RETURN POLICY

KOOFOLDY-ALPS Return Policy

We want you to shop with confidence. If your electric bike or related accessories don’t fully meet your expectations, you may request a return under the following guidelines:

Return Period

  • New & Unused Items: Eligible for return within 30 days of delivery.
  • Used Items (including opened/unboxed): Eligible for return within 14 days of delivery

Condition Requirements

  • Items must remain in original condition: unused, unworn, with packaging and accessories intact.
  • Electric bikes:
    • New: Odometer shows 0 miles.
    • Used: Less than 50 miles, with no damage.
  • Proof of purchase (order number or receipt) is required.

Return Costs & Fees

  • New & unused items: Full refund (minus shipping charges).
    Used items: Subject to a 20% restocking fee plus return shipping.
  • Shipping costs are non-refundable, unless a shipping error occurred.
  • We may provide a pre-paid return label for first-time returns within the contiguous U.S.

Battery Returns

  • Due to DOT regulations, lithium-ion batteries are non-returnable.

Return Process

  1. Email us at info@alpsvelo.com to request a return authorization.
  2. Once approved, you will receive return instructions and a shipping address.
  3. Items sent without authorization will not be accepted.
  4. In some cases (such as a first return within the contiguous U.S.), a prepaid return label may be provided.

Damaged or Incorrect Items

Please check your order when it arrives. If it’s defective, damaged, or incorrect, contact us immediately at info@alpsvelo.com with photo or video evidence so we can make it right.

Note:

The following do not qualify for refund or replacement:

  • Minor packaging damage
  • Small scratches or paint chips
  • Wear and tear from normal or heavy use

Only major structural damage affecting functionality is considered severe.

Non-Returnable Items

  • Batteries (restricted by law)
  • Sale items
  • Open box

Exchanges

We don’t offer direct exchanges. Instead:

  1. Return the original item
  2. Place a new order for the replacement

Refunds

Once we receive and inspect your return:

  • We’ll notify you via email if the refund is approved.
  • If approved, the refund will be issued to your original payment method.
  • Most refunds are processed within 72 hours; the exact timing depends on your bank or payment provider.

Open Box Item

Please note that this is an Open Box Product. As such:

l  The bike may have minor cosmetic imperfections (such as scratches or scuffs) and visible signs of prior use.

l  These conditions are normal for Open Box Items and do NOT qualify as valid reasons for return or exchange.

We only accept returns if there is a manufacturing defect or a functional issue with the bike that affects its performance or usability.

l  To be eligible for a return, you must contact us within 14 days of receiving the item.

l  Returned item include all original accessories.

l  We may request photo or video evidence to assess the issue before approving the return.

We reserve the right to decline returns that do not meet these conditions.

Questions?

We’re happy to help. Contact us anytime at: info@alpsvelo.com