Qnutbike Electric Bikes - Pre-Sales Notice & Service Guide

Welcome to Qnutbike (qnutbike.com). To ensure a seamless shopping experience from pre-purchase inquiries to after-sales support, we have compiled this pre-sales notice. It clarifies our service policies, mandatory service request requirements, and key pre-purchase considerations. Please review these details carefully to avoid misunderstandings and protect your legitimate rights.

1. Order Information Retention

All Qnutbike after-sales services (warranty claims, refunds, order inquiries) require strict order verification. Upon ordering, customers must immediately store the Order Number and Original Tracking Number securely (e.g., dedicated email folder, encrypted notebook). The Order Number is in your confirmation email and Qnutbike account “Order History”. Our logistics partner (e.g., DHL, UPS) will send the Original Tracking Number via a separate shipping email. These details are indispensable for verifying purchases, tracking shipments, and initiating services. Do not share the Order Number with unauthorized parties to prevent fraud.

2. Our Service Commitments

2.1 24/7 Customer Support

Qnutbike provides 24/7 professional support for pre and post-purchase inquiries, including product specifications, local regulation compliance, shipping timelines, and payment methods. For assistance, email support@qnutbike.com with your full name, contact information, and specific product model (if applicable). Our multilingual team responds within 2-4 business hours (including holidays/weekends) with accurate answers. Clear inquiries avoid unnecessary delays.

2.2 1-Year Warranty

Each Qnutbike electric bike has a 1-year limited warranty, effective from the delivery date (per logistics records). It covers material and workmanship defects (e.g., faulty wiring, defective batteries, loose components) under normal use. Exclusions include wear and tear, accident damage, improper use, unauthorized modifications, and neglect of manual-specified maintenance. To claim warranty, submit required documents (Section 3) and return the product (with original accessories) in its original condition (excluding normal wear).

2.3 30-Day Refund Policy

Qnutbike offers a 30-day money-back guarantee for eligible orders, allowing returns if the unused, undamaged bike (with original packaging/accessories) fails expectations. Submit refund requests to support@qnutbike.com within 30 days of receipt, along with verification materials (Section 3), and await a Return Merchandise Authorization (RMA) number—returns without an RMA are rejected. Customers bear return shipping costs unless due to verified defects or shipping damage. Refunds (processed in 5-7 business days post-inspection) take 3-10 days via your original payment method.

3. Verification Document Requirements

All service requests require complete, valid verification documents for timely processing; incomplete materials cause delays or rejection. Prepare the following before contacting support:

• Order Number: 8-12 digit identifier in the confirmation email, linking to your purchase details.

• Original Tracking Number: Logistics partner (e.g., DHL, UPS) code for shipment tracking and issue verification.

• Photos/Videos: High-quality, unedited visuals as follows:
    Defect claims: Multi-angle shots (including visible serial number) of the defect and entire bike.

• Refund requests: Clean, (if applicable) assembled bike, accessories, and packaging (no damage/missing parts).

• Shipping damage: Document packaging and bike damage immediately; do not discard packaging or assemble the bike.

Photos/videos must be 1080p, well-lit, and unobstructed. Blurry, edited visuals or those with overlays/filters delay verification and may be deemed tampering.

4. Additional Important Notes

• Check spam/junk folders for Qnutbike emails; add support@qnutbike.com to contacts for delivery.

• Review full warranty/refund terms on qnutbike.com (“Customer Service”) for detailed exclusions and limitations.

• Confirm product compliance with local regulations before ordering; Qnutbike is not liable for non-compliance.

• Services require verification documents; third-party purchases are only valid if from authorized retailers.

• Warranty applies to direct/authorized retailer purchases; parallel imports are uncovered, with no parts/repairs available.

• Submit unedited, multi-angle visuals for faster verification; respond promptly to additional requests.

• Payment security: Qnutbike uses encrypted gateways and never requests sensitive data via email. Verify suspicious requests immediately.

• Confirm delivery address accuracy; address changes are only possible within 24 hours of ordering.

• Inspect the bike upon receipt; report damage/defects with visuals within 48 hours to preserve warranty/refund eligibility.

Qnutbike is committed to reliable products and professional service. This notice ensures transparent shopping by clarifying our policies. Your cooperation in providing verification documents enables efficient issue resolution. Thank you for choosing Qnutbike.

For further assistance: support@qnutbike.com | Website: qnutbike.com