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Home > Frequently Asked Questions > How do I Return a Product?
How do I Return a Product?
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GEN3 offers free returns of electric bicycles and kick scooters within fifteen (15) days of delivery to the consumer. To be eligible to return of these items within this period, the following conditions apply:

  • The Product must have less than 15 miles (24 km) on the odometer, if applicable;
  • The Product must be free from wear and tear, scratches, dents, dirt, dust, odor, or any other signs of use;
  • The Product must be returned in its entirety, with all parts and accessories included, in its original packaging; and
  • Prior authorization and a returned merchandise authorization (RMA) number must be received from GEN3 Customer Service (per the instructions below) prior to shipping back the Product.

 

GEN3 offers returns of replacement parts or accessories within thirty (30) days of delivery to the consumer. To be eligible to return parts or accessories within this period, the following conditions apply:

  • You are responsible for all shipping charges to return the Product to GEN3;
  • The Product must be free from wear and tear, scratches, dents, dirt, dust, odor, or any other signs of use;
  • The Product must be returned in its entirety, with all parts and accessories included, in its original packaging;
  • Prior authorization and an RMA number must be received from GEN3 Customer Service (per the instructions below) prior to shipping back the Product; and
  • All returns of parts and accessories will be charged a 25% restocking fee.

Requesting a Return

To request a return, you must receive an RMA number by contacting GEN3 Customer Service.

  • GEN3 Customer Service may request images of the Products. They will then issue a RMA number and send you a prepaid return label for the logistics carrier that will ship the Product. For Parts & Accessory returns the return shipping cost and the restocking fee will be deducted from the credit amount.
  • You will then package the Product in its original packaging, attach the prepaid return label, and contact the logistics carrier for pick-up of the Product.
  • Credit for the return will only be processed once the Product has been received by the GEN3 Repair Center and inspected to ensure that it complies with the conditions of the return policy. If any of those conditions are not met, GEN3 Customer Service will contact you to resolve the issue. GEN3 reserves the right, at all times, to reject the return if these Terms are not met.

 

Any Products returned to GEN3 without prior written consent of GEN3 will be rejected and you will have to arrange shipment back to you at your cost.

 

Used Products, batteries, special orders, or sale items are not returnable except in EXTREME cases of breakage/malfunction covered by our limited warranty, and then only after obtaining our approval for the return.

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