Refund policy
Cancelling Orders
Support unconditional cancellation of orders within 3 days. Consumers may cancel their orders prior to the delivery time, provided that such cancellation occurs within the timeframe specified by the website-specifically within three days from the date of ordering.
If customer decides to cancel their order before the item is delivered, they will receive a full refund with no shipping costs. If customer cancels the order and the product has already been shipped the customer is responsible for all shipping costs and will have to contact us immediately to cancel and receive a full refund. If the canceled item is returned is unboxed with any defects or damages, a 10% restock fee will be charged.
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@onemilebike.com. Please note that returns will need to be sent to the following address:
street: Via Fornace Vecchia 66
zip code: 17043
city: Carcare
province: savona
Country/region: Italy
Tel：+39 3452347677
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.
You can always contact us for any return question at support@onemilebike.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@onemilebike.com.
Return time limiting
Ebike free returns within fourteen (14) days of delivery. Accessory and Replacement Parts are eligible for return within 30 days of receipt. All must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and in the original packaging.
Return Condition
If you are returning multiple items that are in separate boxes, please select 1 item at a time to generate a unique label for each item.
Within 14 days of your purchase, the product must be returned in the exact condition in which it was shipped in order to receive a full refund. This includes the original packaging and the box it came in. After 30 days of your purchase, We only accept returns for products with quality problems during the warranty period.
How to Return
To schedule a return, please reach out to our manager at support@onemilebike.com for step-by-step instructions. We will let you know the shipping address in the instructions.
Please allow up to 7 business days for your refund or exchange to be processed. You will receive a confirmation by e-mail when your return or exchange is complete.
Refund
You’ll receive a full refund for items returned in a new, unused condition or items that have quality problems in warranty period. Refunds and credits are issued in 3-5 business days as soon as your return is received by our Returns Department. The money will be back in your credit card or Paypal account in 7 business days once refunds are issued.
Return Address
Be sure to email us at support@onemilebike.com to confirm before returning the item, we will give you the exact return address. Otherwise, we will not be able to receive your goods and cannot process your return request.
WARRANTY PERIOD
Subject to certain limitations, new products purchased directly from Onemile (“Products”) are warranted to be free from defects in material and workmanship (“Manufacturer Defects”) for a period in below detailed table from the date of purchase or delivery date, whichever is later (“Warranty Period”).
| Parts | Warranty Time |
| Frame | 36 months |
| Front and Rear Forks | 24 months |
| Battery | 24 months |
| Motor | 24 months |
| Controller | 24 months |
| Headlight | 24 months |
| Display | 24 months |
| Charger | 24 months |
| Main Harness | 24 months |
| Brake Levers/Brake Calipers | 6 months |
| Saddle | 90 days |
| Pedals | 90 days |
| Inner and Outer Tires | 30 days |
| Handlebars/Stems/Kickstand/Crankset/Crank Arms/Headset/Wheel Hubs/Front and Rear Hubs | 24 months |
Replacement parts used in warranty repairs will be warranted for the balance of the applicable Warranty Period.
Return Charge
Shipping charges for returns are not credited unless there is a defect in the product. No other fees will be charged.
SHIPPING DAMAGE CLAIMS
Upon receipt, the Customer should immediately inspect Products for damage. Freight damage claims can be extremely time sensitive, and therefore, Onemile will not accept freight damage claims later than 10 days from Customer’s receipt of the Product. The Customer should note any damage to the Products on the Bill of Lading before the shipment is accepted. The Customer should also document any damage with photographs, and date the images whenever possible. Furthermore, the Customer should keep all packaging and paperwork until the inspection process is complete.
Damage claims must be reported to Onemile within 10 days of delivery. Please contact the Customer Support team for return/replacement instructions by submitting a ticket at support@onemilebike.com.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
WARRANTY VOID
The following are circumstances that will void this warranty:
- Products that have been lent, leased, or rented commercially.
- Damage incurred due to the use of a third-party battery charger.
- Loss or damage incurred due to the Customer choosing their own shipping option or if the bike is shipped using a freight forwarder or similar service.
- Products that have been altered without the approval of Onemile.
- Products with alterations or additions of non-original or Incompatible Parts.
- Damage to or failure of Products resulting from weather or excessive wear and tear.
- Theft, robbery, vandalism, incidental, consequential, or intentional damage, as well as damage resulting from Customer’s abuse or neglect of the Product.
- Products that have been used or transported improperly (e.g., exceeding maximum weight recommendation).
- Products with damage resulting from improper maintenance (e.g., storing battery fully discharged over the winter).
- Products with an electrical component that has been opened, altered, partially or completely disassembled, except by Onemile or their authorized service providers.
- Products that have been disassembled in a manner not authorized by OneMile or that have had repairs attempted by anyone not authorized by Onemile.
- Products that have been damaged due to improper adjustment or maintenance.
