Return And Refund Policy 

For Unused Product Return


Product in new and unused condition can be returned and full refunded during 14 days following the order delivery date. Please make sure all items must be unused with the original packaging intact, free from dirt, dust, or any fragrances, in the condition as when you received it.

A 15% processing fee will be applied but we can prevent it for the customer if a replacement order is received. The customer is also responsible for the return shipping cost. The customer shall arrange the return shipment by himself.Order refund are processed 10 business days of package receipt. Your financial institution can take up to 1-3 business days for the refund to reflect in your bank account/card.

For Defective/ Damaged Items

We will take full responsibility for all wrong or damaged orders caused by us. Products can be returned for a full refund or exchange within 14 days of the order delivery date.

For return and exchange, we will pay for the shipping cost. Order refund are processed within 10 business days of package receipt. Your financial institution can take up to 1-3 business days for the refund to reflect in your bank account/card.

Return & Exchange Procedure

Please email us your return request within 14 days(For Unused Product Return) of the delivery date.
Be sure to inform the reason for return in your email and indicate the details for replacement or a refund.
Use the Upload File button to provide images of damaged or defective products.
Return products to the address we offer and provide the tracking info by email.
Order refund are processed within 10 business days of package receipt. Your financial institution can take up to 1-3 business days for the refund to reflect in your bank account/card.

ORDER CANCELLATION

    For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

    BEFORE SHIPMENT: Please contact us at support@starrynitebikes.com if the order has not been shipped out yet. Starrynite will reply to the cancellation email within 3 business days and the refund will be processed within 10 business days.

    AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 15% processing fee. The customer is also responsible for the return shipping cost. The customer shall arrange the return shipment by himself.

    Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Starrynite’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Starrynite will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

    The customer needs to email Starrynite’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Starrynite will email the customer a cancellation notification email. The customer shall not send a return package to Starrynite without receiving notification. Starrynite will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.

    ORDER MODIFICATION

      We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 15% processing fee of the original order will be deducted from the total refund amount.

      MODEL REPLACEMENT & RETURN NOTIFICATION

        Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

        For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

        *Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form. 

        Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

        • A) Minor damage to the outer packaging.
        • B) Minor scratches or paint loss on the product.
        • C) Damage to parts or wearing parts after excessive use.
        • D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

        For non-quality issues, customer may ask for product replacement or return within 14 days after received it. A 15% processing fee will be applied but we can prevent it for the customer if a replacement order is received. The customer is also responsible for the return shipping cost. The customer shall arrange the return shipment by himself.

        To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.

        Please notice: It is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Starrynite will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

        NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

        1. A) Special orders
        2. B) Used items except in EXTREME cases of breakage/malfunction

        Refund

          Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method within 10 business days.