If the products are purchased through an authorized retailer, the return policies of the retailer shall be followed and the product cannot be returned to adoebike.co.uk directly. All products, except those on clearance, purchased on the ADO Website are subject to the terms and conditions below.
Please read the below terms and conditions thoroughly before returning through.
All products purchased through our website must fulfill these conditions in order to be entitled to a return/exchange.
1.ORDER CANCELLATION
Before Shipment: You can cancel your order if it hasn’t left our warehouse. Please contact our customer service at official@adoebike.com for an order cancellation.
After Shipment: To request an order cancellation after it has been shipped (including cases where the parcel is rejected and returned), the customer needs to pay a 10% processing fee and is responsible for the return.
ADO Ebike 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 themselves.
Please Notice: If a customer arranges the return shipment by themselves, it is their responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service and is highly recommended to add additional shipping insurance. ADO Ebike will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
The customer needs to email ADO Ebike’s customer service regarding any order cancellation. Once approved, ADO Ebike will email a cancellation notification. Do not send a return package without receiving notification — all unscheduled shipments will be rejected, and the customer is responsible for any related fee or loss.
2.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 pre-approval from our customer service team via email. The processing fee can be waived if the return is due to an order modification involving a new order of equal or higher value. Otherwise, a 10% processing fee will be deducted from the refund.
3.MODEL REPLACEMENT & RETURN
Free Replacement: Customers may reject a package due to significant shipping damage (functionally affecting use) or contact customer service within 14 days after receipt for missing or critically damaged parts or other quality-related issues. 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 function in any form.
Not eligible for free replacement or refund:
- Minor damage to outer packaging
- Minor scratches or paint loss on the product
- Damage to parts or wearing parts after excessive use
- Damage after long-term or frequent use
Non-quality Issues Return
Original packaging: You can return the product within 14 days of receipt, provided it is new and unopened. Return shipping and a 10% depreciation fee will be deducted from your refund.
Used products: You can return the product within 30 days of receipt, provided it is in good condition and the odometer mileage does not exceed 20 miles. Return shipping and a 30% depreciation fee will be deducted from your refund.
Quality Issues Return
Return within 14 days: Apply for a free return or exchange due to severe transportation damage or other quality-related issues affecting function. (Definition of severely damaged goods: the main structure of the goods is obviously deformed and affects normal use.)
Not eligible for free replacement or refund:
- Minor damage to outer packaging
- Minor scratches or paint peeling
- Parts or consumables damaged after excessive use
- Parts or consumables damaged after long-term or frequent use
Please keep the outer box during the return period. If the product is returned without the box and affects resale, the return policy will not apply.
Return beyond 14 days: We can help you repair defective bikes. If you still wish to return the e-bike, you can do so within 30 days after signing, but you must pay return shipping and a 30% depreciation fee.
Quality Issues Reimbursement
If you believe your product is defective and was purchased from an authorized dealer within the past year, please contact support@adoebike.com with photos or videos of the issue. Our support team may offer a technical solution.
4. RETURN PROCESS
- Return Application: Contact support@adoebike.com and attach photos/videos of the product and packaging.
- Review Request: Our team will review the return request based on order details and submitted media.
- Returned Goods: After approval, ADO Ebike will provide a return shipping label or the customer may self-return.
- Refund: After inspection, our staff will process the refund.
5. REFUND
Once our warehouse has received and confirmed the returned product, we will deduct applicable fees and refund the remaining amount via the original payment method.
Customers should check with their bank if the refund is delayed, as financial institutions vary in processing time. Contact support@adoebike.com if you have not received the refund after ten business days.
6. RETURN FREIGHT
| Model | One-way Freight (per unit) | Round Trip Freight (per unit) |
|---|---|---|
| AIR20 / AIR20S / AIR20PRO / AIR20ULTRA | £80 | £160 |
| AIR28 / AIR28PRO / AIR28ULTRA | £150 | £300 |
| AIR CARBON | £80 | £160 |
| BEAST 20F | £100 | £200 |
| OASIS 260T / 261T / ONE | £150 | £300 |
| AIR30PRO / AIR30ULTRA / AIRONE | £150 | £300 |
7.RETURNS & EXCHANGES – EXPLAINED
At the expense of convenience and customer satisfaction, we offer free shipping on orders of our products. However, shipping is not actually free—adoebike.co.uk covers these costs. Therefore, returns are handled carefully, as one-way shipping for an electric bike can exceed £100.
We do not sell returned products. Each returned product requires inspection and servicing. We do not charge additional fees beyond third-party costs (e.g., shipping, handling). All we ask is fairness and understanding, as we strive to provide the best service possible.
How will I receive my reimbursement?
Refunds will be issued via the same payment method used for the original purchase unless otherwise agreed. No additional fees will apply, except as noted above.
If the return is caused by the consumer, they are responsible for the shipping fee (based on the carrier). If due to ADO’s fault (damaged or incorrect goods), the consumer will not bear the shipping cost.
Return address:
UNIT 1, POLARIS INDUSTRIAL ESTATE, Hayes Rd, Sully, Penarth CF64 5WA
Direct return is not supported. Please contact customer service before returning.
