Return Policy

Thank you for shopping at Cleytro. We want you to be completely satisfied with your purchase. If you are not entirely happy with your electric bicycle (E-bike) or electric scooter (E-scooter), we are here to help.

1.Quick & Bulleted (Best for Checkout/Product Pages)

Order Cancellation: You can cancel your order within 7 days of purchase.
Order Processing Time: All orders are processed and shipped within 2 business days.

2. 15-Day Free Return & Exchange Window

We offer a 15-day free return and exchange policy. You have 15 calendar days from the date you received your item to request a return or an exchange.

To be eligible for a free return or exchange (where Cleytro covers the return shipping costs), the following conditions must be strictly met:

Unridden & Brand New: The E-bike or E-scooter must be completely unridden. The odometer must read 0 miles/km.
Original Packaging: The vehicle must be packed securely in its original, undamaged manufacturer's box, including all original protective foam and zip ties.
Complete Items: All accessories, chargers, manuals, keys, and promotional gifts included in the original shipment must be returned together.
Remarks：If a consumer initiates an order cancellation before the shipping date, and it is within the time period specified by the website for order cancellation, the order can be cancelled.

3. Non-Returnable Items

We cannot accept returns or offer refunds for:

Any vehicle that shows signs of outdoor use, dirt, scratches, or wear on the tires.
Products returned without their original box/packaging.
Items returned after the 15-day window.
Gift cards, downloadable software, or customized/modified parts.

4. How to Initiate a Return or Exchange

To start your return or exchange process, please follow these steps:

Contact Support: Email our customer service team at cleytro@hotmail.com with your order number, proof of purchase, and photos showing the current condition of the vehicle and its packaging.
Review & Approval: Our team will review your request within 3 business days. If approved, we will provide you with a prepaid shipping label and specialized shipping instructions.
Pack Safely: Carefully disassemble the components required for packing (such as the handlebars or front wheel, if applicable) and place the vehicle back into its original box. Improper packing that leads to damage during transit may result in a deduction from your refund.
Carrier Pickup / Drop-off: Arrange for the designated freight carrier to pick up the package. Because our vehicles contain large lithium-ion batteries, you must use the specific carrier and shipping labels provided by Cleytro.

5. Refunds & Processing Time

Inspection: Once we receive your returned item at our warehouse, our technicians will inspect it to verify its condition.
Approval: We will notify you via email whether your refund has been approved or rejected based on the inspection.
Payment Credit: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card, PayPal) within 5-7 business days. Please note that your bank or credit card company may take additional time to post the transaction.

6. Damages and Issues Upon Delivery

Please inspect your order immediately upon delivery. If your E-bike or E-scooter arrives damaged, defective, or if you received the wrong item, contact us within 48 hours of delivery with photos or video evidence. We will immediately arrange a replacement or priority repair at no cost to you.

7. Contact Us

For any questions regarding our Return & Refund Policy, please reach out to us:

Email: [cleytro@hotmail.coml]
Hours: [Monday - Friday, 9 AM - 5 PM EST]

8. Return address

Company Name: YHGG GmbH
Recipient: KYT+Y176
Additional Address: Hall 1 (Warehouse)
Street & House No.: Wrangelstraße 34
Postal Code: 24539
City: Neumuenster (Neumünster)
Country: Germany
Phone: +49 170 4977209

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