Return & Refund Policy

At KINDYMA, we want you to be completely satisfied with your e-bike purchase. We understand that purchasing an e-bike is a significant investment, and we've designed our return policy to give you confidence in your purchase. Please review this policy carefully before making your purchase.

Return Timeframe

Return Window: 14 calendar days from the delivery date

Start Date: The return period begins on the delivery date as confirmed by the shipping carrier

Important: Returns are not permitted after the 14-day period has elapsed. Please initiate your return request promptly if you are not satisfied with your purchase.

Return Procedures

To initiate a return, please follow these steps:

1. Contact Our Customer Service Team: Email us at support@kimdyma.com within 14 days of receiving your order

2. Obtain a Return Material Authorization (RMA) Number: An RMA number is required for all returns. Returns without an RMA number will not be accepted

3. Prepare Your Return: Pack the item securely according to our packaging requirements (see Original Packaging Requirements section)

4. Ship Your Return: Use a trackable shipping service and keep your tracking number

5. Refund Processing: Once we receive and inspect your return, refunds typically appear on your original payment method within 5-10 business days

Note: We do not accept Cash On Delivery (COD) payments for any orders or returns.

Return Shipping Costs & Responsibilities

Understanding who bears shipping costs is essential. Please review the following guidelines carefully:

Quality Issues / Defective Products

Shipping Responsibility: KINDYMA pays all return shipping costs

Process: We will provide a prepaid return shipping label

Restocking Fee: None - full refund or replacement at no cost

Change of Mind / Non-Quality Returns

Shipping Responsibility: Customer pays all return shipping costs

Recommendation: Use a trackable, insured shipping service. KINDYMA is not responsible for items lost or damaged during return transit

Restocking Fee: Applicable fees deducted from refund (see Return Fees table below)

Estimated Return Shipping Costs (Customer-Paid Returns)

The following are estimated shipping costs for customer-paid returns within Europe. Actual costs may vary based on your location and carrier:

Note: These are estimates only. We recommend obtaining quotes from multiple carriers (DHL, UPS, FedEx, etc.) before shipping.

Special Conditions: Batteries & Large Items

Due to shipping regulations and the nature of certain products, special conditions apply to batteries and large items.

E-Bike Battery Returns

Hazardous Materials Classification: Lithium-ion batteries are classified as hazardous materials (Dangerous Goods Class 9) and are subject to strict shipping regulations

Shipping Requirements

• Must be shipped via carriers certified to handle hazardous materials

• Battery must be packaged in UN-certified packaging or original KINDYMA battery packaging

• Battery charge level must be between 30% - 50% for safe transport

• Terminals must be protected and insulated to prevent short circuits

• Proper hazmat labeling is required (UN3481 or UN3480)

Condition Requirements

• No visible damage, swelling, or deformation

• No signs of liquid leakage or unusual odor

• Charge cycles: Less than 10 full charge cycles for full refund eligibility

• All original accessories (charger, keys, mounting hardware) must be included

Important: KINDYMA reserves the right to refuse battery returns that do not meet safety requirements. Damaged or improperly packaged batteries may be refused by shipping carriers and cannot be accepted for return.

Complete E-Bike Returns (Large Items)

Packaging Requirements

• Must be returned in original KINDYMA shipping box with all protective materials

• Handlebars must be properly secured in original position

• Pedals must be removed and packaged separately (if originally shipped this way)

• Battery must be removed and packaged separately per hazmat requirements

• All foam inserts, cardboard dividers, and corner protectors must be used

Shipping Considerations

• Due to size and weight (typically 30-40 kg packaged), freight shipping may be required

• Standard parcel carriers may not accept oversized packages

• We recommend scheduling a carrier pickup rather than drop-off

• Contact our support team for recommended freight carriers in your area

E-Bike Frame Returns

Frames require special packaging due to their size and susceptibility to damage:

• Must be returned in original packaging or equivalent protective packaging

• All openings (head tube, seat tube, bottom bracket) must be protected

• Frame must be wrapped in protective material to prevent scratches

• Dropout and derailleur hanger must be protected from bending

Original Packaging Requirements

Proper packaging is essential for protecting your return during transit and for receiving a full refund.

Required Packaging Standards

For Full Refund Eligibility

• Original KINDYMA shipping box in good condition (no major tears, holes, or structural damage)

• All original foam inserts and protective materials

• Original cardboard dividers and corner protectors

• Original plastic bags for small parts and accessories

• All items secured in their original positions within the box

If Original Packaging Is Unavailable

If you no longer have the original packaging, you may still return the item, but:

• An additional €50 packaging fee will be deducted from your refund

• You must use equivalent protective packaging to prevent damage

• Double-wall corrugated cardboard box is required

• Minimum 5 cm (2 inches) of padding on all sides

• KINDYMA is not responsible for damage caused by inadequate packaging

Product Condition & Usage Standards

To qualify for a full refund, your returned item must meet our condition standards. Products showing signs of excessive use or damage will be subject to deductions or may be refused.

Condition Grades & Refund Impact

Specific Inspection Points

Our inspection team evaluates the following areas:

Frame & Fork: Scratches, dents, paint chips, cracks, alignment issues

Wheels & Tires: Tire wear, sidewall damage, rim scratches, spoke tension, trueness

Drivetrain: Chain wear, cassette wear, derailleur alignment, pedal condition

Brakes: Pad wear, rotor condition, lever condition, cable/hose condition

Electrical Components: Display scratches, controller housing, wiring condition, connector integrity

Battery: Case condition, charge cycles, terminal condition, mounting points

Contact Points: Saddle wear, grip wear, handlebar tape/grips, pedal surface

Cleanliness: Mud, dirt, grease, debris, stains, odors (smoke, pet, chemical)

Usage Indicators We Check

• Odometer reading (must be visible and unaltered)

• Battery charge cycle count (accessible via diagnostic tools)

• Tire wear patterns and depth

• Brake pad thickness

• Chain stretch measurement

• General wear patterns consistent with claimed usage

Full Refund Eligibility

To qualify for a full refund with no restocking fee, all of the following conditions must be met:

• Contact KINDYMA within 14 calendar days of receiving your e-bike

• E-bike must be in like-new condition (Grade A or B): undamaged, free of wear, dirt, dust, and odors

• Odometer must show less than 10 miles (16 km)

• Return in original KINDYMA packaging with all foam, cardboard, and protective materials

• Include all original items: battery, charger, keys, tools, manual, and accessories

• Obtain proper authorization and RMA number from KINDYMA

• Any warranty issues must be resolved before processing a return

Return & Restocking Fees

For non-quality issue returns, the following restocking fees apply and will be deducted from your refund:

Exchange Policy

Exchange Fees & Timeframe

Fee Waiver for In-Person Exchanges

If you return the original model to our warehouse in person and pick up the new model from our warehouse in person, we will waive the €180 exchange fee. Contact customer service to arrange an in-person exchange.

Non-Returnable Items

The following items cannot be returned under any circumstances:

• Accessories (unless defective upon arrival)

• Products purchased from unauthorized resellers

• Items damaged by the customer

• Special orders or custom configurations

• Gift cards

• Giveaways or promotional free items

• Products that do not meet the return eligibility criteria (Grade F condition)

Quality Issues & Defective Products

If your e-bike or accessory arrives damaged or has a manufacturing defect:

6. Contact us immediately at support@kimdyma.com with photos and a description of the issue

7. Do not use the product if it appears damaged or defective

8. We will provide a prepaid return shipping label for quality-related returns

9. No restocking fees apply to defective or damaged products

Quality issue returns are eligible for a full refund or replacement at no additional cost to you.

Important Notes

• Returns are processed in the order they are received

• Refunds are issued to the original payment method only

• Partial returns are subject to the same fees and conditions

• KINDYMA reserves the right to refuse returns that do not meet our policy requirements

• This policy applies to orders shipped within Europe only

• Warranty issues must be addressed separately (see Warranty Policy)

Contact Us

If you have any questions about our return and refund policy, please contact our customer service team:

Email: support@kimdyma.com

We're here to help ensure your complete satisfaction with your KINDYMA e-bike!

Last Updated: January 2026