15-Day Return Policy
You have 15 days from the date of delivery to request a return. To qualify, items must be in the original condition—unworn, unused, with tags, and in their original packaging. A receipt or proof of purchase is also required.
How to Request a Return
Please email us at support@benfuto.com with the following information:
Your order number (e.g., GR5)
The item name and quantity for return
Reasons for the return
Attach clear photos or videos if the item is defective
Note: Ensure that photos or videos are focused and at an appropriate distance.
Shipping Costs
If the return is initiated by you, you will be responsible for the return shipping fees, which will depend on your chosen courier.
If the return is due to our error (e.g., damaged or incorrect items), we will cover the return shipping costs.
Return Process
Once your return request is accepted, we will provide a return shipping label and instructions:
Pack the items securely.
Email us the confirmation of your return.
Arrange for pickup with the courier.
Our warehouse will confirm receipt of the returned items.
We will inspect the items and either send a replacement or issue a refund within 1-3 business days.
Important Notes
Returns will not be approved under the following conditions:
1. Requests made after 15 days of receiptItems must not be assembled (for bikes/E-bikes)
2. Original packaging must be sealed and unopened
3. Customer is responsible for shipping costs both ways (original shipping cost will be deducted from the refund)
4. Up to a 25% restocking fee may apply
5. E-bikes and E-scooters registered in the buyer’s name are non-returnable
For any return questions, please contact us at support@benfuto.com.
| Order Status | Requirements | Refund Amount |
|---|---|---|
| Cancel orders within 48 hours (before dispatch) | Apply within 48 hours | 100% order amount |
| Cancel orders OVER 48 hours (before dispatch) |
– | 95% of the order amount (deduct 5% processing fee) |
| Dispatched but not signed (wrong address or other reasons) |
1. Reject the goods and return them immediately after receiving the goods. 2. Warehouse inspection and quality inspection pass |
70% of the order amount (deduct 10% return shipping fee + 15% restocking fee + 5% processing fee) |
| Dispatched but not signed | 1. Initiate a refund within 30 days of receipt of the goods. 2. RMA forms are approved by E-mail |
70% of the order amount (deduct 10% return shipping fee + 15% restocking fee + 5% order processing fee) |
| Delivered | 1. Initiate a refund within 30 days of receipt of the goods 2. The bike/Ebike is Unassembled, and the box is sealed and unopened 3. The package is sent and the photos are approved |
80% of the order amount (deduct 15% warehouse restocking fee + 5% order processing fee) Note: If a refund is caused by customer reasons, the customer will bear all shipping charges. |
Missing Parts or Accessories
If you receive an item with missing parts or accessories, please submit your request within 7 days of delivery (based on order tracking) by emailing support@benfuto.com. Include:
- A description of the missing parts
- Relevant photos or videos
We will review the provided evidence. If it is confirmed that parts are missing, we will initiate the reshipment process and notify you by email.
Important Notes
We will not approve requests under the following circumstances:
- The parts were not included as confirmed by our supplier.
- The package weight indicates that no parts are missing.
Exchanges
For exchanges, we accept requests within 15 days of delivery (based on order tracking). Please note:
- You are responsible for shipping the item back to our warehouse at your own cost and risk, including any associated shipping fees, taxes, and duties.
- After returning the item, please email the tracking number to support@benfuto.com.
We will arrange delivery of the new product within 1-3 business days, depending on stock availability.
In the meantime, If the tracking link on our website is not updated, you can also copy the tracking number and check it on 17track. Additionally, feel free to contact us for delivery updates.