Refund policy

Philiam Return & Refund Policy

Thank you for choosing Philiam. We are committed to providing high-quality products and a smooth after-sales experience. Please carefully review the policy below regarding returns, refunds, and cancellations.

🚚 1. Returns & Eligibility (Bikes & Scooters)

You may request a return within 30 days of receiving your product, provided that:

  • The item is brand new, unused, unassembled, and undamaged.

  • It must be returned in the original packaging, with all manuals, parts, and accessories included.

  • A valid order number and photos of the product are required for approval.

  • Returns must be authorized by our support team at service@philiambike.com before shipment.

  • Once approved, the product must be shipped back within 5 calendar days, and tracking information must be provided.

📦 2. Shipping Responsibilities

  • Non-Quality Issues: Return shipping is the responsibility of the customer. The original outbound shipping cost may also be deducted from the refund.

  • Quality Issues or Shipping Errors: If the product is defective, damaged, or incorrect, Philiam will cover return shipping after verification. In many cases, we may offer replacement parts first to resolve the issue efficiently.

💰 3. Refunds & Restocking Fee

  • Inspection: Returned items will be inspected upon receipt. If they do not meet return conditions, a refund may be denied.

  • Timeline: Approved refunds will be issued to the original payment method within 5–10 business days.

  • Restocking Fee: Products showing signs of use (e.g., scratches, tire wear, installation marks) may be subject to a 10%–20% restocking fee, or be deemed ineligible for refund.

  • Non-Refundable: Used, damaged, or incomplete items are not eligible for refund.

🔋 4. Product-Specific Exceptions

  • Batteries: All battery sales are final. Returns are only accepted for verified warranty issues and require prior approval.

    • If the issue is customer-caused, return shipping is the customer’s responsibility.

    • If the issue is Philiam’s fault (e.g., damage or wrong item), we cover shipping.

  • Accessories: All accessory sales are final. Returns are only accepted if a quality issue is reported within 7 days of delivery, with valid photo or video evidence.

🧾 5. Order Cancellations

  • Before Shipping: You may cancel your order free of charge if it has not yet been shipped. Most orders are processed within 24 hours.

  • After Shipping: Orders that have shipped or reached the warehouse cannot be canceled and must follow the return process outlined above.

📩 6. Contact Us

For questions about returns, refunds, or warranty service, please contact our customer support team:

📧 Email: service@philiambike.com