Last updated: June 2025
RETURN POLICY
At Sugain, we want you to be fully satisfied with your purchase. If you're not happy with your e-bike or accessories, we offer a 30-day return window in Germany and France, whether the product is defective or not.
To return a purchase, you email us through support@sugainebike.com.
RETURN & EXCHANGE ELIGIBILITY
You may request a return or exchange within 30 calendar days from the date you received your item. To be eligible:
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The product must be new, unused, and in original condition
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The e-bike must have fewer than 10 kilometers on the display
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All original accessories (charger, keys, hardware, manuals) must be returned in the original packaging
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A proof of purchase (receipt or order confirmation) is required
We do not accept returns for:
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Products that have been used, modified, or damaged due to human error
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Items purchased from unauthorized resellers
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Free gifts or promotional items
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Accessories purchased separately unless unopened and unused
Returns and exchanges apply only to products purchased directly from sugainebike.com. Items bought from unauthorized resellers or third parties are not eligible for returns or refunds through Sugain.
ORDER CANCELLATION POLICY
Please note the following regarding order cancellations:
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Cancellation Window: Customers may cancel their orders within 2 calendar days from the time the order is placed.
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Order Processing Time: Our team typically processes and ships orders within 3 business days after the order is placed.
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Eligibility for Cancellation:
If a customer submits a cancellation request before the order has been shipped and within the allowed cancellation period as defined above, the cancellation will be approved and the order will be fully refunded.
DAMAGES AND ISSUES
Please carefully inspect your order upon arrival. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately so we can evaluate the issue.
Note: While we will assist you in processing the return, the cost of return shipping, including return labels, remains the customer’s responsibility in all cases.
Please note:
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Items returned without prior approval or without requesting a return will not be accepted.
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Sugain is not responsible for the shipping costs of packages returned by customers without approval.
For any questions regarding returns, feel free to contact us anytime at support@sugainebike.com.
EXCHANGES
We accept product exchanges under the following conditions:
| Exchange Type | Time Frame | Fee |
|---|---|---|
| Same model, different color | Within 30 days | €200 shipping fee per unit |
| Different model | Within 30 days | €200 shipping fee + price difference |
| Any exchange after 30 days | Not accepted | — |
All exchanges must be pre-approved by our customer support team.
RETURN PROCESS & SHIPPING
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Contact us via email at support@sugainebike.com with your order number and reason for return/exchange.
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Our support team will review your request and respond within 24 business hours. If approved, you will receive detailed instructions on how and where to send your return.
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You are responsible for the return shipping costs and arranging the shipping label.
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Returns sent without prior approval will not be accepted.
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We do not charge any restocking fees for approved returns.
REFUNDS
Once your returned item is received and inspected, we will notify you via email about the approval or rejection of your refund.
If approved, refunds will be processed using the original payment method within the following timeframe:
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7 business days for credit/debit card payments
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3 business days for PayPal
Refunds will be processed within 7 business days for credit/debit card payments and 3 business days for PayPal, starting from the date we receive and inspect the returned item to ensure it meets the return eligibility criteria.
LATE OR MISSING REFUNDS
If you haven’t received your refund yet, please follow these steps:
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Check your bank account or payment service (e.g., PayPal) again to confirm the refund has not been posted.
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Contact your credit card company or payment provider, as it may take some time before the refund is officially processed and posted.
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Contact your bank directly, since there may be additional processing time before the refund appears in your account.
If you have completed all these steps and still have not received your refund, please contact us at support@sugainebike.com for further assistance.
RETURN SHIPPING INFORMATION
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All returns must be sent by mail to the address provided after contacting our support team.
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Packages returned without confirmation from us will be refused and may not be processed.
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For products valued over €50, we recommend using a trackable shipping service to avoid loss during transit.
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If the return is not due to a quality issue, the customer is responsible for the return shipping cost. We do not reimburse postage unless the product is defective or incorrect.
PRIVACY POLICY NOTICE
During the return and refund process, Sugain collects and processes certain personal information necessary to verify your order, communicate with you, and complete the refund or exchange.
Please be assured that all your personal data will be handled securely and in accordance with our Privacy Policy, which you can review at [link to your Privacy Policy page].
We are committed to protecting your privacy and ensuring that your information is used only for the purposes related to your order and after-sales service.
SHIPPING
To return your product, please contact us at support@sugainebike.com. Our staff will respond and provide confirmation before you send your return. Do not return the product without prior confirmation, as our warehouse may be unable to identify the sender, which will prevent your refund from being processed.
There are no restocking fees charged to consumers for product returns.
Please note that delivery times for exchanged products may vary depending on your location.
For returns of items valued over €50, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items sent without tracking.
RETURN ADDRESS
ADDRESS: 05-552 Wolka Kosowska Stefanowo ,UL.Urocza 8
Do not return your products before receiving confirmation via email from support@sugainebike.com.
IMPORTANT NOTES
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This return and exchange policy applies only to purchases made on sugainebike.com.
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Please do not return items directly to the manufacturer without prior approval.
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All accessories must be unopened and unused to qualify for a return or exchange.
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For product defects or shipping damage, please provide clear photos or videos when contacting us for faster resolution.
Please do not return your items without prior confirmation via email from support@sugainebike.com.
CONTACT INFORMATION
Please do not return your items without prior confirmation via email from support@sugainebike.com.
Our company information for returns is as follows:
Company: Shenzhen Siyou Time and Space Technology Co., Ltd.
Address: B202, Building F, Zhonghao Jinyucheng Industrial Park, Xiangjiaotang Community, Bantian Street, Longgang District, Shenzhen
Phone: +86 19925176742
Email: support@sugainebike.com
This return policy complies with applicable consumer protection laws in Germany, France and the European Union. Sugain reserves the right to amend this policy at any time. Customers will be notified of any significant changes.
