Return & Exchange Conditions
- Items returned without authorization will not be accepted.
- Items must be returned within 30 days after you receive them.
- All items must be in excellent condition, unworn and undamaged, with tags, and in the original packaging. You’ll also need the receipt or proof of purchase.
- When returning or exchanging items, customers must use a shipping method providing tracking information.
- We accept change of mind return. Returns are eligible within 30 days upon receipt of the scooter, in addition to a maximum odometer reading of 10km or less. For any other return requests, you will have to cover the shipping cost yourself.
General Return Process
- Initiate a return: Please email us at Global-Service@niu.com with order number and your return reason. Our customer service staff will determine the eligibility for your return request within 24 business hours.
- Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
- Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
If the return is requested because of a mistake on our part (like shipping the incorrect product, quality problems, etc) we will provide a full refund.
We DO accept Change of Mind returns and offer 30 day free return - that means we'll cover your return shipping costs! Returns are eligible within 30 days upon receipt of the scooter, in addition to a maximum odometer reading of 10 km or less. For any other return requests, you will have to cover the shipping cost yourself.
- No restocking fee to be charged to the consumers for the return of a product.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days. If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at Global-Service@niu.com
An order may be canceled up until the item is shipped out. For shipped orders, if you do not need it anymore, please contact us to arrange a return. Email: Global-Service@niu.com
Out of Policy Cases
If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, NIU service team is still available to you, please contact Global-Service@niu.com for a better solution. If anything is unclear, or you have more questions, feel free to contact our customer support team.
Tel: +1(888) 241-0666
(Phone Operating times: Mon – Fri, 11:00 - 20:00 EST )
Address: No.5 Lingxiang Road,WEZ, Wujin Changzhou, Jiangsu Province China