Return & Refund Policy

If your purchase was made in-store, returns are subject to individual retailer restrictions. Please direct any questions regarding in-store purchases to your Fifield retailer.

ORDER CANCELLATION

 

Before Shipping
Please email info@fifieldebikes.com. Our customer service team will contact you within 24 hours.
Shipped but Not Received
You may cancel your order. For all cancellations, shipping charges will apply ($200 for bikes, $50 for wheels, motors, batteries, and trailers; $15 for all other products). We will issue a refund using your original payment method.
Delivered
Please refer to the return policy below.

ORDER MODIFICATION

 

Before Shipping
Modifications are free of charge. Contact info@fifieldebikes.com to proceed.


After Shipping
No modifications allowed.

MODEL REPLACEMENT & RETURN

 

Free Replacement and Return
Customers may reject a package due to:
  • Shipping damage (functionally affecting use)
  • Missing or critically damaged parts
  • Quality-related issues Submit evidence (photos/videos required) to info@fifieldebikes.com. After verification, we will arrange free replacement and return. Note: Refusing packages for personal reasons incurs shipping charges ($200 for bikes, $50 for wheels/motors/batteries/trailers; $15 for other items). Definition of critically damaged items: Main product structure deformation affecting normal function.
Non-Qualifying Conditions
Free replacements/refunds do NOT apply for:
A) Minor outer packaging damage
B) Minor scratches or paint loss
C) Parts damaged after excessive use
D) Parts worn after regular use

RETURN POLICY

 

New & Unused Items (Within 15 Days)

  • Full refund available
  • Return shipping charges :
    • Bikes: $200
    • Wheels/motors/batteries/trailers: $50
    • Other products: $15

Used Items (0-10 Miles; Within 15 Days)

  • Refund available 
  • Customer pays return shipping + 30% restocking fee
  • Fifield provides parts/repair guidance
  • Optional paid repair at our U.S. center

Partial Refund Conditions (Applies if ALL criteria met):

  • 50% fee + return shipping deducted when:
    • Requested 16-30 days after receipt
    • Odometer shows 11-20 miles
    • Bike has obvious use signs:
      • Dirty tires/riding marks
      • Minor scratches on frame/screen
      • Unremovable use signs on components
      • Any condition affecting resale as new

Non-Returnable Conditions:

  • Requests >30 days post-receipt (regardless of use)
  • Odometer >20 miles
  • Missing critical components (frame/tires/battery/motor)
  • Significant scratches/paint peeling/faults/heavy use signs

QUALITY ISSUES

 

Qualifying for Free Return/Replacement (Return shipping covered):

Appearance Damage (Including Shipping Damage):
  • Inspect immediately upon receipt
  • Report within 48 hours with photos (product unused)
Hardware Damage (Within 15 business days):
  • Non-human-induced defects affecting normal riding
  • Must be confirmed by Fifield engineers:
    • Internal motor/battery/controller faults (no collision marks)
    • Unrepairable brake system/safety hazards
    • Recall-worthy design defects

Non-Quality Issue Solutions:

  • Repairs/Replacements: Primary solution if not covered under return policy
  • Insistent Returns: 50% fee + return shipping applied
  • Non-Customer-Caused Issues (e.g., shipping delays): Returns not permitted; compensation may be  offered
  • Self-Resolution: Compensation available for customers handling repairs independently
  • Incorrect Shipments: Return for correct replacement

Single Product Compensation:

  • Accessories: $100-$200 value
  • Discounts: Up to $100
  • Higher compensation requires supervisor approval

RETURN PROCESS

 

Return Shipping Costs
Customers bear all return shipping costs (non-refundable).
Original Packaging Required
  • All items must be returned in original packaging (battery/charger/keys included)
  • Packaging must be undamaged and clean
  • Lost packaging fees:
    • Bikes: $200
Refund Procedure
  • Refunds issued to original payment method after warehouse inspection
  • Deductions apply for fees/shipping/restocking
  • Contact us if refund doesn’t appear in 2 business days (bank processing delays possible)
CONTACT
We value your business! For return assistance:
  • Email: info@fifieldebikes.com
  • In-store: Contact your Fifield retailer