Politique de remboursement


1. E-bikes and e-scooters cannot be returned or exchanged after one month of receiving. After you receive the package, please unpack and install the bicycle on the spot to check whether the bicycle can work normally. If there is any problem, please contact our staff in time.

2. Any e-bike or e-scooter returns or replacements should be authorized by GUNAI in advance.

3. If you want to return the product due to non-quality issues (such as non-compliance, dislike, too heavy or too big, etc.), you will have to bear the cost of the return.

4. Slight paint drop, abrasion and scratches are not a quality problem. Because bicycles are produced in China, they are delivered to you after a long distance and many times of transportation. Therefore, bumps and abrasion during transportation are normal, because we Selling bicycles is not artistic product. 

5. Pieces of evidence like pictures or videos are needed for any e-bike returns or replacements.

6. The customers can return the items by themselves or get a return label via emails from GUNAI after being authorized.

7. Returned items must keep the original packaging.

• The box must be sealed.
• The e-bike and its outer packaging must NOT be damaged.
• Accessories and parts should NOT be missing.

8. Please provide the seller with photos of all returned items, including the outer packaging and the product. The seller will have to check the status of the product and original package.



1.Customer returns without authorization will be sent back to the customer, while a refund will not be issued and the freight will be borne by customers.

2.Any shipping damages during the return period will be deducted from the total refund. If necessary, customers can purchase insurance for returns on their own.

3.If any parts of the returned items, including the original packing, are missing, we will charge from the refund as appropriate.

4. Please understand that for products that affect secondary sales, we will deduct the usage fee from the total refund.

5.Refunds will not be issued to customers before the returned items are confirmed received and inspected.

6.After we confirm receipt of your returned items, we will send an email notification and refund. 


Non-returnable items:


Second-hand products

Gift order


Refunds and Exchanges

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If you are approved, then your refund or exchange will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email. 

Late or missing refunds. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email us at voiceout_gunai@hotmail.com.


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.