Returns & Refunds

 

This policy applies only to purchases made through our website dukawey.com. We offer returns or exchanges for electric bikes within 14 days of delivery.

If you have any questions regarding returns or refunds, please contact our support team at service@dukawey.com before taking any action.

Order Processing Time

  • Orders are typically processed within 3 business days after payment confirmation.
  • Once the order has been processed and shipped, a shipping confirmation email will be sent to the customer.

Order Cancellation

Before Shipping Confirmation:

  • You may cancel your order for a full refund before receiving the shipping confirmation email.
  • If the consumer initiates a cancellation request before the order has been shipped, and within the cancellation period specified on the website, the order can be cancelled.

After Shipping:

  • If the order has already shipped or delivery is refused, return shipping and logistics costs (approximately €200, depending on the courier) will be deducted from the refund.
  • If the shipment has not yet left the warehouse, we will attempt to intercept the package.
  • If interception is successful, 95% of the order amount will be refunded (5% handling fee deducted).
  • If interception fails, the refund will be processed after the item is returned to our warehouse.

Accessory Orders

Accessories are considered special items and cannot be returned or exchanged unless they arrive damaged or defective. Please review product details carefully before placing your order.

Bike Returns

To qualify for a return:

  • The bike must be unused and in its original condition.
  • The original packaging, manuals, and accessories must be included.
  • The return request must be submitted within 14 days of delivery.

Return Shipping:

  • If we arrange the return pickup, a shipping fee of approximately €200 will be deducted from the refund.
  • If you arrange your own return shipping, we recommend using a tracked and insured courier service. We are not responsible for lost or damaged parcels during transit.

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.

Return Address

Unit D3, 11/F, Luk Hop Industrial Building, 8 Luk Hop Street, San Po Kong, Kowloon, Hong Kong

Defective or Damaged Items

  • If your bike arrives damaged or defective, please notify us within 14 days of delivery.
  • You will be eligible for a replacement or full refund.
  • Return shipping costs for defective products will be covered by us.
  • Please provide clear photos or videos by emailing service@dukawey.com.

Refund Process

  • Refunds are issued after the returned item is received and inspected at our warehouse.
  • We cannot process refunds while the item is still in transit.
  • If the returned product or packaging is damaged or incomplete, a restocking fee of up to 20% may be applied.

How to Return

  • Step 1. Email service@dukawey.com within 14 days of delivery with your order number.
  • Step 2. Provide photos or videos of the product and packaging.
  • Step 3. Once approved, we will provide the return instructions.
  • Step 4. After we receive and inspect the item, your refund will be processed within 3–5 business days.

⚠️ IMPORTANT: Do not return any item without prior written approval. Unauthorized returns will not be refunded.

Late or Missing Refunds

If you have not received your refund:

  • First check your bank account again.
  • Then, contact your credit card company or payment provider. It typically takes 3–5 business days for the refund to be officially posted to your account.
  • Next contact your bank, as processing times may vary.

If you still have not received your refund, please contact us at service@dukawey.com.