Return & Warranty
Returns & Exchange Policy
Returning/ Exchanging Damaged or Defective Items
Damaged or defective product can be returned, for a full refund, or exchanged within 14 days of receiving the product. After 14 days, damaged or defective products may not be returned, or exchanged and instead will be serviced under the ONEMILE Warranty Policy. For returns, once the product has been reviewed by our ONEMILE Service Center, a DPD return label will be sent, and a full refund will be given within 7-10 business days of receiving the damaged or defective product. For exchanges, once the item has been reviewed by our ONEMILE Service Center, a DPD return label will be sent, and once we've received the item, a new product will be shipped out.
Returning/ Exchanging Incorrect Items
If customer receives an incorrect product that's been ordered through our website either a full refund will be given or an exchange for the correct item will be made only if the product is returned within 14 days of the order. In order to receive a full refund or exchange customer is responsible to CONTACT US within 14 days of the delivered date with the original packaging. Once we review the order, a DPD return label will be emailed to the customer, and either a full refund or an exchange for the correct product will be given within 7 business days from the date received. If customer open or use the incorrect product a 10% restocking fee plus shipping costs will be charged to the customer.
All other Returns/ Exchanges
If the customer chooses to return an item that been used within 7 days of the delivered date, customer is responsible to CONTACT US within the 7 day period in order to receive a DPD return label. Customer is responsible for the shipping costs of the returned item regardless of any free shipping promotions. Once we've received the returned item and review it for any damages (dents, scratches, and other deformities), a 15% restocking fee will be charged to the customer. If the customer fails to contact us within the 7 days of the delivered date no refunds can be made.
Cancelling Orders
If customer decides to cancel their order before the item is delivered, they will receive a full refund with no shipping costs. If customer cancels the order and the product has already been shipped the customer is responsible for all shipping costs and will have to contact us immediately to cancel and receive a full refund. If the canceled item is returned is unboxed with any defects or damages, a 15% restock fee will be charged.
EU Region Returns
onemilebike.com will not ship any New or Serviced item to out side of EU region. Any items that are serviced under the Warranty will only be shipped to EU region.
How to Return
To schedule a return, please reach out to our manager at support@onemilebike.com for step-by-step instructions. We will send you a DPD return label or let you know the shipping address in the instructions.
Please allow up to 7 business days for your refund or exchange to be processed. You will receive a confirmation by e-mail when your return or exchange is complete.
Warranty Policy
WARRANTY PERIOD
Subject to certain limitations, new products purchased directly from Onemile (“Products”) are warranted to be free from defects in material and workmanship (“Manufacturer Defects”) for a period in below detailed table from the date of purchase or delivery date, whichever is later (“Warranty Period”).
| Parts | Warranty Time |
| Frame | 36 months |
| Front and Rear Forks | 24 months |
| Battery | 24 months |
| Motor | 24 months |
| Controller | 24 months |
| Headlight | 24 months |
| Display | 24 months |
| Charger | 24 months |
| Main Harness | 24 months |
| Brake Levers/Brake Calipers | 6 months |
| Saddle | 90 days |
| Pedals | 90 days |
| Inner and Outer Tires | 30 days |
| Handlebars/Stems/Kickstand/Crankset/Crank Arms/Headset/Wheel Hubs/Front and Rear Hubs | 24 months |
Replacement parts used in warranty repairs will be warranted for the balance of the applicable Warranty Period.
SHIPPING DAMAGE CLAIMS
Upon receipt, the Customer should immediately inspect Products for damage. Freight damage claims can be extremely time sensitive, and therefore, Onemile will not accept freight damage claims later than 10 days from Customer’s receipt of the Product. The Customer should note any damage to the Products on the Bill of Lading before the shipment is accepted. The Customer should also document any damage with photographs, and date the images whenever possible. Furthermore, the Customer should keep all packaging and paperwork until the inspection process is complete.
Damage claims must be reported to Onemile within 10 days of delivery. Please contact the Customer Support team for return/replacement instructions by submitting a ticket at support@onemilebike.com.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
WARRANTY VOID
The following are circumstances that will void this warranty:
- Products that have been lent, leased, or rented commercially.
- Damage incurred due to the use of a third-party battery charger.
- Loss or damage incurred due to the Customer choosing their own shipping option or if the bike is shipped using a freight forwarder or similar service.
- Products that have been altered without the approval of Onemile.
- Products with alterations or additions of non-original or Incompatible Parts.
- Damage to or failure of Products resulting from weather or excessive wear and tear.
- Theft, robbery, vandalism, incidental, consequential, or intentional damage, as well as damage resulting from Customer’s abuse or neglect of the Product.
- Products that have been used or transported improperly (e.g., exceeding maximum weight recommendation).
- Products with damage resulting from improper maintenance (e.g., storing battery fully discharged over the winter).
- Products with an electrical component that has been opened, altered, partially or completely disassembled, except by Onemile or their authorized service providers.
- Products that have been disassembled in a manner not authorized by OneMile or that have had repairs attempted by anyone not authorized by Onemile.
- Products that have been damaged due to improper adjustment or maintenance.
