Return & Refund Policy
Applicable Scope: This policy applies exclusively to electric bikes (e-bikes) and original accessories purchased directly through the official LookRoad website
(www.look-road.com). For products bought from authorized offline dealers or partnered platforms, please follow the respective return/refund rules of the seller. Products from unauthorized resellers are not covered by this policy, and LookRoad reserves the right to reject all related claims.
Contact for Support: service@look-road.com
1. Return Policy
1.1 Return Time Limit
You may submit a return request within 30 calendar days from the date of product signing/receipt (based on logistics tracking records).No return requests will be accepted beyond 30 days, and only free technical support and paid replacement parts will be provided for product issues (in line with LookRoad's Warranty Policy).
1.2 Eligibility for Return
To be approved for a return, the product MUST meet all the following conditions (any non-compliance will result in rejection or partial fee deduction):
The e-bike is brand new, unused, or has a driving mileage of ≤10 kilometers (verified by the odometer); no wear, tear, scratches, dirt, or other signs of use on the body, frame, and electrical components.
All original accessories (charger, keys, hardware, manual, warranty card, etc.), original packaging and protective materials are complete and undamaged (LookRoad does not cover the cost of replacement packaging if lost/damaged).
The original purchase proof (order number, payment record, delivery note) is provided and matches the product model/serial number.
No self-disassembly, modification, or repair of the product (including frame, motor, battery, controller, etc.) has been performed.
1.3 Special Provisions for Quality Issues
For products with manufacturing defects that affect normal use (verified by LookRoad after receiving video/photo evidence), we offer free replacement or repair within 30 days; return shipping fees shall be prepaid by the buyer and reimbursed by LookRoad after the defect is confirmed (only standard international shipping fees are covered, no expedited fees).
For minor quality defects that do not affect use (e.g., small paint chips on non-core parts), LookRoad will provide free replacement parts or appropriate compensation, and no return will be accepted.
Beyond 30 days from receipt, no returns are allowed for any quality issues; LookRoad will only provide technical guidance and cost-price replacement parts.
2. Non-Returnable Items
LookRoad refuses all return requests for the following items (no refund or exchange will be provided, regardless of the purchase time)
Products from unauthorized resellers, second-hand/transferred products, or products with altered/lost order numbers/serial numbers.
Products damaged due to human factors (e.g., collision, falling, improper use, overloading, exposure to extreme temperatures, water ingress).
Customized products (e.g., custom branding, color matching, speed setting, battery capacity) and special orders.
Free gifts, promotional giveaways (excluding original standard accessories).
Separately purchased accessories (including fenders, rear racks, helmets, phone mounts, locks, controllers, etc.); only quality defects at the time of receipt are eligible for free replacement, no returns.
Original accessories attached to e-bikes (e.g., kickstands, pedals, grips) with normal wear and tear or human damage.
Batteries that have been used, charged, or unpacked (only unused, unopened batteries are eligible for return within 7 days of receipt).
Products with self-disassembly, modification, or repair by the buyer or unauthorized repair shops.
3. Order Cancellation Rules
3.1 Before Shipment
You may cancel the order via official customer service before the product is shipped (logistics status shows "not shipped").
3.2 After Shipment
Once the product is shipped, no order cancellation is allowed, and the product cannot be intercepted in transit. If the buyer still refuses delivery or requests a return, all round-trip shipping fees, warehousing fees, and re-stocking fees will be borne by the buyer.
If the buyer refuses to sign for the e-bike package without a valid reason, a round-trip shipping fee + restocking fee will be deducted from the payment; for accessory/battery packages, refusal of delivery will result in automatic destruction of the product and no refund.
3.3 Pre-Order Cancellations:
Full refund if canceled 7 days before the estimated dispatch date; 50% refund if canceled within 7 days of dispatch date; no refund after shipment.
4. Refund Policy
4.1. Refund Conditions & Deductions
Refunds are processed only after LookRoad's warehouse inspects and confirms the returned product is compliant with the return eligibility criteria. The following fees will be deducted based on the actual situation:
| Scenario | Refund Rule | Fee Deductions |
| Genuine manufacturing defects | Full refund (or free replacement/exchange) | No deduction (return shipping fee will be reimbursed after confirmation) |
| Non-quality reasons (unopened, unused, | Full refund of the product price | Round-trip shipping fee + re-stocking fee |
| Non-quality reasons (opened, used, mileage ≤10km) | Partial refund of the product price | Round-trip shipping fee + re-stocking fee + 30% depreciation fee (due to reduced resale value) |
| Wrong item delivered by LookRoad | Full refund or free exchange | No deduction (all shipping fees borne by LookRoad) |
| Missing/damaged original accessories (at receipt) | Free accessory replacement or partial refund | No deduction for the product price |
| Package lost/undeliverable (logistics responsibility) | Full refund or free resend | No deduction |
4.2. Additional Refund Provisions
Discount Code Orders: Refunds are calculated based on the actual paid amount (the total discount value will be deducted, and no refund will be provided for the discount part).
Price Difference Refund: Partial refund for price differences is available within 7 days of purchase (only for official price adjustments, not promotional activities); no price difference refund is provided beyond 7 days (a small free gift may be offered at LookRoad's discretion).
4.3. Refund Processing Time
For returns with LookRoad-provided shipping labels: The warehouse will inspect the product within 5 business days of receipt; if compliant, the refund will be issued within 1-2 business days.
For self-arranged returns: The buyer must provide the delivery note photo, tracking number, and carrier name; after the logistics shows "delivered", the warehouse will inspect within 5 business days; if compliant, the refund will be issued within 1-2 business days.
Refunds will be credited to the original payment method (credit card, PayPal, etc.). LookRoad is not responsible for delays in fund posting caused by the buyer's bank/payment platform.
5. Standard Return Process
All returns must follow the below process:
Returns without prior application or non compliant with the process will be refused for signature, and the buyer will bear all resulting costs (no refund will be provided):
5.1 To start a return:
Please contact us at service@look-road.com with your order number, product model, reason for return, and clear video/photo evidence (including product overall condition, defective details, odometer mileage, and complete accessories/packaging).
5.2 Request Review:
LookRoad will review the application within 1-3 business days and notify you of approval/rejection (supplementary evidence may be required for further verification).
5.3 Arrange Return Shipping:
For approved returns, we will send a customized return shipping label and warehouse address via email, as well as detailed instructions on how and where to send your package.The buyer must ship the product within 7 days of receiving the label (no late shipments are accepted).
5.4 Warehouse Inspection & Refund:
After the warehouse receives and inspects the product, we will notify you of the inspection result; if compliant, the refund will be processed as per the refund policy.
Note:
Items sent back to us without first requesting a return will not be accepted. For self-arranged returns, the buyer must use a traceable international shipping service and purchase shipping insurance (for products over $500). LookRoad is not responsible for lost/damaged products during transit, and no refund will be provided for such cases.
6. Return Shipping Fee Schedule
For non-quality reason returns, the buyer bears all round-trip shipping fees and restocking fee.
7. Return Address
Inside North America
To MICHUHAI-CA002/Mary
Address：9448 Richmond PI Unit B Rancho Cucamonga CA, 91730
Inside European Warehouse
To Jola Krzyszkowska
Address: Ceramiczna 25, Nowy Sacz, Lesser PL, 33-300
For return addresses in other regions, please contact via email: support@look-road.com
8. Final Provisions
Inspection & Judgment Right: LookRoad reserves the exclusive right to judge manufacturing defects, normal wear and tear, and human damage; the warehouse inspection result is the final criterion for return/refund approval.
9. Fee Deduction for Non-Compliance:
If the returned product's condition is inconsistent with the buyer's description (e.g., hidden damage, missing accessories, modified parts), LookRoad will deduct a reasonable fee based on the actual loss (10%-100% of the product price) or reject the return.
10. Policy Adjustment Right:
LookRoad reserves the right to revise and update this policy at any time; the latest version on the official website shall prevail.
11. Dispute Resolution:
Any disputes arising from return/refund shall be resolved through friendly negotiation between the two parties; if negotiation fails, LookRoad's official decision shall prevail.
12. Jurisdiction:
This policy is governed by the laws of the People's Republic of China, and any disputes shall be under the jurisdiction of the people's court where LookRoad is located.
LookRoad reserves the final interpretation right of this policy.
