Order Processing Time
Our team requires 1 to 2 business days to meticulously process orders and dispatch them. Within 48 hours, you can expect the tracking number to be uploaded for your convenience.
Shipping Duration
The shipping period typically spans 3 to 7 business days. It’s important to note that this timeframe is influenced by local delivery efficiency and weather conditions, aspects beyond our complete control.
Upon dispatching your order, a notification will be promptly dispatched to the email address registered on our website.
Tracking Your Shipment
Look forward to an email containing your tracking number, or simply enter your tracking number and choose your carrier here to monitor your shipment’s progress. Should an unforeseen shipping delay arise, we’ll keep you informed through email. If waiting isn’t suitable, a refund option will be made available.
Cancellation Policy
To cancel an order, kindly do so within 2 hours of payment, prior to our warehouse commencing handling. Unfortunately, cancellations aren’t feasible once the parcel is dispatched. If cancellation occurs before work commences, we’ll facilitate a full refund through your selected payment method.
Signature Requirement
Shipments containing e-bikes necessitate a signature upon receipt. This precaution is due to the item’s substantial value and regulations related to high-capacity lithium-ion batteries. While the shipping carrier traditionally requires a physical signature, visual confirmation of package receipt is accepted as an alternative in light of the COVID-19 pandemic.
Shipping Partners
Your order’s size, weight, and delivery location dictate our choice of shipping partner. While our preference is to consolidate orders in a single box whenever feasible, certain instances may necessitate multiple shipments, particularly for larger or bulkier items.
Refusal of Shipments – Flat Fee
Refusing a delivery that was originally directed to you prompts a flat fee of 8,000 THB. This nominal charge helps offset our shipping expenses. Please note that we’re unable to alter, intercept, or cancel shipments already dispatched. In the event of refusal and subsequent return to our facility, your order will be treated as a return. We will then issue a refund for the original purchase amount through your initial payment method, less the 8,000 THB fee.
The specific warranty covering your THAIEBIKE bicycle is governed by the law of country in which it was purchased, and applies only to bicycles purchased from Authorized THAIEBIKE Retailers or directly from THAIEBIKE. After reviewing our warranty policy, if you believe you have a warranty claim, pls contact us using our contact form.
THAIEBIKE Limited Warranty And Policy On REPLACEMENT PROCEDURES & RESPONSIBILITIES
- 14-Days Money Back: For 14 days after the date of purchase, return your Undamaged / Unused THAIEBIKE product and receive a refund. The time of the refund, for example: when the returned bike arrives at our warehouse, we accept it and process the refund within 3 days.
- Frame Metal and other accessories warranty for 3 years, batteries, motors and other accessories warranty for 1 year
What if I bought a second-hand THAIEBIKE?
You can enjoy the warranty only if (not optional):
- The 1-year package hasn’t expired since the initial owner has received it
- You have the initial owner’s name & the initial order number.
What if my bike was stolen?
We are sorry that the stolen bike is not covered by the warranty. We recommend investing in a quality lock to protect your bike when you’re not riding.
THAIEBIKE Bikes 1-3 Years Warranty
All SAMBIKEs are covered by our manufacturer’s 1-3 years all-inclusive warranty against all manufacturing defects for the original owner. (All free parts are not covered under warranty).
The 1-3 years warranty period will start from the time the original owner receives the bike. Caution :
- Frames, metals etc, accessories can be warranted for 3 years.
- Motor, battery and other accessories can be warranted for 1 year.
Replacement Program.
THAIEBIKE will replace any and all components that are deemed defective or damaged (including damage incurred during shipping) without user error.
Claims
All claims to this warranty must be made through THAIEBIKE. and submitted to us using the contact form. Proof of purchase and photos or videos of the damaged product are required with any warranty request. Before making a warranty claim, we suggest that you contact us as there may be a simple fix for your problem. Valid warranty claims will be processed through THAIEBIKE within 1 year of initial purchase. THAIEBIKE will not replace any part without first seeing photos or video of the damaged product. Customer needs to provide us with evidence by email.
Shipping Damage Claims
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact us using our contact form and provide us with photo or video proof. After receiving the claim email, we will reply and give a solution in 3 days. All free accessories will not participate in the replacement or compensation if they cause scratches during transportation. NOTICE: We don’t accept Shipping Damage Claims more than 7 days when receiving products.
Frame
THAIEBIKE ebike frames are covered by a replacement warranty for 3 year. This warranty includes a replacement frame only. Labor charges to changeover parts to replacement frame are not included. Changeover labor must be performed by an authorized THAIEBIKE
THAIEBIKE reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at the discretion of THAIEBIKE
Frame issues that are excluded from this warranty include but are not limited to:
- Corrosion
- Paint fade, scratches, impact marks
- Impact damage
- Non reversible modification (drilling/welding)
- Chain guard mount to the frame if applicable
Batteries
THAIEBIKE batteries are covered by a 1 year prorated warranty. During 1 year of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery remains unchanged based on original purchase date. After the first 1 year of service – A prorated credit, based on months of service, will be applied toward the purchase of a new battery. Batteries purchased at pro-rated cost will have a new 1 year warranty based on the pro-rated purchase date. Batteries can be assessed and found defective only by directly by THAIEBIKE.
This Limited Warranty does not cover:
1. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
2. Scratches, dents and cosmetic damage, unless caused by THAIEBIKE;
3. Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible;
4. Ordinary wear and tear;
5. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by THAIEBIKE with the Products;
6. Defects or damage caused by assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual;
7. Defects or damage resulting from external causes such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source;
8.1 In addition, with respect to the Battery, this Limited Warranty does not cover defects or damage;
8.2 Caused by charging by a battery charger not intended or appropriate for use with the Battery or the improper use of a battery charger;
8.3 Where any of the seals on the Battery are broken or show evidence of tampering;
8.4 Where the Battery has been used in equipment other than the Bike for which it is specified;
8.5 The corresponding issues on battery and e-bike will not be covered by the warranty after using a battery that is not specific to your e-bike model. We do not recommend you to use a battery of other brands on THAIEBIKE e-bike, although the output voltage of the other’s battery may also be 48V, the battery protection system may not be the same, there may be incompatible situations leading to damage to our motors and dispalys.
Parts & Components
Original THAIEBIKE parts & components are covered by 3 years limited warranty.(When all the spare parts for warranty are sent to the customer, the customer needs to bear the freight.)
This Limited Warranty does not cover:
1.Ordinary wear and tear not the result of defects in workmanship or materials. Wear and tear can be assessed by THAIEBIKE. Parts not typically covered include but are not limited to:
1.1 Brake Pads
1.2 Rotors
1.3 Spokes
1.4 Tires/Tubes
1.5 Chains
1.6 Chain Rings
1.7 Cassettes
1.8 Crankset
1.9 Parts compromised due to corrosion due to the elements (moisture, heat, etc).
1.10 Damage or deterioration of the surface finish, appearance, or aesthetics of the product.
1.11 Frame, forks, handlebar, seat post, saddle, brakes, lights, crankset, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors, and hardware.
2. Labor charges for part replacement or changeover.
3. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.
4. Scratches, dents and cosmetic damage not caused by THAIEBIKE.
5. Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible.
6. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by THAIEBIKE with the Products.
7. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual.
8. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source.
How to make a warranty claim
If you believe your THAIEBIKE has a warranty issue, please contact our customer support team for instructions on how to proceed using our
contact form.
Our commitment is your satisfaction. If you wish to return a new and unused e-bike within 14 days, a charge of 8000 THB for shipping and restocking will apply. To initiate the return process, we will provide you with a label. Kindly print and affix it to the exterior of the box, and await courier collection at your location. Please ensure the original box is used for returning. If the box is significantly damaged, reach out to us via our contact form or messaging service.
For all return cases, preserving the condition of the original shipping box is essential.
HOW TO RETURN YOUR ELECTRIC BIKE:
- Step 1: Contact us via message or email using our contact form.
- Step 2: Upon confirmation of your return request, an email with a shipping label will be sent to you. Print the label and securely attach it to the outside of the box.
- Step 3: Await the courier’s collection of the package.
- Step 4: After our warehouse receives and assesses the returned package, your refund will be processed back to the original account within 2-5 business days.
RETURNING DAMAGED ITEMS:
If you have a damaged item, please provide photographs or videos. We will swiftly arrange for a replacement or return within 3 business days.
IS THERE AN ADDITIONAL RETURN FEE?
Yes, a charge of 8000 THB per bike is applicable for shipping and restocking.
REFUND AMOUNT:
- For damaged items: A full refund will be issued within 1-2 business days.
- For e-bikes: A deduction of 8000 THB per bike for shipping and restocking will be made, and the remainder will be refunded.
- For accessories: You will receive a full refund; however, you are responsible for delivery and associated costs to the nearest warehouse.
WHEN WILL I RECEIVE MY REFUND?
- For damaged items: A full refund will be processed within 1-2 business days.
- For e-bikes and accessories: Refunds will be initiated within 2-5 business days after our warehouse receives and assesses the returned package and confirms item condition.
DELAYED OR MISSING REFUNDS:
If your refund is delayed, first check your bank account, then contact your credit card company. Processing times vary and it may take some time for your refund to be officially posted. If you’ve completed these steps and still have not received your refund, please email us using our contact form. Your satisfaction is our priority, and we’re here to assist you throughout the process.
