Refund policy

Return & Refund Policy

1. Eligibility & Proof of Purchase

Returns are only accepted for products bought from this website. You must provide a valid order number or other proof of purchase from DuoDian.

2. 30-Day Return Window

If you are not satisfied with your DuoDian product, you may request a return within 30 days from the date of delivery.

To qualify:

  • The product must be clean, free from serious wear, and in good working condition.
  • All accessories, manuals, chargers, and tools must be included.
  • The original packaging should be kept as intact as reasonably possible.
  • For "change of mind" or non-quality reasons, the customer is usually responsible for return shipping costs.

3. Returns After 30 Days

After 30 days, returns are generally not accepted unless:

  • There is a confirmed product defect covered by DuoDian's warranty, or
  • We are required to accept the return under applicable consumer-protection laws in your region.

4. Non-Returnable Cases

DuoDian may decline a return in the following situations:

  • Significant signs of misuse, abuse, modification, or improper maintenance
  • Damage caused by accidents, riding in forbidden conditions, water ingress, or use of incompatible accessories
  • Products that have been disassembled or repaired by unauthorized parties
  • Requests clearly outside the policy time frame or involving suspected return fraud

5. Defective on Arrival (DOA) & Wrong Item

If your product arrives seriously damaged, not working, or not the item you ordered:

  • Contact us within 7 days of delivery.
  • Provide clear photos or videos of the product and packaging.

After verification, we will normally provide replacement or a full refund and cover reasonable return shipping costs for DOA or wrong-item cases.

6. Quality Issues Within Warranty

If a quality problem appears during the warranty period:

  • DuoDian may offer troubleshooting, free spare parts, repair, replacement, or a partial/full refund depending on the situation.
  • Details will be evaluated case by case based on usage, fault description, and evidence provided.

7. Refund Method & Time

Once a returned item is received and inspected, we will process the refund within 7–10 business days. Refunds will be issued to the original payment method whenever possible. Processing times may vary depending on your payment provider. If more than 15 business days have passed since we approved your return, please contact us at support@duodianbike.com.

8. How to Start a Return

  1. Email support@duodianbike.com
  2. Include:
    • Your full name and order number
    • Product model
    • Reason for return
    • Photos or videos if there is any defect or damage
  3. Our team will confirm eligibility and send you packaging requirements and any prepaid label or instructions.

Return address: 4773 Euclid Ave, Suite D, Ontario, CA 91762

Please do not ship any product back without prior approval, as this may delay processing.

9. European Union 14-Day Cooling-Off Period

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 justification. Your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.