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Refund and Return Policy

15-Day Trial

STARRUN provides a 15-day trial on all electric scooters/bikes. To return an ebike that is not defective or damaged, you must contact STARRUN within 15 days of your receipt of the scooter/bike. The scooter/bike must have less than 10 miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it and must include all items that were inside the box (charger, keys, hardware, etc.). For non-quality issues, a 20% processing fee will be applied. The customer is also responsible for the return shipping cost of $200. You must receive prior authorization and a prepaid return shipping label from STARRUN. Any warranty issues must be resolved prior to process a return. Returns are not allowed after 15 days of the receipt or have more than 10 miles on the odometer.

 

ACCESSORY AND REPLACEMENT PARTS

Returns are not allowed for any purchase of accessories or replacement parts.

 

REFUNDS

Any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value.

Refunds will be made after the scooter/bike is received and inspected by our warehouse.

After we proceed the refund, the payment will back to your bank account which you made the purchase in 3-7 business days.

 

PROCESS

Please ship all approved returns using the shipping label provided during the return merchandise authorization process. Any unauthorized returns are not covered by STARRUN.

 

HOW CAN I REQUEST A RETURN?

Please contact us at STARRUN on support@starrunbike.com with the following information:

  1. Purchase Site
  1. Order Number/Receipt
  1. Serial Number of the scooter/bike
  1. Photos/videos showing the condition of the scooter/bike (Odometer, packaging, parts, accessories, etc.)

 

Thanks for choosing STARRUN. We guarantee All STARRUN Products are strictly tested by our quality inspector before delivery, if you need after-sales service, please contact us by email: support@starrunbike.com.

After you email us to apply for a return, we will reply to you in 48 hours.

You could contact for return in 15 days after you receive the bike,after we receive your returned parcel,  we will  proceed the refund in 2-5 businees days, the payment will back to your bank account which you made the purchase in 3-7 business days.

When STARRUN Pays For Return Shipping – STARRUN will pay for the cost of return shipping if the reason for return was the result of OUR error. Examples of instances may include:

Item arrived defective and cannot be fixed with a replacement part

We shipped out the wrong item

We shipped it to the wrong address

We shipped a duplicate order

Item malfunctioned during the 15 day returns period (Assuming the customer assembled the item properly per the instruction manual)

IMPORTANT: For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as “buyer’s remorse” and the customer is solely responsible for shipping it back.  If a customer claims an item is defective/damaged, the customer must provide proof prior to return, with no exceptions. Use the Contact Us form to submit pics/videos for your return request.

Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue a refund.

When the Customer Pays For Return Shipping – In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by the customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs. Examples of these customer returns may include:

Buyers Remorse (“Not satisfied with performance”, “Item doesn’t fit me correctly”, “Item doesn’t meet my expectations”, “I tried it, but I want something else”, etc)

No Reason / No Longer Want

Misinterpretation of Product Description (failure to fully read item details/descriptions/features)

Order Cancellation after the item already shipped out, even if you have not yet received the item

The customer bought the wrong one

The customer accidentally bought too many

The customer accidentally provided the wrong shipping address

After the 15 day returns period, customers may use the items STARRUN manufacturers product warranty period for repairs if the item is faulty or malfunctioning. Please see the manufacturer’s product warranty for details.

Our warranty period is One Year!

Exchange Processing flow

Step 1:

Please contact us by email at support@starrunbike.com, let us know your problem, and confirm the solution.

Step 2:

Take a picture of what you shipped and send it to us, as well as the tracking number. The maintenance fee depends on whether it is within the warranty. (please check the Warranty coverage)

Step 3:

We confirm the goods were returned and checked the problem. Please also email us your

specific contact details (name, cell phone number, detail address, ZIP code).

Step 4:

We will send the goods back to you.

Thank You For Your Cooperation!

Refund Policy

  • If you are not 100% satisfied with your purchase, you can return the product and or exchange the product for another one.(In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by the customer.)
  • You can Return or Refund a product for up to 15 days from the date you received it. Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt.
  • The refund will be processed within 7 working days after the receipt and validation of return. We'll deduct the processing fees and return shipping cost from the original payment if customer is in charge of them. 
  • For any problem related to the return and refund, please contact us.

Return address

For the return address, please contact customer service by email to obtain the address.(support@starrun.com) Thank you!

Cancellation of order

STARRUN generally sends out your orders within 1-2 business days. To cancel an order, please contact STARRUN as soon as possible to cancel your order and get a refund immediately. But if your order has been shipped, we will refund your payment when you send back the order.

To cancel your order, please contact us support@starrunbike.com.

 

More Information

support@starrunbike.com

 STARRUN BIKE Inc.
Last updated June 1st, 2023
 

Apply for orders before Dec 31st, 2023.