Refund policy
General Conditions
You have 30 days from the date of delivery to request a return or refund.
To be eligible for a return, your product must be:
- In its original condition, unused and unassembled
- Packed in its original, intact packaging
- Accompanied by a proof of purchase (invoice or receipt)
To request a return, you must contact us by email at: info@nova-bikes.com
Returns sent without prior approval will not be accepted.
Refund Conditions
- Cancellation within 48 hours before shipment: 100% refund
-
Cancellation within 48 hours after shipment: 70% refund of the total amount
(We will attempt to intercept the shipment. If unsuccessful, a 30% deduction will apply.) - Cancellation after 48 hours and before shipment: 95% refund (5% administrative fee deducted)
Specific Return Cases
-
Package shipped but not received (incorrect address provided):
70% refund (10% return shipping fee + 15% restocking fee + 5% administrative fee deducted) -
Package refused upon delivery:
70% refund (10% return shipping fee + 15% restocking fee + 5% administrative fee deducted) -
Package delivered and return requested (within 30 days):
Product must be unopened and unassembled
→ 80% refund (15% restocking fee + 5% administrative fee deducted)
Return shipping costs are at your expense.
Non-Eligible Cases for Return or Refund
- Claims made after 30 days from delivery
- Opened package, assembled bike, or missing original packaging
- Bikes already officially registered
- Minor scratches or dirt
- Size or comfort-related issues (size recommendations are indicative only)
Return Procedure
- Send your request by email to info@nova-bikes.com, including your order number and reason for return
- Attach photos or videos clearly showing the product is unused and unassembled
- Wait for approval before shipping
- After approval, ship the product within 7 days with a tracking number
- Once received and inspected, your refund will be processed within 5 business days
Refund Processing
Refunds will be issued via your original payment method:
- PayPal: within 48 hours after approval
- Credit/Debit Card: within 7 to 14 business days (depending on your bank)
WARRANTY
At Nova Bikes, we place great importance on the quality and reliability of our electric bikes.
All our models come with a manufacturer’s warranty, covering manufacturing defects and failures not related to improper use.
Warranty Duration by Component
• Main Components (2 years):
Motor, controller, battery, charger, front fork, rear derailleur, handlebar
• Secondary Electronic Components (3 months):
Front and rear lights, brake lights, mechanical/electric brakes, throttle, display screen, kickstand
• Aesthetic Components & Accessories (15 days):
Paint, decorative strips, footrests, saddle, kickstand (excluding structural elements)
Procedure in Case of an Issue
1. Declaration:
You have 14 to 30 days after delivery to report any initial defect or faulty part.
After this period, warranty conditions apply as stated above.
2. Required Proof:
All claims must include clear photos or videos of the defective parts.
3. Return of the Part:
If the defect is confirmed, you will be asked to return the faulty part to our warehouse (address provided by customer service).
Once received and inspected, the part will be replaced free of charge if covered under warranty.
Warranty Exclusions
The warranty does not cover:
- Normal wear and tear (tires, brake pads, inner tubes, etc.)
- Damage caused by misuse, modification, unauthorized repair, impact, fall, or negligence
- Products that have been disassembled, opened, modified, or used خارج normal conditions
- Minor cosmetic damage not affecting functionality (scratches, dirt, etc.)
For any additional questions, please contact us at info@nova-bikes.com.