Refund policy

Return & Refund Policy

Thank you for choosing NURSEVEST. We’re committed to delivering high-quality electric bikes and ensuring your satisfaction. If you are not completely satisfied with your purchase, we’re here to help.

1. Return Eligibility

You may request a return within 30 days of receiving your product, subject to the following conditions:

  • The item must be unused, undamaged, and must have less than 10 miles of total mileage.

  • Used products are not eligible for a full refund.

  • It must be returned in the original packaging, including all original accessories (e.g., charger, keys, tools, manuals).

  • Provide relevant video photographic evidence, confirmed by us.

  • A valid proof of purchase is required.

  • Returns requested after 30 days of delivery will not be accepted.

2. Non-Returnable Items

The following items are not eligible for return or refund unless they are defective:

  • Products damaged due to misuse or improper installation

  • Gift cards or promotional items

  • Consumables (e.g., brake oil, chain lubricant)

  • Heavily worn or customized accessories

  • Batteries returned after 30 days

  • No video photographic evidence could be provided.

2.1 Damage Caused by Improper Installation

If the product is damaged due to incorrect installation or handling by the customer, we do not classify it as a quality issue.
However, we will evaluate the extent of the damage and may offer a solution on a case-by-case basis — such as paid repair parts or limited compensation.

We strongly recommend following the official assembly instructions or seeking help from a professional bike shop if needed.

3. Return Process

To request a return, please email nursevet.mr@outlook.com with the following details:

  1. Order number

  2. Brief description of the issue

  3. Clear photos or videos showing the problem

If your return request is approved, we will send you a prepaid return label along with detailed return instructions.
Please do not send items back without prior approval, as unauthorized returns will not be accepted.

⚠️ The original shipping box must be retained. If the original packaging is missing, we will be unable to process your return. Please ensure proper storage of the packaging.

However, if you no longer have the original packaging, we offer two alternative solutions:

  1. Use a self-prepared box that closely matches the original size. You must send us clear photos of the packed bike for approval before we issue a return label.

  2. Purchase a new e-bike at full price, and use the new bike’s packaging to return the original one. Once we receive and confirm the returned item, we will issue a full refund for the original purchase.

4. Return Shipping & Handling Fees

Item Type Return Fee
E-bike $100 
E-bike battery $40
Accessories 15% Value of goods

5. Refund Conditions

Scenario Policy
Product with quality issue Customers must provide photos or videos for verification. Full refund or free replacement within 30 days.
Received incorrect item Free return & full refund
Missing or damaged accessories Partial refund or replacement will be offered based on the issue.
Order canceled after shipping $100 shipping & handling fee per e-bike will be deducted from the refund.
Deduct 15% from the order amount
Refused delivery $100 fee per e-bike will be deducted from the refund.
Address change after shipment $25 fee per e-bike / 5% fee per other item.
Quality issue reported without supporting evidence Treated as a non-defective return; $100 fee per e-bike will be deducted from the refund.

6. Warranty-Based Return or Replacement

If your product develops a manufacturing defect within the 1-year warranty period, please contact our support team and provide photos or video of the issue. We will evaluate the problem and offer a replacement or solution accordingly.

🔧 Note: Normal wear and tear (e.g., tires, brake pads) and damage caused by misuse are not covered. Repair reimbursements must be pre-approved.

7. Additional Notes

  • Refunds will be issued to your original payment method after inspection of the returned item.

  • Refunds may take 5–10 business days to appear on your statement.

  • BIGNIU reserves the right to deny returns that do not meet the above conditions.

Contact Us

If you have any questions about this policy, please feel free to contact us:

📧 Email: nursevet.mr@outlook.com