Refund & Return Policy 

To be eligible for a refund, your E Bike needs to be inspected by one of our technicians. Please send pictures and/or videos of the issues and we will reach out to you.

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Alice E-Bikes (PTY) Ltd reserves the right to determine if the issue is eligible for refund. The warranty does not cover misuse, accidental damage or water damage, It must also be in the original packaging.

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Customers are responsible for all shipping/travelling costs involved in returning the items to us (51 Bradfield Drive Fairmount EXT2 Johannesburg 2192) and is not included in the purchase price of your Alice E-Bike. Once warranty claims are approved, we take responsibility of delivery fees as well as compensation for delivering the bike to us. In the case of a denied warranty after returning the product, the customer will be responsible for the collection of their items.

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Several types of goods are exempt from being returned. All accessories and consumables and are non-Refundable and non-Returnable. All non electrical spare parts come with 7-day return to base strictly if it is a manufacturing fault. All Alice E-Bike electrical spare parts come with a one year warranty.

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Additional non-returnable items:

•          Gift cards

•          Coupons

•          Free gifts

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To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

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•         Products that have been opened with obvious signs of wear.

•         Any item not in it’s original condition, is damaged or missing parts for reasons          not due to our error.

•         Any item that is returned more than 30 days after delivery 

 

Refunds:

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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 refund.

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If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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Late or Missing Refunds:

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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.

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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 contact us at sales.alicebikes@gmail.com

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Sale items:

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales.alicebikes@gmail.com and send your item to: 51 Bradfield Drive Fairmount EXT2 Johannesburg.

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Shipping Returns:

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To return your product, you need to send us images or videos of the issue and we will reach out to you for the next step in returning your item. After return approval you should courier or bring your product to: 51 Bradfield Drive Fairmount EXT 2.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Need help?

For questions related to refunds and returns. Contact us at gershon@alice-ebikes.com