Check our User Manuals page for product instructions and operating information.

Visit our FAQ for answers to common product and service questions.

How Can We Help You？

E-bike FAQ

Q: How do I choose the right electric bike?

A: Choose according to riding purpose. City commuting usually requires efficient and comfortable models. Mountain riding requires stronger torque and durable components. Touring requires longer battery range.

Q: What products does INDIGO offer?

A: INDIGO provides electric bikes, Bafang conversion kits, lithium batteries, displays, controllers, replacement parts and accessories.

Bafang Conversion Kit FAQ

Q: What is a Bafang mid-drive conversion kit?

A: A Bafang mid-drive conversion kit transforms a traditional bicycle into an electric bike by replacing the bottom bracket system with a motor drive system.

Q: Is the Bafang kit compatible with my bicycle?

A: Compatibility depends on bottom bracket width, diameter and frame design.

Q: What bottom bracket sizes are supported?

A: 68mm kits fit 68-73mm bicycle bottom brackets. 100mm kits fit 80-100mm bottom brackets. 120mm kits fit 110-120mm bottom brackets.

Q: What information should I provide before buying?

A: Provide your bicycle model, bottom bracket width, bottom bracket diameter, required motor power and battery requirements.

Q: What is the difference between UART and CAN Bus?

A: UART provides flexible compatibility while CAN Bus is designed for newer communication systems. INDIGO provides both versions depending on configuration.

Battery FAQ

Q: What battery types does INDIGO provide?

A: INDIGO provides Hailong batteries, triangle batteries and customized battery solutions using 18650 and 21700 lithium cells.

Q: Are INDIGO batteries safe?

A: INDIGO batteries include BMS protection functions including over charging protection, over discharge protection, over current protection, short circuit protection and temperature protection.

Q: How long can an e-bike battery last?

A: Battery range depends on capacity, motor power, rider weight, speed, terrain and weather conditions.

Installation FAQ

Q: Can I install the conversion kit myself?

A: Customers with basic bicycle maintenance experience can install INDIGO conversion kits. Professional installation is recommended for customers without repair experience.

Troubleshooting FAQ

Q: Why is my Bafang motor not working?

A: Check battery power, display connection, brake sensor connection, motor cable and controller connection.

Q: Why is my battery not charging?

A: Check charger indicator, charging port, battery switch and cable connection.

Warranty FAQ

Q: What warranty does INDIGO provide?

A: INDIGO provides warranty coverage for non-human damage within the warranty period. Warranty periods vary by component.

Q: How do I request warranty service?

A: Provide order number, purchase platform, problem description and photos or videos. INDIGO will evaluate the issue and provide troubleshooting guidance or replacement parts.

Shipping FAQ

Q: How long does delivery take?

A: USA and Canada: 5-14 days. EU and UK: 3-7 days when products are available from local warehouses.

Q: Where does INDIGO ship from?

A: INDIGO supports warehouse shipping solutions in the United States, Europe, Australia, United Kingdom, Canada and China.

Review Shipping & Delivery and check your tracking information before contacting us about delivery status.

Part I. Website Copy — Shipping & Delivery Policy

Thank you for shopping with INDIGO. We aim to provide clear, reliable shipping information for e-bikes, conversion kits, batteries, motors, displays, accessories, and replacement parts. Delivery times may vary by product type, stock location, destination, carrier capacity, customs requirements, and local delivery conditions.

Effective Date: August 2026

1. Order Processing Time

· In-stock orders are normally prepared for shipment within 1–3 business days after payment is successfully confirmed.

· Orders placed on weekends or public holidays will normally begin processing on the next business day.

· For pre-order, customized, OEM/ODM, bulk, or temporarily out-of-stock items, the estimated dispatch date will be shown on the product page or confirmed separately before shipment.

· Orders containing multiple products may be split into more than one shipment when items are stored in different warehouses.

2. Warehouse & Shipping Origin

· INDIGO may ship from local warehouses in the United States, Europe, the United Kingdom, Canada, Australia, or from China, depending on inventory availability and the delivery address.

· The actual shipping origin may differ between SKUs in the same order. Where practical, local-stock items are prioritized to shorten delivery time and reduce cross-border handling.

3. Estimated Delivery Time

· Delivery estimates are calculated from the date the parcel is handed to the carrier, not from the date the order is placed.

· Typical delivery windows are shown below for reference. Exact timing depends on warehouse location, destination, carrier, product type, and local conditions.

· Delivery dates shown at checkout or in tracking information are estimates and are not guaranteed unless expressly stated otherwise.

4. Shipping Methods & Carriers

· Depending on the destination and product category, orders may be shipped by parcel carriers, local courier networks, postal services, truck delivery, or other qualified logistics providers.

· Large e-bikes, batteries, and oversized parcels may use a different carrier from small accessories. The carrier shown in the tracking record is the final reference after dispatch.

· We may change the carrier or service level when necessary to maintain safe and efficient delivery, provided the replacement service is reasonably comparable.

5. Shipping Fees

· Shipping fees, when applicable, are calculated according to product size and weight, warehouse origin, destination, and selected shipping method.

· Free-shipping promotions apply only to eligible products and eligible delivery areas shown on the website.

· Remote-area, island, military-address, PO Box, oversized-item, or special-handling fees may not be included in the standard shipping rate. If an additional charge is required before dispatch, we will contact the customer first.

6. Remote Areas & Address Restrictions

· Customers must provide a complete and accurate delivery address, including apartment/unit number, postcode, city, state/province, and reachable phone number where required by the carrier.

· Certain products, especially lithium batteries and oversized e-bikes, may not be deliverable to PO Boxes, APO/FPO addresses, islands, or certain remote locations.

· If the carrier identifies the destination as a remote or restricted area, additional time, additional shipping charges, or an alternative address may be required.

7. Tracking Information

· Once the order has shipped, tracking information will normally be sent by email or made available through the customer account/order page.

· Tracking may take 24–72 hours after dispatch to show the first carrier scan.

· For split shipments, customers may receive more than one tracking number.

8. Customs, Duties & Taxes

· For orders shipped across borders, customs duties, import taxes, VAT/GST, brokerage fees, or other government charges may apply depending on the destination and shipping arrangement.

· Unless the checkout page or product page expressly states that such charges are included, the customer is responsible for charges imposed by local customs or authorities.

· Customs clearance may cause delivery delays that are outside the direct control of INDIGO or the carrier.

9. Delivery Attempts & Failed Delivery

· Customers are responsible for monitoring tracking information and ensuring someone can receive the parcel when required.

· If delivery fails because of an incorrect/incomplete address, refusal, repeated unsuccessful delivery attempts, failure to collect the parcel, or inability to contact the recipient, any re-delivery, return, storage, or reshipment cost may be charged to the customer.

· If a parcel is returned to us, any refund will be handled according to our Return & Refund Policy after applicable shipping or return costs are assessed.

10. Package Inspection — Damage, Loss or Missing Items

· Please inspect the outer carton and product as soon as possible after delivery.

· If the package arrives visibly damaged, take clear photos or video of the carton, shipping label, internal packaging, damaged area, and the complete product before discarding any packaging.

· If an item is missing, damaged, or materially different from the order, contact our support team promptly and provide the order number, tracking number, photos/video, and a description of the issue.

· For carrier-related damage or loss claims, supporting evidence and claim deadlines may vary by carrier; keeping all packaging until the case is resolved is strongly recommended.

11. Delays Beyond Our Reasonable Control

· Delivery may be delayed by severe weather, natural disasters, strikes, carrier network disruption, peak-season congestion, customs inspection, public holidays, address verification, regulatory restrictions, or other circumstances beyond our reasonable control.

· When a meaningful delay occurs, we will assist with tracking and carrier follow-up where possible, but estimated delivery dates may need to be adjusted.

12. Order Changes & Cancellations Before Shipment

· If you need to change the delivery address or cancel an order, contact us as soon as possible.

· We cannot guarantee changes or cancellations after an order has entered warehouse processing or has been handed to the carrier.

· After dispatch, an address change, carrier interception, return-to-sender, or reshipment may incur additional charges.

13. Contact Us

· For shipping or delivery questions, please contact INDIGO Customer Support and include your order number and delivery postcode.

· Email:amy@indigoebike.com

· Website: indigoebike.com

· Support Hours: Chinese time: 9:00 - 18:00

Review Returns & Refunds before requesting a product return.

Returns & Refunds Policy

We want you to be satisfied with your INDIGO purchase. This Returns & Refunds Policy explains how returns, exchanges, refunds, cancellations, damaged deliveries, defective products, and missing or incorrect items are handled. Because e-bikes, lithium batteries, motors, conversion kits, and oversized products have different shipping and safety requirements, some return conditions vary by product category.

Effective Date: August 2026

1. Return Eligibility & Return Window

· To request a return, contact INDIGO Customer Support within 7 calendar days after confirmed delivery.

· The item must normally be in its original condition, with all accessories, manuals, tools, gifts, labels, protective materials, and original packaging included.

· Products showing excessive wear, modification, misuse, crash damage, water damage, improper installation, unauthorized repair, missing parts, or damage caused after delivery may not qualify for a standard return.

· Do not ship a return before receiving return instructions or a Return Merchandise Authorization (RMA), if applicable.

2. Change-of-Mind / Unwanted Item Returns

· If the product is not defective and the customer simply no longer wants it, the return must meet the eligibility requirements above.

· For eligible change-of-mind returns, the customer may be responsible for return shipping costs and any non-refundable shipping, handling, or carrier charges, subject to applicable law.

· If the returned item is used, incomplete, damaged, or cannot be resold as new, a deduction may be made from the refund to reflect the reduced value, where permitted by applicable law.

· Any restocking fee, if used by INDIGO, must be disclosed before the return is accepted. Current rule: [INSERT / CONFIRM RESTOCKING FEE OR 'NO RESTOCKING FEE'].

3. Defective, Damaged, Incorrect or Missing Items

· If an item arrives damaged, defective, materially different from the order, or missing essential parts, contact us promptly after delivery.

· Please provide the order number, tracking number, clear photos or video of the outer carton, shipping label, internal packaging, product condition, damaged or defective area, and any relevant error code or test result.

· Depending on the issue, we may provide troubleshooting, replacement parts, repair support, replacement product, partial refund, full refund, or another reasonable solution.

· For confirmed INDIGO or shipping errors, reasonable return or replacement shipping costs will be handled according to the approved resolution and applicable law.

4. E-Bikes & Oversized Products

· E-bikes and oversized items must be returned with appropriate protective packaging. Original packaging is strongly recommended because these products can be damaged during reverse transport.

· Before returning an e-bike, remove personal accessories and follow any battery, display, key, charger, or folding instructions provided by Customer Support.

· Damage caused by improper repacking or unauthorized disassembly during the return process may affect refund eligibility.

· Because oversized return freight can be expensive, do not arrange your own freight return unless INDIGO has approved the method in writing.

5. Lithium Battery Returns

· Lithium batteries are regulated goods and cannot always be returned through ordinary parcel services.

· Do not independently mail, air-ship, dismantle, puncture, open, modify, or dispose of a battery that is swollen, leaking, burned, physically damaged, abnormally hot, or otherwise unsafe.

· For battery-related return requests, contact Customer Support first and provide photos/video, battery model, voltage/capacity label, connector type, charger information, and a description of the issue.

· INDIGO will provide return, local disposal, inspection, replacement, or other instructions according to the battery condition, destination, carrier rules, and applicable safety requirements.

6. Conversion Kits, Motors, Displays & Electrical Parts

· Before installation, confirm product compatibility, connector type, voltage, protocol, size, and model.

· Installed electrical or mechanical components may have reduced return eligibility if installation leaves permanent marks, cut wires, damaged connectors, stripped threads, modified housings, or other signs that prevent resale as new.

· A product that is defective after correct installation may still qualify for warranty or defect support; installation alone does not remove rights that cannot legally be excluded.

· For BAFANG-compatible parts or kits, provide clear photos of connectors, model labels, display/error codes, and installation condition when requesting technical support or return authorization.

7. Non-Returnable or Restricted Items

· Items that are customized, made to order, specially configured, or clearly marked final sale may not be returnable for change-of-mind reasons, except where required by applicable law.

· Consumables, heavily used items, parts damaged by incorrect installation, modified electrical parts, or products missing serial labels may be ineligible for a standard return.

· Dangerous or damaged lithium batteries are subject to separate safety handling and must not be returned without written instructions.

8. Return Authorization & Return Address

· Contact Customer Support before returning any product. Approved returns may be directed to different warehouses depending on the product and delivery country.

· Do not return a product to the original sender address shown on the parcel unless Customer Support confirms that address in writing.

· Unauthorized returns, collect-on-delivery returns, or parcels sent to the wrong warehouse may be delayed, refused, or subject to additional costs.

9. Return Shipping Costs

· For approved returns caused by a confirmed product defect, wrong item, or INDIGO fulfillment error, return shipping responsibility will be determined as part of the approved solution.

· For eligible non-defective returns initiated by the customer, return shipping is normally the customer's responsibility unless otherwise required by applicable law or a promotion.

· Original shipping charges, expedited shipping charges, remote-area surcharges, customs charges, or special handling fees may be non-refundable where permitted by law and where the service has already been provided.

10. Refund Processing

· Once an authorized return is received, it will be inspected before the refund is approved.

· Approved refunds will normally be issued to the original payment method within 10 business days after inspection and approval.

· Banks, card issuers, PayPal, Shop Pay, or other payment providers may require additional time before the refund appears in the customer's account.

· If the return is incomplete, damaged, used beyond reasonable inspection, or missing accessories, the refund may be reduced where permitted by applicable law.

11. Exchanges & Replacement Parts

· For some technical issues, sending a replacement part may be faster and more practical than returning the complete product.

· If an exchange is approved, replacement shipment timing depends on stock availability, warehouse location, and the return status of the original item.

· Where a minor problem can reasonably be resolved through replacement parts or technical support, Customer Support may propose that solution first, without limiting rights that apply under mandatory consumer law.

12. Order Cancellation Before Shipment

· If you need to cancel an order, contact us as soon as possible.

· An order can usually be cancelled without return shipping only if it has not entered irreversible warehouse processing or been handed to the carrier.

· If the parcel has already shipped, the request will normally be handled as a return after delivery or carrier interception, and related shipping costs may apply.

13. Refused / Unclaimed Deliveries

· If a customer refuses delivery, fails to collect the parcel, provides an incorrect address, or causes repeated delivery failure without an approved cancellation, the parcel may be returned to the warehouse.

· Any refund will be processed after the returned parcel is received and inspected. Actual outbound, return, storage, remote-area, or carrier charges may be deducted where permitted by applicable law.

14. Chargebacks & Payment Disputes

· If you believe there is a problem with your order, please contact Customer Support first so we can investigate and offer an appropriate solution.

· Opening a payment dispute does not automatically cancel carrier, return, warranty, or evidence requirements. We may provide order, delivery, tracking, customer-service, and product evidence to the payment provider as part of the dispute process.

15. Contact Us

· For return, refund, cancellation, or product issue requests, please contact INDIGO Customer Support.

· Email: amy@indigoebike.com

· Website:indigoebike.com

·  Support Hours: Chinese time: 9:00 - 18:00

· When contacting us, include your order number, product model/SKU, delivery country, and a clear description of the request.

Review our Warranty Policy for eligible product defect and warranty information.

Warranty and Guarantee: 

The warranty for e-bikes is outlined below. If a non-human damage issue occurs within the warranty period, we will provide replacement parts free of charge.

After the warranty period, customers will be responsible for the cost of replacement parts and shipping fees. All e-bikes we sell are brand new and come equipped with original factory parts.

To help customers resolve accessory-related issues quickly, separately purchased accessories are sold at cost price. Therefore, except for Dead on Arrival (DOA) cases, these accessories are not covered under warranty.

Important Note: Second-hand e-bikes and modified e-bikes are excluded from warranty coverage.

Extended Warranty Service:  You can purchase an extended warranty service on our website. (Please note that the extended warranty must be purchased along with the product and cannot be bought separately.)

Warranty Coverage:

Item	Parts	Guarantee time	Service
Basic parts	Frame	12 months	Natural deformation, open welding, desoldering and fracture phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed.
	Front fork Components, Handlebars, Folding tubes, Saddle tubes	12 months	Self-modification and collision damage are not Warranty.
	Tire	1 months	If the tire is punctured by a sharp object, the warranty will not be given if there is a problem with the tire due to insufficient tire pressure, passing through a speed bump, a pit, etc. Only if there is a problem with the quality of the product received, it is within the scope of the warranty.
	Saddles, Plastic parts,Round disc brake rotor,Brake pads, Brake cable	3 months	There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed.
	Kickstand, Fenders, Rear racks, Pedals, Grips, Cranks, Chainrings, Front hubs, Rear hubs, Chains, Ringer Shifters, Rear derailleur, Rear derailleur protective cover, Flywheel, Shock absorber, Bell, Horn, Lifting Lug, Connecting Rod Piece	6 months
Electrics parts	Controllers, Chargers, Main/auxiliary cables, Display, Front and Rear brakes, Accelerators, Brake Levels, Pedal assistance Sensors	12 months	Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty.
	Headlights, Taillights	6 months
Motor parts	Motor	12 months	Coil phase loss, burning, magnetic steel demagnetization, falling off, wheel shaft deformation and other quality problems cannot be repaired) The warranty will not be given if the wheel hub is deformed due to insufficient tire pressure, speed bumps, pits, etc.
	Motor hall, Motor bearing	12 months	Hall wire burnt out, abnormal noise or rupture of bearing.
Battery	Battery box, Battery top cover, Battery bottom cover, Battery	12 months	It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%. (Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period) No warranty replacement service will be provided for water or man-made damage.

 

Conditions That Do NOT Qualify for Warranty:

1. Damage or malfunction resulting from failure to follow the instructions for use, maintenance, or adjustment outlined in the Instruction Manual.

2. Issues caused by unauthorized disassembly, repair, or modification by the user, or non-compliance with the prescribed usage guidelines.

Damage caused by improper use, inadequate storage, or accidents.

Repair costs incurred at unauthorized repair shops without prior approval.

3. Minor scratches or damage to the outer packaging during logistics or transportation of accessories are not covered under warranty.

Items returned without prior written approval from us will not be accepted or refunded. Please contact us to obtain written consent before sending back any items.

4. Consumable parts, such as tires, saddles, plastic components, brakes, brake rotors, brake pads, brake lines, surface scratches, and similar items, are excluded from warranty coverage.

How to Apply for Warranty?

Step 1: Capture a photo or short video clearly showing the issue.

Step 2: Email a brief description of the problem along with the photos or videos, your order number, and the platform of purchase to amy@indigoebike.com.

Step 3: Our team will assess the issue. If the problem is evident, we will provide a solution promptly.

Step 4: For issues requiring further investigation, we will provide troubleshooting instructions. You’ll need to perform diagnostics as per our guidance and share corresponding photos or videos. Once received, we will offer a resolution.

Step 5: After verifying your order details and delivery address, we will ship the necessary replacement parts.