Policy Scope and Global Coverage

  • Worldwide Application: This Return, Refund, and Exchange Policy governs cross-border transactions executed by customers located in any approved international destination worldwide, including but not limited to North America, Europe, Asia-Pacific, the Middle East, and Africa.
  • Official Policy Binding URL: The complete operational and legally binding frameworks of this global document are permanently hosted and accessible at https://citiebikes.com.
  • Return Initiation Window: Customers globally maintain a definitive window of 60 calendar days from the official date of product delivery (validated by the international carrier tracking timestamp) to formally submit a return, refund, or product exchange request.

Acceptable Product Conditions and Classifications

  • Defective, Damaged, or Incorrect Shipments: We accept comprehensive returns for items arriving with structural manufacturing defects, transit-induced damages, or cases where an incorrect product variant was dispatched. International customers must submit clear photographic or video evidence to our service center to support claims.
  • Non-Defective Products (Buyer Remorse): We accept returns for non-defective items if you change your mind, choose an alternative model, or conclude that the product specifications do not match your operational requirements.
  • Mandatory Merchandise Condition: Products submitted for global return or exchange must be in new or slightly used condition. This implies the item must be clean, free of structural scratches, road debris, or component wear, and must include all original factory packing materials, structural internal foam, manuals, battery chargers, keys, tools, and accessory kits.
  • Product Exchanges: International product model or specification exchanges are permitted within the identical 60-day window, subject to the identical item condition and global inventory evaluations.

Global Return Logistics Methods and Return Label Processing

  • Return Logistics Channels: Returns are accepted and processed via two official methods: By Mail using authorized international carrier networks, or via physical drop-off In-Store at our registered logistics facility.
  • Pre-Printed Return Shipping Labels: To optimize transit speed and facilitate border clearance, a physical, pre-printed international return shipping label is natively included inside the original shipment package dispatched to your destination.
  • Return Shipping Fees: There is no fee charged to the customer for using the provided return label; return shipping is fully complimentary and prepaid by our store worldwide.
  • International Return Packaging and Insurance: It is the buyer’s absolute responsibility to ensure the item is structurally protected for international air/sea transit. Title to the product and the risk of transit damage during return shipping remain with the buyer until physical receipt at our central warehouse.

Restocking Surcharges, Currency, and Refund Timelines

  • Mandatory Restocking Fees: All approved worldwide returns and exchanges (encompassing both defective and non-defective product categories) are subject to a standard restocking and administrative fee of 10% of the total product purchase price. This 10% deduction is applied automatically during the final credit assessment.
  • Refund Processing Timeline: Upon physical arrival of the returned merchandise at our centralized facility, our engineering team will execute a quality compliance inspection within 48 hours. Following inspection approval, your financial refund will be permanently processed within 5 business days.
  • Transaction Currency and Gateway: All financial reimbursements are distributed strictly in US Dollars (USD). Refunds are reversed directly back to the original source payment instrument utilized during checkout (Visa, Mastercard, American Express, or PayPal) and cannot be redirected to alternative accounts or different currencies.

Cross-Border Customs and Export Formalities for Returns

  • Customs Documentation: Since returned shipments originate outside of Indonesia, the package must be clearly designated as “Returned Merchandise – Country of Origin Indonesia” on all global courier customs declarations.
  • Import Duties on Returns: Any customs paperwork generated during the re-importation process into Indonesia will be cleared by our administrative staff using the prepaid return documentation included in your package to ensure no unexpected fees block the shipment.

Official Physical Return Address and Support Coordinates

To register a formal worldwide return claim, obtain validation codes, or secure an appointment for an in-store drop-off, you must utilize the direct physical and digital contact channels below:

  • Company Name: CitieBikes
  • Official Return Address: Jl. Teuku Umar No.47, Pasir Gintung, Kec. Tj. Karang Pusat, Kota Bandar Lampung, Lampung 35213, Indonesia.
  • Dedicated Support Line: +62-831-8934-5451
  • Corporate Service Email: sales@citiebikes.com