Refund policy

We aim to provide every customer with the perfect product at the best price and the most incredible shopping experience, so we have a 30-day return policy, which means you have 30 days to apply for a return after receiving the goods. To qualify for a return, your goods must be in the same condition as you received, undamaged or unused, labeled, and in the original packaging. 

Please contact our Customer Service Department at support@philodo.com to approve the return within 30 days. We have helpful suggestions if you are considering a return due to the performance of the item, sizing, or for any other reason. Keep in mind that exchange for a Philodo product better suited to your needs is also possible.

 

  • Within 30 days of receipt: Free returns and exchanges 
  • Over 30 days of receipt: Returns and exchanges are accepted; buyers are responsible for the $150 return shipping fee per bike

All returns must be repacked back into the original packaging when you send it back to us. Photos will be needed as proof and necessary materials for the return, including but not limited to：

  • All the bike parts are cleaned
  • The bike is fully disassembled and wrapped up with foam paper
  • All separate parts/keys/tools/accessories
  • The bike is packed up and put inside the original cargo box

Please get in touch with us and our customer service representative will provide you with a return address. Once your return is received, we will process a refund in 2-3 weeks. Your refund will be credited back to your original method of payment. Once your refund has been processed, it will take 7 to 10 business days for your bank to process the credit and apply it to your account.


Damage and problems
Please check your order upon receipt. If the goods are defective, damaged, or receive the wrong goods, please contact us immediately so that we can evaluate the problem and correct it. If the bike received is damaged due to transportation, please provide a photo of the damaged parts. After verification, we will send new parts for a replacement for free. Parts are shipped from China, delivery time is 7-10 working days. 


Exchange
We accept free exchanges within 30 days. If you apply for an exchange due to product quality, please provide relevant photos or videos, and we will process your exchange request after verification.

The processing steps are as follows:

  1. Contact us to file an exchange request and provide photos/videos of defects as proof.
  2. Pack the bike with all original accessories in the original box.
  3. We’ll send a return label for FedEx pickup.
  4. Once your return is in transit, we'll ship out the new bike


Refund
We will notify you after receiving and checking your return and whether the refund is approved. If approved, you will automatically receive a refund through the original payment method. Remember, your bank or credit card company may also need some time to process and mail refunds. If you apply for a refund due to product quality, please provide relevant photos or videos, and we will process your exchange request after verification.