Duotts return policy

We have a 30-day return policy, which means you have 30 days from the date of receiving the product to apply for a return.

If the product affects normal use of the e-bike within the return period, we accept the return and issue a refund. If there is a minor defect, we offer appropriate compensation and replacement parts.

Returns are not allowed after 30 days from delivery date

To be eligible for a return, your item must be in the same condition as received, unworn, unused, or the e-bike must have traveled less than ten (10) kilometers on the display. It must include all items in original packaging (chargers, keys, hardware, etc.) and original proof of purchase.

Damage and issues

• Please inspect your order upon receipt. If defective, damaged, or wrong item, contact us immediately.
• To initiate a return, contact amy@duotts.com. If accepted, we send return instructions and label details. Returns without prior request are not accepted.
• Duotts does not cover the customer's return shipping cost.
• For personal-reason returns after shipment, if product cannot be sold as new, depreciation and restocking fee of about EUR150-EUR200 may be deducted depending on condition.
• For any return question, contact amy@duotts.com.

Items not eligible for return include

• Products from unauthorized dealers.
• Damage caused by human factors.
• Products modified by customer.
• Gifts or free items.
• Non-original consumers (such as second-hand owners).
• Accessories purchased online (mudguards, gift boxes, racks, helmets, controllers, phone holders, air compressors, waterproof covers, locks, rearview mirrors, bags, etc.).
• Additional purchased accessories (please confirm compatibility before purchase).

Return process

1. Send an email to amy@duotts.com and provide your order number.
2. Specify whether it is a return or exchange.
3. State the reason for return.

Return to our warehouse address. You are responsible for return shipping costs, and shipping costs are non-refundable. If you receive a refund, return shipping cost will be deducted from the refund.

Depending on your location, exchange delivery times vary. For items over EUR500, use trackable shipping or shipping insurance. We cannot guarantee receipt of your returned item.

We process refunds after receiving and inspecting your return and notify you by email of approval or rejection. If approved, refund is processed in about 48 hours and credited to original payment method within several days.

For returned items, resolution processing takes 3-6 business days after receipt. After that, refund is issued within 3 business days.

Once we receive and inspect your return, we will notify you if approved. Your bank or card company may need additional time to post the refund. If your returned bike has been delivered, you may contact Duotts proactively to expedite processing.

• DUOTTS return and exchange policy applies only to original consumers who purchased from authorized DUOTTS dealers.
• Non-original consumers (such as second-hand owners) are not eligible for DUOTTS return and exchange policy.
• The return and refund policy for bicycles becomes invalid if consumer modifies components themselves.