Returns, Exchanges & Cancellations
Dyad has a risk-free purchasing policy. If our products don’t live up to your expectations, we’ll take them back. You have 14 days to return or exchange products from the date you received it.
If you live near one of our stores, you can always test our bikes or scooters through free trials for up to three days before buying.
Product Specific Return and Exchange
1. RETURN CONDITIONS – BRAND-NEW, UNUSED, AND UNOPENED IN ORIGINAL PACKAGING
- Must be in original sealed packaging, unopened and unused
- Must include the original receipt, all accessories, and documentation
- Must be made within 14 days of receipt of product
- Refunds will be made in the same way as the original payment method minus both ways shipping or delivery fees (if applicable) plus 3% credit card fees. Any products returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one product or multiple products.
- Once the inspection is complete, a refund will be issued within 3 days.
2. RETURN CONDITIONS – UNDER 10 KM DISPLAYED ODOMETER
- Must have under 10 km displayed odometer
- Must be in original packaging and unused
- Must include the original receipt, all accessories, and documentation
- Must be made within 14 days of receipt of product
- Refunds will be made in the same way as the original payment method minus 2-way shipping fees (if applicable) plus an 8% restocking fee. Any products returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one product or multiple products.
- Once the inspection is complete, a refund will be issued within 3 days.
3. RETURN CONDITIONS – 10 TO 200 KM DISPLAYED ODOMETER
- Must be in original packaging, undamaged and resalable
- Must include the original receipt, all accessories, and documentation
- Must be made within 14 days of receipt of product
- Refunds will be made in the same way as the original payment method minus 2-way shipping or delivery fees (if applicable) plus 15% restocking fee. Any products returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one product or multiple products.
- Once the inspection is complete, a refund will be issued within 3 days.
4. RETURN CONDITIONS – OVER 200 KM DISPLAYED ODOMETER
- A return is not possible except in EXTREME cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.
5. DEMO, OPEN BOX, REFURBISHED PRODUCTS
- Must include the original receipt, all accessories, packaging, and documentation
- Must be made within 14 days of receipt of product
- In-Store Purchase. Refunds will be made in the same way as the original payment method. Twenty-five percent (25%) restocking fee will be deducted from the refund. Any products returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one product or multiple products.
- Online Purchase. Refunds will be made in the same way as the original payment method minus 2-way shipping fees plus a 25% restocking fee. Any products returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one product or multiple products.
- Once the inspection is complete, a refund will be issued within 3 days.
- Must be in original packaging and unused
- Must include the original receipt, all accessories, and documentation
- Must be made within 14 days of receipt of product
- Refund will be made in the same way as the original payment method minus 2-way shipping or delivery fees (if applicable) plus 3% credit card fees. Any product returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one product or multiple products.
- Once the inspection is complete, a refund will be issued within 3 business days.
- Must be in original packaging, unused, and resalable
- Must include the original receipt, all accessories, and documentation
- Must be made within 14 days of receipt of product
- Refunds will be made in the same way as the original payment method minus 2-way shipping or delivery fees (if applicable) plus 3% credit card fees. Any products returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one product or multiple products .
- A full refund will be issued within 3 days.
- Clearance products
- Gift cards
- Custom products and special orders
- Products labeled “Non-Returnable” on the sale page
- Individual products purchased at a discounted rate as part of a bundle
- Vehicles that legally qualify as motor vehicles and require license to drive (ex. M-Series, N-Series, etc.)
If the product you ordered is in stock, your order will be shipped out as fast as possible.
Canceling or modifying an order without paying fees any time after it has shipped or delivered is not possible. If possible, refuse the shipment when the courier service attempts delivery. This will reroute the package back to our facilities. If this is not possible and the order must be delivered, please mention that to our Support Service and make sure to not unpack or use the product. When the product is returned, received, and inspected by our team, the round trip shipping fees + credit card processing fee of 3% will be deducted from your refund and the balance will be credited back to your original method of payment.
Dyad-Branded/NIU-Branded Products
If you discover what you believe is a product defect for any Dyad-branded product or NIU-branded product, please contact our Technical Support. Our team will assist you with any problems you may encounter with a product. If the product is defective, we’ll see if it needs repair or replacement. If the product needs to be replaced, we’ll send you return instructions.
Defects, if any, are covered under the terms of your product's warranty. Please refer to our warranty information and other supporting documentation that came with your product.
Third-Party Products
If you discover what you believe is a product defect for any third-party product, please contact the manufacturer directly for information regarding the manufacturer's warranty. Our warranty does not apply to products that are not Dyad-branded or NIU-branded, even if packaged or sold with Dyad or NIU products.
Shipping Fees
We will cover the return shipping costs of defective items within 14 days of your delivery date. After this time, you will be responsible for return shipping costs. We suggest that you carefully inspect your product and use it as often as possible during the first 14 days.
Returning Defective Products
If you bought the defective product online, you can:
A – Return the product by mail (only online orders mailed to your home are eligible). If you wish to return an eligible product by mail, please submit a return request. Our customer service will be happy to assist you. Once your request has been validated, you will receive our return instructions.
B – Use our on-demand pick-up service, if it is available in your city.
C – Return the product to any of our stores.
If you bought the product online with pickup in-store or local delivery option, you can:
A – Return the product to any of our stores.
B – Use our on-demand pick-up service, if it is available in your city.
If you bought the item in-store:
You can return the product to the store where you bought it. Refunds are issued based on the original payment method you used at time of purchase.
What to bring in-store
- Original receipt
- Debit or credit card used for initial payment (if applicable)
- The product to return, meeting the requirements of its individual return policy
Shipping Fees
If a product is incorrect and is reported to our Customer Support within 14 days of delivery, we will cover the return shipping costs. You will be responsible for return shipping fees beyond the 14 days.
If you bought your product online:
You can take it to one of our stores for an exchange. Product exchanges are subject to in-store product availability. It's a good idea to check in-stock availability by calling us, or by checking the product on our website to see if the product is available for local pick up. Personalized products and special orders are not eligible for exchange.
If you bought your product in-store:
You can only return the product to the Dyad store where you bought it. Refunds are issued to the original payment method you used at the time of your purchase.
We do not accept exchanges by mail. You can purchase a replacement product online and return the original for a refund. Please note that you will have to pay for the round-trip shipping costs +3% credit card fees, unless you are returning the product to us within the 14-day return period because it is damaged, defective, or incorrect.
The Return Policy we offer on our products is only valid if the product is originally purchased from us or a reseller authorized by our company.
If you bought the item online, you can either:
A – Return the item by mail (only online orders mailed to your home are eligible). If you wish to return an eligible item by mail, please submit us your return request. Our customer service will be happy to assist you. Once your request has been validated, you will receive the shipping label and return instructions.
B – Use our on-demand pick-up service, if it is available in your city.
C – Return the item to the store where you bought it. Your refund will be processed at that time after the item has been inspected by us. Your refund will be issued to your original payment method.
If you bought the product in one of our stores:
You can return the item to the store where you bought it. Refunds are issued to the original payment method you used at the time of purchase.
Note: If the 14-day return period has ended or if the product does not comply with the return policy or fails inspection, it cannot be returned.
Required for in-store returns:
- Original receipt
- Debit or Credit card used for the purchase
- Product meeting the requirements of its individual return policy
Specifics on Returns, Exchanges, and Cancellations
- Refunds will be issued via the original payment method.
- Credit and Debit refunds will be issued to the card.
- Bank account payments will be deposited back into the account.
- Paypal refunds will be refunded directly to the account.
- Cash transactions will be reimbursed cash. Refunds over 200$ will be sent via e-transfer.
- Affirm refunds will be credited to your account. If you have already made monthly payments, those will be refunded to you by Affirm.
Note: Bulk purchases and special orders cannot be refunded. One refund per customer is allowed as per our refund policy.
Once the inspection is complete, a refund will immediately be issued via the original payment method.
Shipping/Carriers Services
Online purchases will be refunded within 3 business days of inspection. Refund confirmation will be sent.
Returns Through our Pickup Service
A- If the original purchase was made online, once we receive and inspect your item, we’ll initiate your refund within 3 business days. We’ll send you a refund confirmation.
B- If the original purchase was made in-store, once we receive and inspect your item, you’ll be invited to the store where the original purchase took place. A refund will be issued via the original payment method.
Note: A refund for a returned item will not usually post to your credit card account instantly. It can take up to 15 business days before a refunded purchase will appear on your credit card, bank or Paypal statement. We recommend contacting Paypal or your bank/credit card company with any questions.
Credit notes are given in the form of gift cards.
If any parts, accessories, or documentation is missing, we will contact you and you will have 10 days to send them to us at your expense. If we don’t receive the item(s) within this period, the value of the missing items will be deducted from your refund.