Returns Policy

If you are experiencing any issues with refunds, returns or exchanges, please contact our staff for support in the first instance.

 

PRE-ORDER & ORDER CANCELLATION

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship. For shipping issues, you can check the shipping policy.

Product Change Process:

1. If you find a quality problem with your product within 15 days of receiving it, please contact our customer service team via online form, phone or email.

2. Our customer service team will help you to complete the return process, please assist our customer service to provide the video or pictures of the quality problem of the relevant product to confirm whether the product is indeed a quality problem. If it is confirmed that there is a quality problem with the product, we will arrange the return for you and provide you with a return shipping label, you do not need to bear any additional costs. Note: Returns need to be made using the original packaging and packing materials, and please place all accessories in a cardboard box. Once the carton is packed, please print out the return shipping label provided by us and stick it on the carton.

3. If a product with a quality problem arrives at our warehouse and our warehouse colleague has confirmed signing for the product, we will process the replacement and send you a new product. If we are unable to provide you with a replacement, we will arrange a refund for you within 2 business days of confirming receipt of the returned bike. The cost will be refunded back to the account you previously paid for your order. If you do not receive a refund for more than 2 business days, you can contact us at our email address. Email: service@lankeleisi.com

4. If there is no quality problem with the product and you still want to exchange or return it, please refer to the ‘Eligibility for Replacement’ clause listed in the Product Replacement Policy. Please ensure that the product you have signed for is completely unused, free from dust, dirt or odour, and in its original packaging. For returned e-bikes, you will be responsible for 300£ return shipping costs as the product is not of quality. (Return shipping cost: 150£, Replacement model dispatch shipping cost: £150). Please contact our customer support within 15 days of receiving your product for further instructions and assistance. Note: We do not support the return of accessories purchased in our shop if it is not a quality issue. (Including bike replacement parts, cycling equipment, such as: helmets, gloves, etc.)

5. After 30 days from the date of receipt, no product changes will be accepted under any circumstances.

Product Returns Process:

1. If you wish to return a product within the first 15 days of receipt, please contact our customer service to initiate the return process.

2. Ensure the product is unused, free of dust, dirt, or odor, and in its original packaging. You will be responsible for the return shipping costs, which amount to ￡300.

3. Once my warehouse colleague has confirmed receipt of your returned bike and confirmed that there are no issues that meet the requirements of the returns policy, a refund will be arranged for you within 2 business days and will be refunded via the original method of payment you used to make your purchase.

4. Please note that the return and replacement processes involve shipping the product back to our warehouse for inspection before any further action is taken. If you have any questions or concerns, feel free to contact our customer service for assistance. Email: service@lankeleisi.com

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

  • Fashionable wear (hats, etc)
  • All accessories (Includes all bike replacement parts, helmets, gloves and other cycling gear accessories)
  • Special orders
  • Used items except in EXTREME cases of breakage/malfunction（For example: the product already shows visible signs of use, the bike's tyres are dusty and worn, the bike's frame shows scratches; or the product is purchased as a bike accessory.）
  • LATE OR MISSING REFUNDS
  • If you haven’t received a refund after 2 business days of approval, please check your bank account again and contact your credit card company/bank as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at service@lankeleisi.com

Refund

1. For any product that you return correctly in accordance with this policy, we will refund the price you paid to us.
2. We will not refund you the original shipping costs associated with the returned product.
3. We will not refund to you any costs incurred in returning the product to us.

Improper return

1 If you return a product that violates this policy, and you do not have any other legal right to refund or exchange the product:
(a) We will not refund the purchase price or exchange the goods;
(b) We may keep the returned products until you pay us. Additional fees that we may charge for re-delivery of returned products
(C) If we do not receive the additional payment within 15 days, we may dispose of the product by ourselves.