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Return and cancellation

RETURN AND CANCELLATION POLICY

NOKO firmly believes in the quality of our Made in Italy products, and we are confident that our e-bikes will meet your expectations. For this reason, we offer you the opportunity to return the purchased NOKO e-bike free of charge within 30 days from the delivery date. If you have reconsidered your purchase or NOKO did not reflect your expectations, just follow the instructions below to request a free return of the e-bike. The right of free return within 30 days is subject to the following conditions: the products must not have been damaged and must not show any signs of severe wear, abrasions, or scratches, which could compromise the resale of the goods in “New” condition. Don’t worry, the wear on the tyres does not compromise your return request! NOKO must be sent with the original box, complete with the packaging kit, and all objects, components, and accessories received at the time of delivery. As required by current legislation, the right of withdrawal is excluded and therefore cannot be exercised in the event that the purchased goods have been customized at the explicit request of the Customer at the time of the order. The return must be made in a single shipment and never in separate shipments, under penalty of forfeiture of the right itself. The deadline is considered to be met if the buyer decides to take advantage of the right of withdrawal of the goods before the expiry of the 30-day period. As required by the Italian law, after the 30 days of right of withdrawal, the returned goods travel at the risk and expense of the Customer, who is therefore kindly requested to agree by email or telephone with NOKO on the choice of the most appropriate means of delivery. The return shipping costs are entirely borne by the Customer who wishes to exercise the right of withdrawal, except in the case of an error recognized by NOKO. Any package for which the courier requests a payment will be refused, whether by cash on delivery, for shipping costs, or any other type of expense.   Once your request for return has been approved by NOKO Customer Service, you will receive an email including the shipping instructions. The packaging must be appropriately sealed with signed adhesive tape on all potentially breaching parts, in order to make the packaging unique and unrepeatable. In the event of obvious tampering of the packaging upon receiving your return, the same will be refused in order to give the Customer the possibility to complain against the shipping company, and thus initiate the insurance procedure of the courier or post office. The refund of the price paid to the Customer will be made within 5-7 working days from the acceptance and delivery of the returned goods to NOKO, exclusively by payment to the Customer’s bank or postal current account  
  • How can I cancel an order?
Before shipping, you have the right* to cancel one or more items included in your order. Simply select each of the items to be canceled in the Orders page and confirm the cancellation by clicking the Confirm button. *This right can only be exercised if the processing status of your order is not already Completed, in which case it will no longer be possible to make any changes to the order. Once the cancellation process has been completed, we will proceed with the refund, which will take place within 5-7 working days via the payment method used during the purchase.  
  • What are the Return Conditions?
The return conditions are not always the same. For any return it is necessary to file a complaint associated with the order. You will need to fill in the appropriate form with the required data and attach any photos and / or videos certifying the reason for the return.  
  • I have already received the order, how should I proceed?
If the order has already been delivered to you, the product can be returned for FREE within 30 days from the delivery date without any obligation. The product must be in the exact same conditions in which it was delivered, unused and with the packaging and all its original components.  
  • Return your order in 6 easy steps!
It is possible to return the item ordered within 30 days (from delivery). To return your items for free, follow the instructions on the return note:
  • Send your return request by clicking the following link or sending a detailed email to customercare@nokobike.com.
  • Now our team will verify your data. If we have any questions about your return, you will be contacted by our Customer Service. After verifying and approving your request, we will send you the shipment instructions.
  • Send the items in the original packaging, including all documents, in the exact way you received them.
  • Stick the attached return address label to the package (preferably over the shipping label), provided by our Support team via email.
  • Deliver the package to the courier or to the nearest COURIER access point.
  • Keep the delivery note issued by the courier.
We will notify you once we receive the return at our warehouse. The items and all data provided will be verified and, if everything is correct, we will refund the full amount of the specified items as soon as possible. We remind you that we will use the payment details of your order to make the refund. The total refund of the return can take between 7-14 working days. If you have any questions regarding the return process, you can contact NOKO customer service through the following link.  
  • I’ve received the wrong product!
If by mistake we have delivered an item that does not correspond to what was ordered, you have to contact us via the “Contact us” form at the following link. We will immediately replace the wrong item.
  • The item I received is damaged!
In order to assert any damage to the packages that occurred during transport, the Customer must accept each package with reserve and immediately verify the integrity of the content, reporting any damage within 24 hours of delivery.
  • Can I return a customized product?
As required by current law, the right of withdrawal is excluded and therefore cannot be exercised in case that the purchased item has been customized at the customer’s request when ordering.
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