"Hello, I'm Joanna, a customer service specialist at Cypress ebike. I'm delighted to assist you with any questions related to Cypress products. You can contact me through the live chat in the bottom right corner or send an email to my address at email@example.com. Thank you for your attention."
Returns, Refunds, Cancellation, Pre-Order Policy
1. AFTER SHIPMENT:
For any order cancellation or rejection post-shipment, a processing fee of 10% of the purchase amount will be charged.
To cancel an order, customers must send an email to Cypress's customer service. Once the cancellation request is approved, Cypress will send a cancellation confirmation email to the customer. Do not send a return package to Cypress without this confirmation. Cypress will not accept shipments scheduled to arrive without prior notification, and any related fees or losses will be the responsibility of the customer.
2. EXCHANGE & RETURN
Should a product be seriously damaged during shipping (affecting functionality) or have missing parts, customers can request a replacement. For an effective solution, photos and/or videos are REQUIRED as evidence.
Definition of critical damage: Evident deformation of the product's primary structure, impairing its standard functionality.
Note: The situations listed below are deemed as standard and don't qualify for the free replacement or refund:
Minor damage to external packaging.
Minor scratches or loss of paint on the product.
Damage to parts due to excessive usage.
Damage after a certain period or number of uses.
Missing item: The missing item/accessory will be resent at no charge.
Wrong item sent: A full refund will be given, or an alternate product will be dispatched (if available and applicable). Cypress will decide if the wrong product needs to be returned and will compensate for the return shipping cost upon receipt.
Damage in transit: Contact us immediately at firstname.lastname@example.org.
7 DAYS RETURNS
For e-bike products: Items in new and unused condition can be returned within 7 days of receipt. A refund will be issued without restocking fees but minus a $200 shipping fee. Customers are responsible for arranging and covering the return shipping costs.
For used item returns: Items returned in used condition within 7 days are subject to a return shipping fee of $200 and a restocking fee of 30% of the purchase price. The customer is responsible for arranging the return shipping.
To be eligible for a return:
The product must be like-new, free of dirt, dust, or fragrances.
Must be returned in original packaging with all included items (charger, keys, hardware, etc.).
The ebike must have less than ten (10) miles on the odometer.
For accessory products: Returned accessories must be unused and in the same packaging. A $20 return shipping fee will be charged. The customer is responsible for organizing and covering return shipping costs.
Important: If a customer arranges the return shipment, they must ensure its safe delivery. It's advised to choose a signature confirmation service and consider adding additional shipping insurance. Cypress won't be responsible for any damages or losses for customer-arranged shipments.
Ebikes delivered for over 7 days or used for more than 10 miles are not eligible for returns.
Used products, batteries, special orders, sale items, and gift orders are non-returnable unless covered by our warranty, with prior approval.
If a discount code was used in the original order, the entire discount value will be deducted from the refund, regardless of the number of products returned. Once returned items are received and checked at our warehouse, we will deduct applicable fees and issue the remaining refund via the original payment method within 3 business days.
If the refund hasn't appeared in your account after three days, please check with your bank or credit card company. For any delays or concerns, contact us at email@example.com.