Built & Ready to Ride

‍Your GIN e-bike will be built and inspected by a qualified member of the engineering team before being boxed up and sent to you. Once delivered, all you’ll need to do is to use the tool box supplied, follow the manual instructions to straighten the handlebars, attach the pedals, attach the monitor and throttle and adjust the seat post, Remember to switch ON the battery before taking your first ride. You can refer to the manual guide for details.

Cancellations & Returns

‍You have 15 days from the date in which your product has been delivered to return your product. To obtain the refund, the goods must be returned in an “As NEW” condition, unridden with all parts, manuals and accessories included in the original box and packaging. Please contact us before shipping it back. If return packaging is not done in the correct manner, refund would not be processed. It is important that the carton packaging, along with all its contents, is secured and done appropriately before returning them back. Refunds take anywhere 10-14 business days once we receive the shipment at our warehouse.  

‍Please NOTE : that any cancellations & or returns/refunds do not include the payment commission charged at the time of placing the order (usually it is around 2.9% of the processed amount for international buyers and 1.9% for the UK based buyers). Payment charges are always subtracted from the final cancellations or refund processed. If it has been 24 hours since you placed the order, there will be an additional cancellations charges of 4.5% of the order value to compensate your order reservation (we reserve and start preparing your order within 24 hours of you placing the order in our manufacturing facility).​

If you have not opened the carton at all, you can still get it returned in 21 days from the day you receive the e-bike shipment. Please note that in this case, the carton MUST NOT have been opened up.​

‍How long is the warranty cover?

‍Your GIN e-bike is covered for 3 years of WARRANTY. Your bike must be registered within 10 days of purchasing for you to claim product/service warranty in the future. You MUST send us the bike reg number upon receiving the bike within 10 days. It is a quick and simple process! What does the warranty exclude?

‍NOTE: Warranty does not cover normal wear and tear, improper assembly or follow-up maintenance, consumable parts such as tires, or unauthorised installation of parts or accessories. The warranty does not apply to damage or failure due to accident, misuse, abuse, or neglect. Any unauthorised modification of the frame or components shall void this warranty. The warranty shall not apply in case of a copy, modification, reverse engineering, decompiling, disassembly of or otherwise tampering with the Product, its components and/or the Services. GIN e-bikes not responsible for incidental or consequential damages. This warranty does not affect the statutory rights of the Consumer. Warranty also excludes accessories and parts like brakes, tyres, spokes, crankset, chainring, pedals, saddle, monitor etc. Rest all electrical components like motor, controller and battery are covered under warranty terms (non working parts are shipped out to you at no cost and the customer is to have the part/s replaced at his/her local bike repair shop).

‍Please note that we do not guarantee the bike repair at our facility in Reading (UK).​

NOTE : We have found in past that by shipping the damaged/non-working parts to the customer, it is much easier to replace the parts locally at the city of the customer rather than having the entire bike shipped out to us. If the customer still wants to ship out his/her bike to us in Reading (UK), he/she MUST bear the cost of shipping to our facility. We will need 15-30 business days to have it repaired and then ship out to him/her at no additional cost.​

‍Warranty for Commercial Use Clients

‍If the purchase of your bicycle is for commercial use (i.e Food courier use), additional conditions must be met for any warranty claim:
- Mandatory serving must be done every 6 months or every 1,500 miles done on the clock, which every comes first to keep your warranty active.
- If you are located within Zone 1-4 in London, we have dedicated service station for you to attend. Any other locations please keep a proof of service (i.e receipt to proof that a service is done at certain time.
- Please note, tracking is active at all times. GIN e-bike reserves the right to monitor and identify your travel pattern to determine if you are using for commercial use.

Warranty Policy

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*Effective Once Customer Receives the Bike

• Motor & Controller: 2 years

• Battery: 1 year

• Frame: 5 years

• All Mechanical Parts (including but not limited to): 6 months

        • Bike Chain

        • Crankset and Pedals

        •Tyres

        • Brakes (Front & Rear)

        • Front Headlight

        • Suspension Forks

        • Stem and Handlebar Parts

        • Display (Coloured & B/W)

        • Seatpost & Saddle

        • Gears

        • Derailleur

        • Derailleur Protector

        • Cadence Sensor

        • Wires

        • Mudguards (Front & Rear)

        • Spokes

        • Any Other Mechanical Parts

        • Charger

        • Bike Accessories

Note:

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• We have found that replacing damaged or non-working parts locally is often more efficient than shipping the entire bike. If you prefer to send your bike to us in Reading, UK, you must cover the shipping costs. We will need 15-30 business days to repair and return the bike at no additional cost.

• Used or ridden bikes cannot be returned for a refund.

• The bike must be registered for the warranty within 14 calendar days of delivery. Register your bike by emailing the registration number to support@ginebikes.com.

• Damages due to incorrect assembly are not covered under the warranty.

Return Policy

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• Unused Bike: Can be returned within 14 calendar days of delivery.

• Used Bike: Cannot be returned as it cannot be resold.

• Condition: The bike must be in new condition with no alterations, modifications, or upgrades.

• Packaging: The bike must be packed properly following these guidelines:

1. Share a short video clip and images of all sides of the bike, highlighting any scratches, dents, or damages (if any).

2. Use all foam materials and ties to cover the frame, handlebar, crankset, suspension forks, etc.

3. Place removable parts like pedals, display monitor, quick release, tail light, toolset kit, etc., into the box they were originally packed in.

4. Follow the same steps for all accessories.

5. Take images and videos of the packed bike and share them with us (preferablyvia email to support@ginebikes.com).

6. Once approved, pack the bike in the carton properly.

7. After we create the return label and receive the bike, we will inspect it. If everything is in order, we will share the report and proceed with the next steps.

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Refer to the Attached Video for Packing Instructions: Packing Video

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Please be patient throughout this process as it can take 3-5 weeks depending onthe speed of each step.

Refund & Cancellation Policy

• Refund Processing Time: 10-15 business days. This duration is due to theinvolvement of three payment processors.

• Cancellation Fees:

          • Any cancellations or returns/refunds do not include the payment commission charged at the time of order (around 2.9% for international buyers and 1.9% for UK-based buyers). These payment charges are subtracted from the final amount.

         • If the order is canceled after 24 hours, an additional cancellation charge of4.5% of the order value will be applied to compensate for order reservation and preparation.

For Cyclescheme Cancellations:

         • Contact your employer directly to cancel the voucher. Follow the timelines of the cyclescheme provider.

For 3rd Party Financial App Cancellations (e.g., Klarna, Splitit):

          • Initiate the refund process through the app's internal system. Follow the guidelines and timelines provided by the app.