Returns at a Glance

  • 7-Day Return Request

    Contact INDIGO Customer Support within 7 calendar days after confirmed delivery to request an eligible return.

  • Contact Us First

    Please contact Customer Support before returning any product. Do not ship a return until you receive return instructions or authorization.

  • ColumnRefund After Inspection

    Authorized returns are inspected after arrival. Approved refunds are normally issued to the original payment method within 10 business days after inspection and approval.

  • Special Product Handling

    E-bikes, oversized products and lithium batteries may require special return, packaging or transportation instructions.

How to Request a Return

  • Contact Customer Support

    Contact us before returning any product and explain the reason for your return or product issue.

  • Provide Order & Product Information

    Provide your order number, product model/SKU, delivery country and a clear description of the issue.

  • Provide Photos or Videos

    For damaged, defective, incorrect or missing items, provide clear photos or videos of the packaging, shipping label, product and affected area.

  • Receive Return Instructions

    If a return is approved, our support team will provide return instructions, the appropriate warehouse information and an RMA/return authorization where applicable.

  • Inspection & Refund

    Once the authorized return is received, it will be inspected. Approved refunds will then be issued according to the applicable refund terms.

Return Eligibility

What items are eligible for return?

Eligible returns must normally be in their original condition and include all accessories, manuals, tools, gifts, labels, protective materials and original packaging.

Please contact INDIGO Customer Support within 7 calendar days after confirmed delivery to request a return.

What may affect return eligibility?

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.

Can I return a product without contacting INDIGO?

No. Please contact Customer Support before returning any product. Do not ship a return before receiving return instructions or a Return Merchandise Authorization (RMA), if applicable.

Choose Your Situation

  • Change-of-Mind Returns

    For eligible non-defective returns, return shipping may be the customer's responsibility. Items should meet the applicable return eligibility requirements

  • Damaged, Defective or Incorrect Items

    Contact us promptly and provide your order information, photos or videos. Depending on the issue, we may offer troubleshooting, replacement parts, repair support, replacement, partial refund or refund.

  • E-Bikes &Oversized Products

    E-bikes and oversized items require appropriate protective packaging. Do not arrange your own return freight unless INDIGO approves the method in writing.

  • Lithium Batteries

    Lithium batteries require special handling. Do not independently ship, dismantle or dispose of a damaged or unsafe battery. Contact Customer Support first.

  • Motors, Conversion Kits & Electrical Parts

    Before installation, confirm compatibility, voltage, protocol, connector type, size and model. Installation damage or modification may affect return eligibility.

Important: Lithium Battery Returns

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

If a battery is swollen, leaking, burned, physically damaged, abnormally hot or otherwise unsafe, do not mail, air-ship, dismantle, puncture, open, modify or dispose of it without instructions.

Contact INDIGO Customer Support first and provide the battery model, voltage/capacity label, connector type, charger information, photos/videos and a description of the issue.

Return Shipping & Refunds

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 or parcels sent to the wrong warehouse may be delayed, refused or subject to additional costs.

Who Pays for Return Shipping?

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.

When Will I Receive My Refund?

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.

Your bank or payment provider may require additional time before the refund appears in your account.

Can My Refund Be Reduced?

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

Exchanges & Replacement Parts

For some technical issues, replacement parts may be faster and more practical than returning the complete product.

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

Need to Cancel an Order?

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.

Contact Support

Additional Return Information

Refused or 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. Applicable outbound, return, storage, remote-area or carrier charges may be deducted where permitted by law.

Payment Disputes & Chargebacks

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

Opening a payment dispute does not automatically cancel applicable carrier, return, warranty or evidence requirements.

Returns & Refunds FAQ

How long do I have to request a return?

Contact Customer Support within 7 calendar days after confirmed delivery.

Can I return an item without contacting you?

No. Please obtain return instructions before sending any product back.

Who pays return shipping?

It depends on the reason for return. Eligible customer-choice returns are normally customer-paid; confirmed product/fulfillment issues are handled according to the approved resolution.

Can I return a lithium battery?

Battery returns require prior authorization and special handling instructions.

When will my refund be processed?

Approved refunds are normally issued within 10 business days after inspection and approval.

Can I return an installed motor or electrical part?

Eligibility depends on product condition, installation evidence and the cause of the issue.

Need Help With a Return?

Contact INDIGO Customer Support before returning any product. To help us process your request faster, please include your order number, product model/SKU, delivery country and a clear description of the issue.

Email: amy@indigoebike.com
Support Hours: 9:00–18:00 China Time

Contact Customer Support