Return & Warranty

RETURN & WARRANTY POLICY

RETURN POLICY

If you have not received the item:

  • If you haven't received the shipping notification, you can cancel or modify this order by contacting our customer service by email. Our customer service will help you cancel or modify the order within 24H after receiving your email. Since the email is not an instant reply, we may find that your order has been sent when we process your email within 24H. In this case, we can only say sorry for that, and we can't help you cancel or modify the order anymore. So please check the order information carefully before placing the order.
  • If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and REFUSE to accept the parcel so that it will be automatically returned to us. In this case, we will issue you the refund deducting the delivery fee & restocking fee after we receive the returned item. Please DO NOT accept the delivery otherwise you will have to pay the return delivery fee as well.

If you have received the item:

  • The acceptance time for return is 14 days upon arrival;
  • To be eligible for a return, your item must be in the condition that you received it, unused with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • The shipping cost and return delivery fee will have to be paid by the customer unless it is the major quality problem of the products that is necessary to be returned.
  • If the item is unopened and unused, you will have to pay the delivery fee and the return delivery fee. The rest of your money will be refunded once we receive the item and confirm the item condition.
  • To start a return, you must contact us at alicehuang@markshop.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Notes:

  • Customised items and special orders may not be returned unless it has been determined to be wrongly provided by us or it has got major quality problems. If the returned goods affect the second sale, loss fees and packaging fees will be charged according to the conditions of the returned items.
  • You must first contact us and get our written approval before sending any item back. Any product returned without acceptance WILL NOT be refunded. Please contact us and get our written approval before sending any items back. Any product returned without acceptance WILL NOT be refunded. Refund will take 3-8 business days back to your account depending on the payment method you use.

 

WARRANTY AND GUARANTEE

The warranty period for bicycle is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge. 

After warranty period, the customer has to pay replacement parts and shipping fees. The bike which we sell are factory new regular products, all parts are the same as the original parts.

 

WARRANTY COVERAGE

Main parts:

Parts 
Name

Warranty Period

Example Problems


Notes


Suspension Fork

HandleBar


1 Year


1. Sealing off.
2. Fracture key parts crack.
3.Fork fracture.


Any damages caused by misuse are not covered under the waranty

Motor

1 Year

1.Internal gear break.
2.Bearing broken.
3.The wheel hub shell cracking.
4.Coil burned.
5.Magnets off.
6.clamping stagnation or have serious noise, not the normal operation


Any damages caused by misuse are not covered under the waranty

Charger

1 Year

Not charging


Problems occured after unauthorized modification will not be covered

Controller

1 Year

1.Short circuit or open circuit.
2.Burnout.
3.Coaster related protection function failure.


Problems occured after unauthorized modification will not be covered

Battery

1 Year

Not working


Problems occured after unauthorized modification will not be covered

Frame

1 Year

Fracture


Problems occured after unauthorized modification will not be covered

 

Basic parts:

Parts 
Name

Warranty Period

Example Problems


Notes


Display


6 Months


Quality problem


Any damages caused by misuse are not covered under the waranty
Switch 6 Months Quality problem


Crank


6 Months


Quality problem


Brake


3 Months


Quality problem


Throttle


3 Months


Quality problem


Front and Middle Axle


6 Months


Quality problem


Rim. Hub


6 Months


Quality problem
Other components 6 Months Quality problem

 

ONE OF THE FOLLOWING CONDITIONS DOES NOT QUALIFY FOR WARRANTY:

  1. The Warranty is only valid for the original buyer.
  2. The Warranty will not cover any form of water damage.
  3. The Warranty will not cover minor surface blemishes, rips, tears, other cosmetic damages due to normal use, or other intentional damage to the product.
  4. The Warranty will not cover any damage which results from the application of improper cleaners, solvents, or chemicals to the product, water damage, smoke or soot, or from exposure to saltwater, sea breeze, or salt.
  5. The Warranty will not cover any damage which results from aging, such as fading of paint, deterioration of plated surfaces, deterioration of rubber or plastics, or rusting.
  6. The Warranty will not cover problems caused by the modification or improper repair by the user.
  7. The Warranty does not cover damages due to accidents, natural disasters, man-made disasters, irresistible forces or chemical attack.
  8. The warranty does not cover screws, nuts, and bolts natural corrosion, wear and tear.

 

PROCESS FOR WARRANTY

  1. Get in touch by livechat or phone call or whatsapp or email regarding the bike problems.
  2. Send an email to aftersale@markshop.co.uk and includes following information:
  • Order number and the item you bought
  • Your name and contact number
  • Pictures/Short videos of the problems and a brief description of the problems

 

WARRANTY SOLUTIONS

For products under warranty, one of the solutions below will be offered to our customers depending on the problem:

  1. Small amount of refund for compensation.
  2. Send free replacements
  3. Repair in a local bike shop and the cost will be reimbursed with the receipt.
  4. Arrange collection back to our London service centre for repair.
  5. Arrange collection back to our London service centre for replacement.
  6. Arrange collection back to our London service centre for refund.

Note: Please keep the original packages in case the bike need to be collected back to our service centre.