Return & Refund Policy

EBike/Scooter Returns

PHILIAM accepts return requests for bikes and scooters within 30 days of receipt. Customers must obtain return authorization before returning an item and are responsible for return shipping costs unless otherwise specified in this policy.

To be eligible for a return, the following conditions must be met:

1. The product must be in brand-new, unused, undamaged condition and must not have been installed or disassembled. We do not accept returns of used products.

2. Customers must provide photos of the product and obtain approval through our return verification process.

3. The product must be securely packed in its original packaging, including all accessories and parts.

4. This return policy applies only to products purchased directly from the official PHILIAM website.

Important Return Information

1. For returns due to non-quality-related issues, customers are responsible for the return shipping costs. Any applicable shipping charges will be based on the actual shipping cost.

2. Unauthorized returns and cash-on-delivery shipments will be rejected.

3. Once your return request has been approved, please ship the product to the return address provided in our email, not to the sender or warehouse address shown on the original shipping label. Please contact our customer service team at service@philiambike.com to obtain the correct return address.

4. After your return request is approved, you must ship the product back within 5 days and provide PHILIAM with the tracking number and a tracking link. Failure to do so may result in your return authorization expiring.

Order Cancellation Before Shipment

If you change your mind after placing an order, you may request to cancel it. However, we cannot guarantee that a cancellation request will reach our fulfillment warehouse in time to stop shipment. Please contact us as soon as possible if you wish to cancel your order.

To request an order cancellation, please contact service@philiambike.com.

Orders that have not yet shipped: Orders may be canceled free of charge before shipment. Please note that orders are usually processed for shipment within 24 hours, so we cannot guarantee that every cancellation request can be accommodated.

Battery Returns

1. All battery purchases are final sale. We do not accept returns or exchanges for batteries, except for warranty-covered cases in which a replacement has been approved by PHILIAM.

2. If a return is approved for a reason attributable to the customer, the customer is responsible for the return shipping costs. The actual cost will depend on the shipping carrier selected.

3. If the product is damaged or incorrect due to an error on our part, the customer will not be responsible for the applicable return shipping costs.

Accessory Returns

1. Please confirm the accessory model number and compatibility before purchasing. All accessory purchases are final sale, and we generally do not accept returns or exchanges.

2. Returns or exchanges due to customer preference or ordering errors are not accepted. Exceptions may apply if an accessory has a verified quality issue.

3. For quality-related issues, customers must provide supporting evidence within 7 days of receiving the product.