Refund Policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at for return address.

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.

You can always contact us for any return question at

General Return/Exchange Policy:

Customers can request a replacement or return within 15 days of receiving the product.
A 5% processing fee will be charged for returns, but it can be waived for product exchanges.
Customers must provide a shipping label with tracking to the directed warehouse after approval by email.
All returns must be in the same packaging and condition as received, including all items in the box.
Shipping fees for returns are at the customer’s expense.
For Product Defects:

Gunai will provide tech support and replacement parts for simple issues.
Gunai will cover the entire repair fee associated with damages.
For Shipping Damages:

Gunai will provide all necessary parts and cover service costs for shipping damages.

All returns must be approved before shipping back to Gunai.
Email: for approval along with photos of the product prior to shipping.

Bikes are usually shipped the next business day. Alterations to shipping after shipment may incur a €150 fee.
Customers are responsible for return shipping costs and safety during transit.

5% credit card processing fee for order cancellations (waived for bike exchanges).
€150 shipping & handling fee if the bike has already been shipped.
Up to a 20% restocking fee, which can be waived for unused products.
Shipping Damage Returns:

Customers may reject packages with significant shipping damage and contact Gunai with evidence (photos/videos) to resolve issues.
Model Exchanges/Order Modifications:

Model exchanges are available for e-bikes; new orders must be placed, and return products from the original order must follow the return policy.
Non-Refundable Items:

Replacement parts, accessories, special orders, used items (except in extreme cases), gift cards, and freebie orders are non-refundable.
Partner bike stores have their own return policies.
Refund Processing:

Refunds are processed within 2 days after the product is received and inspected at the warehouse.
If you don’t receive the refund after 2 days, contact your bank for further details.
Refunds may take longer to process in some cases.

Items returned with an order using a discount code will have the entire discount code value subtracted from the refund value. Refunds are made after receiving and inspecting the e-bike.