Return Policy
At NAKTO Factory Site: www.nakto.com, we aim to provide every single customer with the perfect product at the best price, as well as the greatest SERVICE experience.
Return Policy
Return due to quality issues:
To initiate a return, a customer should contact NAKTO customer service at support@nakto.com. Once the return request is approved, the customer should find a shipping company for themselves. NAKTO does not offer return labels. It is advisable to use a trackable shipping service for added security. Please note that we cannot guarantee receipt of the returned items. Customers are responsible for paying for the return shipping fee. There will be NO restocking fee applied in this scenario. The FULL refunds will be issued once we have received and inspected the e-bikes. A customer may NOT return any e-bike after six months of receipt of the e-bike.
Within 14 days:
A customer will get a full refund
More than 14 days:
14 days ~ 2 months: a customer will get a 80 % refund
3 ~ 4 months: a customer will get a 70 % refund
5 ~ 6 months: a customer will get a 60 % refund
Over 6 months: NO return and refund
*Please note that only regular priced items could be refunded. Sale items are NOT eligible for refund nor return.
A customer also has the option to choose a local shop to fix your e-bike if the customer prefers. NAKTO offers free parts and partial reimbursement for repairs up to a limit. However, before we make any payment, we require a repair quotation that must be agreed upon by NAKTO.
Returns due to non-quality issues within 14 days:
Returns due to non-quality issues are eligible within 14 days. Customers may return the merchandise subject to the return shipping fee and a restocking fee of twenty percent of the purchase price. Since we do not provide return labels, customers will have to find their own shipping companies. We recommend that customers use trackable shipping services for added security. Please note that we cannot guarantee receipt of the returned items. To return an e-bike that is not defective or damaged, please contact the customer service team within 14 days. We do not provide product return services after 14 days, as same as a refund.
Customers are always open to taking their bikes to our warehouse in CA if it works for them. A restocking fee of 20% of the purchase price will be deducted from their refunds.
Warranty range:
Original NAKTO parts and components covered by warranty can get one free replacement within 1-year limited warranty period with a flat shipping rate at $19 per shipment paid by customers, but components that are not covered by warranty will require both payments and shipping fees paid by customers. If customers repair the faulty bikes on their own within one-year warranty period, NAKTO will cover the repair cost agreed by us for only once.
Artificial damage will not be covered by one-year warranty.
The shortened battery range caused by long-term inactivity is considered improper maintenance and is not covered under the warranty.
To claim a warranty, please contact us at support@nakto.com with the following evidence:
- Proof of Order Confirmation with purchase date and order number;
- Email address and shipping information used in the placement of the order.
For more details about NAKTO’s warranty policy, customers can click Warranty Service for reference.
Return steps:
1.Take a photo or video to show the bike quality problems
2.Send those evidence to NAKTO service email at support@nakto.com with your order number and purchase time.
3.NAKTO service team will try their best to help you out.
Return contact Email: support@nakto.com
- For E-bikes:
Contact number: 425-686-0043
Recipient Name: Aston Nakto
Return address: 2026 E Santa Fe St, Olathe, KS 66062
All return must contact the original seller. If you bought from one of our online dealer, Ebay, Amazon, Walmart store, please contact the store seller.