us and we will do our best to give you the most detailed answers.

We reserve the right to modify the shipping and return policy at any time without prior notice to you. The version of the policy that applies to your order will be the version that was on Aitourebikes.com at the time you placed your order. You may review the most current version of the policy on this page at any time. It is your responsibility to check this page periodically for changes. Your continued use of or access to Aitourebikes.com after any changes are posted constitutes acceptance of those changes.