Return & Refund Policy

Return & Refund Policy

Order Cancellation

To cancel a placed order, please contact us at support@romatlink.com before the order ships out. Submitting a cancellation request before the order ship out will not guarantee a cancellation success. Customers will receive an email confirmation if the order is successfully canceled.

We will not be able to cancel order after order shipped out. Please wait for the order to deliver and contact us for a return label within 15 days of delivery. Rejecting an shipped out order or failing to follow the return procedure might cause item loss in transit or reject by warehouse due to no return registration which might lead to ineligibility of refund or replacement.

After we have received your return package and confirmed that the package is complete and the product is unused and in good condition. 10% of the total amount will be deducted as a processing fee, The customer is also responsible for the return shipping cost of $180.

After Shipping: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of $180. Romatlink 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 a customer decided to arrange the return shipment by himself and the request has been confirmed by Romatlink’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. Romatlink will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

Order Modification

Please refer to our shipping policy to modify an order before the customer has received it.

We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount to the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

Return

Customers are allowed to submit a return request within 15 days of delivery via support@romatlink.com. Return request submitted 15 days after the delivery date will not be approved.

To return an ebike that is not defective or damaged out of the box, you must contact Romatlink within 15 days of your receipt of the ebike. A restocking is subject to charge. For unused bike, a 10% restocking fee and $180 shipping fee will be deducted from the final refund. For used bike, a 60% of the total order amount will be deducted from the final refund. The ebike must 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, pedals, headlight, rear light, toolkits (9 tools in total), user manual, quick start guide etc.).

Customers must receive prior authorization and a prepaid return shipping label from Romatlink. Warranty issues must be resolved prior to processing a return. Best to return with the original package.

To initiate a return, email us at support@romatlink.com with [RETURN REQUEST] and your order number in the title for faster processing. Please ship all approved returns using the shipping label provided during the return merchandise authorization process. 

1. Pre-Orders and Backorders and Pre-Order/Backorder Cancellations. Our backorder process is for ebikes that have already been available but are temporarily out of stock. For all pre-orders and backorders, 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.
2. Accessory and Replacement Parts. Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within 15 days of receipt. Returned accessories and/or replacement parts must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must be sealed and unopened in the same packaging and condition in which the customer received it. Customers will be responsible for paying for shipping both ways.
3. Non-returnable/non-refundable Items. Used Products, batteries, gift cards and gifted orders shall not be returnable except in EXTREME cases of breakage/malfunction covered by our warranty. These cases must receive approval for return from the company. “Built and Delivered” fees are nonrefundable.

Model Replacement & Return

Free replacement: Customers may reject a package due to significant shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

For us to better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence.

*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:

For non-quality issues, customer may ask for product replacement or return within 15 days after received it. 10% of the total amount will be deducted as a processing fee, The customer is also responsible for the return shipping cost of $180. Romatlink 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. 

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, and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the receipt or proof of purchase.

Please notice: Returns are not allowed after 15 days of the delivery date.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

Please Note: Do not return the product yourself. We reserve the right to refuse any form of returned product without our consent.

Refunds will be made after the Ebike is returned and inspected by warehouse.

Refund

Please contact us at support@romatlink.com to submit your refund request.

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method. The final refund amount might be subject to the deductions of restocking fees and return shipping fees. Estimated completion within 2-5 business days.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at support@romatlink.com if the customer has not received the refund after ten business days.