Return and Refund Policy

Thank you for choosing RYD E-Bikes.

At RYD, we are committed to providing high-quality electric bikes and ensuring a transparent, fair shopping experience. This Return & Refund Policy applies exclusively to purchases made directly through the official RYD website or RYD-owned online stores within the European Union (EU).

In accordance with EU consumer protection laws (Directive 2011/83/EU), EU consumers have a legal right to withdraw from distance contracts within 14 days without giving any reason. Please carefully review the following legal conditions, obligations, and financial responsibilities regarding the exercise of this right.

1. 14-Day Right of Withdrawal

You have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire after 14 days from the day on which you, or a third party designated by you (other than the carrier), acquires physical possession of the product.

To exercise your right of withdrawal, you must inform us of your decision via an unequivocal statement before the period expires:

● Email: service@rydbike.com

2. Liability for Diminished Value (The "Testing" Threshold)

Under EU law, you are permitted to inspect and test the e-bike in the same manner as you would reasonably be allowed to do in a physical retail store (e.g., checking the fit, appearance, and basic static functionality). The right of withdrawal is not a free trial or rental period.

You are legally liable for any diminished value of the e-bike resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the bike.

To maintain the product's eligibility for a full refund, the returned e-bike must be in a "like-new" and resalable condition:

• Odometer Mileage: The cumulative riding distance must be less than 3 km (strictly limited to essential technical verification).
• No Signs of Road Wear: The tires, rims, and chassis must show no signs of outdoor road use, dirt, mud, or asphalt debris.
• No Assembly Damage: The bike must not show scratches, rounded screws, or cosmetic/structural defects resulting from improper assembly or modification.
• Completeness: All original components, accessories (keys, charger, pedals, tools), documentation, and manual booklets must be returned intact.

3. Return Logistics & Shipping Costs

Pursuant to Article 14(1) of Directive 2011/83/EU, the consumer shall bear the direct cost of returning the goods.

Because e-bikes are bulky, heavy items containing high-capacity lithium-ion batteries, they are classified as Dangerous Goods (HazMat) under international transport regulations and cannot be returned via standard postal services.

To process your return, you have two options:

Option A: RYD-Arranged Collection (Recommended & Most Secure)

To ensure a safe and compliant return process, RYD can arrange for a certified heavy-freight logistics partner to collect the e-bike directly from your address.

• Cost Deduction: The direct cost for this specialized freight collection is estimated to be between €150 and €300 EUR per unit, depending on your geographic location.
• Payment: You do not need to pay this upfront. If you choose this option, the exact freight cost will be automatically deducted from your final refund balance.

Option B: Self-Arranged Return (Strict HazMat Compliance Required)

You may choose to arrange the return shipment yourself using your preferred logistics provider.

• HazMat Requirement: You MUST strictly use a courier that is officially certified and licensed for the transport of high-capacity lithium batteries (Class 9 Dangerous Goods).
• Customer Liability: If you select this option, you assume 100% of the financial and legal risks associated with the transit. If you use an unqualified standard courier and the package is intercepted, refused, confiscated by customs/transport authorities, or causes incidents during transit, RYD accepts no liability. Any total loss or damage resulting from non-compliant shipping arrangements will void your eligibility for a refund.

4. Return Packaging & Transit Liability

Regardless of whether you choose Option A or Option B, you are solely responsible for ensuring that the e-bike is securely packed for transit.

• Packaging Mandate: The e-bike should preferably be returned in its original RYD heavy-duty shipping box, utilizing the original internal protective foam inserts and zip-ties.
• Absence of Original Packaging: If you no longer possess the original box, you must source an equivalent, specialized heavy-duty bicycle transit carton at your own expense. Standard moving boxes are structurally insufficient for heavy e-bikes.
• Transit Damage Penalty: If a return arrives at our warehouse damaged due to insufficient, non-compliant, or negligent packaging, the customer will be held fully liable for the repair costs. The corresponding amount will be deducted directly from the refund balance.

The Mandatory Return Process (RMA)

To ensure your return is legally processed and tracked, you must strictly follow our Return Merchandise Authorization (RMA) sequence.

1. Submit Formal Notice: Within 14 Days of Delivery.
   Send an explicit email to service@rydbike.com stating your decision to withdraw. Include your order number, proof of purchase, and indicate your preference for Option A (RYD-Arranged) or Option B (Self-Arranged).
2. Provide Inspection Photos: Mandatory Pre-Approval.
   Provide clear photos of the odometer reading (showing less than 3 km), tires, frame, and current packaged state to verify eligibility.
3. Receive RMA & Logistics Confirmation: Do Not Ship Without This.
   Once approved, you will receive a unique Return Merchandise Authorization (RMA) number. For Option A, we will confirm the collection date and deduction amount. For Option B, we will provide the designated HazMat-compliant warehouse address.
4. Dispatch Cargo: Tracking & Handover.
   Hand over the bike to the logistics provider. If using Option B, you must immediately email the tracking number and the name of your HazMat-certified courier to RYD support.

5. Inspection and Refund Processing Timeline

Upon safe arrival of the returned product at our designated warehouse:

1. Technical Evaluation: A comprehensive diagnostic inspection (checking odometer data via the controller, battery health, frame integrity, and component cosmetics) will be completed within 5 business days.
2. Deduction Assessment: If any diminished value, missing parts, or transit damages are identified, we will provide you with an itemized inspection report and notice of refund deduction.
3. Disbursement: The remaining eligible balance will be credited back to your original payment method within 14 days from the day we received the returned goods.

6. Non-Returnable Items & Third-Party Purchases

• Customized Orders: E-bikes that have been customized, personalized, or altered according to specific customer requirements are completely excluded from the 14-day right of withdrawal.
• B2B Purchases: Purchases made by corporate entities, commercial users, or wholesale dealers are not covered by EU consumer withdrawal rights.