All MATE bikes come with the “MATE-promise” return guarantee. We’re sure you’ll love your new MATE, but if you’re not happy, we guarantee a refund on orders returned to us within 14 days of delivery.
All returned MATE bikes must be returned in a re-sellable condition: in their original packaging without damage or wear. If you wish to return your order, please contact our Customer Support.
Purchased but not shipped:
You will receive a full refund.
Purchased and received:
When you receive the delivery you should check that;
1.The label has the correct bike listed.
If this is not the case, you must take a photo and immediately contact us and return it to the courier while obtaining the corresponding receipt. We will have the correct bike shipped thereafter.
2.Any box external damage
If the box is damaged you must take pictures of it BEFORE opening it. Once opened you should also check if the bike is damaged as well. If there are damages please contact our Customer Support and attach identifying photos specific to the damage and of the bike itself. Please also file a complaint with the Courier and send us the copy (or complaint ticket number) for claim purposes.
If the correct bike was received and there is no apparent external damage but you still want to return the order you must send the order back to MATE.BIKE no later than 14 days after FIRST communicating with MATE.BIKE that you wish to withdraw from the purchase and return the order.
Cost of return shipment of the bike to MATE.BIKE will be borne by you and is non refundable. You are responsible for the safe and secure return of the product. Product must be shipped in its original box or a box of the same measurements. You will bear any & all risks during the transit of the product from the time of delivery through to the return of the product to MATE.BIKE.
Prior to returning the bike, you must contact customer support to inform them of the intention. Once an agreement has been established, you must then perform the following steps :
- Fill out the Withdrawal form at MATE.Bike Withdrawal Form
- Contact the customer service department our website.
- Fill in the details on the form and click send.
*Please DO NOT initiate a return WITHOUT MATE BIKE written acknowledgement. Such returns will be deemed unsuccessful