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Before making a purchase, we encourage you to read through the following policies and procedures:
At Rattan, we value each and every single customer, and customer satisfaction is always our top priority. We are trying our best to speed up the process to make your package arrive as soon as possible. Your patience is highly appreciated. We thank you for your understanding.
The US only ( Exclude Hawaii, Puerto Rico,Guam, Alaska, American Samoa, U.S. Virgin Islands, Northern Mariana Islands ). And we DO NOT ship to PO BOXES or APO. (*Note: All of our products are tax-inclusive for all 48 states, you will not be charged extra tax when purchasing at our online store in the United States)
Change of address
$180 will be charged for each bike as cancellation fee.
$200 will be charged for each bike for reshipping.
We always use FedEx and UPS for transportation. And SIGNATURE is needed when delivered by FedEx.
If you are planning to use any third-party shipping, we cannot provide ANY additional shipping information or documentation.
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.
BEFORE SHIPMENT: Please refer to our Shipping & Delivery policy for order cancellation.
AFTER SHIPMENT: If the order is shipped and cannot be modified, the customer may reject the package and $180 will be charged as a cancellation fee. If the customer has received the order, please contact us for the return. The customer is also responsible for the return shipping cost of $180. Rattan will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.
Please notice: If the customer decided to arrange the return shipment by himself and the request has been confirmed by Rattan’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Rattan will not be responsible for any damage, loss, or other accidents to the shipment arranged by the customer.
The customer needs to email Rattan’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Rattan will email the customer a cancellation notification email. The customer shall not send a return package to Rattan without receiving a notification. Rattan will reject all shipments without being scheduled to arrive, and the customer is responsible for any related fee or loss.
$400 USD will be charged if customer wants to exchange the bike for non-quality issue such as "the bike is too big / too heavy / too high for me" or "the bike is below my expectation".
Returning malfunctioning bikes within 15 days of receipt. Rattan offers FREE return and exchange for malfunctioning bikes within 15 days of receipt.
We do not accept any free gift or free accessory returns.
Returns are not allowed after 15 days of the delivery date.
Any second-hand bike or returned bike for resale is not allowed to be returned or exchanged.
*WARNING: please be aware that each second-hand or returned bike may have different FLAWS(not quality issues). Thus, think twice before you make a decision to buy a second-hand or returned bike).
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, or the ebike must have less than ten (10) miles on the odometer. Must include all items that were inside the box (charger, keys, hardware, etc.) with the original packaging.
Damages And Issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. You need to provide a clear photo or video showing the product problem with a receipt of your order attachment. Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue (s).
*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Rattan is not responsible for the shipping cost of the package returned by the customers themselves.
NON-RETURNABLE & NON-REFUNDABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
The shipping cost of returning service will be borne by customers if the ebike has no quality problem.
*Note: We cannot guarantee that we will receive the item you are attempting to return.
Rattan E-bike Return Terms
Accept full refund & partial refund
Receive wrong goods
FREE to exchange or full refund
Damaged or missing accessories
Free to send accessories or accept a partial refund. No free accessories are eligible for replacement or compensation if they are scratched during transportation
The package cannot be delivered or missing
Accept free resend or full refund
The customer cancels the order before the package is shipped
Accept full refund
The customer cancels the order after the package is shipped
Customers need to pay $180 shipping charge per bike (Deduct $180/item when making refund)
About refund time
Refund will be issued within 3 work days after refund issue confirmation
Change delivery address before shipping
Free to change delivery address
Change delivery address after shipping
Customers need to pay $200/pc for item resend
Customers refuse to accept the package
$180 shipping charge per item or the customer needs to pay extra $180 for resend
Non-quality Issues Refund
Only refund within 15 days: unworn, unopened package, unused, or the e-bike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.). We will deduct the shipping fee of $180/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes
Quality Issues Reimbursement
If you believe your item is defective and was purchased within the last 2 years from our authorized dealer, please contact us at firstname.lastname@example.org, and provide photos or videos containing the actual defects as there may be a simple fix for your problem. Rattan E-bike support team could provide you with technical solutions.
If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.
Please note that to be eligible for the reimbursement, i) a valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii) the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii) We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted
*Rattan E-bike reserves the right to determine between defective products and normal wear and tear.
PRIVACY STATEMENTSECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products, and other updates.
When you come to our store, we use your personal information to provide the product or service you really need. For example, if you shop on rattanebike.com and attend an event or promotion, we may use the contact information you provide us to communicate with you about that purchase, event or promotion. When you contact our customer service, we will use your information (such as product purchase information, payment information and shipping information) to solve your problem or query.
SECTION 2 - CONSENTHow do you get my consent?
WHAT Personal Data Do We Collect, When, and From What Sources?We ask you for certain personal data to provide you with the products or services you request. For example, when you make purchases, contact our consumer services, request to receive communications, create an account, participate in our events or contests, or use our Platform.
This personal data includes your:contact details including name, email, telephone number, and shipping and billing address;login and account information, including screen name, password and unique user ID;personal details including gender, hometown, date of birth and purchase history;payment or credit card information;images, photos and videos;
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
Nothing in these Terms and Conditions shall be construed to exclude or limit any rights you may have as a consumer to the extent that such liability and rights may not be excluded or limited under the law of France.
1. HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?In general, orders typically process within 24 hours and transit time is typically 2-7 days. More details, please read our Shipping & Delivery.
2. HOW DO I TRACK MY ORDER?We use the FedEx to ship your order. We've actually made this super simple! You can click here to see the status of your order.
3. HOW DO I RETURN THE ITEM?We would like to make sure you are happy and would appreciate all questions be asked prior to purchase. We also test each bike before shipping. However, if the bike fails to make you fall in love and was not used you can ship it back to us for a refund or replacement. More details, please read our Return & Refund.
Please note: we do not sell second hand or used bikes.
4. WHY I CAN'T PURCHASE WITH MY CREDIT CARD?
If you pay by credit card, it could happen that your payment is somehow denied at the checkout by our system in defense against possible credit card fraud.Under such circumstance, here are 3 solutions for you:1. Switch to your other credit/debit card.2. If you have a Paypal account, try to pay by PayPal.3. If you do not have a Paypal account, please select PayPal still at the checkout page & click Complete order button. Then you'll be directed to a page with access to both PayPal and Debit/Credit card payment (for the later option, you don't have to register for PayPal). Then you can complete your order with your credit card.
More details: https://www.rattanebike.com/pages/payment-notes