The warranty period begins based on the purchase invoice. If there is no purchase invoice available, your order receipt will be used. If this cannot be provided, the product activation date or the NIU system record date shall be used. For e-commerce orders, the start time of the warranty period is based on the delivery date of the product to the customer.

OUT OF WARRANTY

• Any damage which results from abuse, misuse, or neglect including but limited to, fire, collision, water damage, riding over obstacles, or theft.
• Any damage due to aging such as color shading or fading of painted surface, deterioration of plated surface, deterioration of rubber and plastics or rusting.
• Any product which has been re-modeled or modified.
• Spare parts out of the warranty period
• Cracking of the frame caused by excessive load.
• Water damage to electrical parts.
• Front wheel or motor deformation.
• Abrasion of plastic parts and/or brake parts.
• Torn or damaged stickers.
• Flat tires.

If you have any questions, please email us at  Global-Service@niu.com

Product purchased from NIU can be returned by the original purchaser within 30 days from the date the product was ordered. Any request after 30 days will not be honored. Please make sure to first contact us by email at Global-Service@niu.com.

• Items returned without authorization will not be accepted.
• Items must be returned within 30 days after you receive them.
• All items must be in excellent condition, unworn and undamaged, with tags, and in the original packaging. You’ll also need the receipt or proof of purchase.
• When returning or exchanging items, customers must use a shipping method providing tracking information.
• We accept change of mind return. Returns are eligible within 30 days upon receipt of the scooter, in addition to a maximum odometer reading of 10 miles or less. For any other return requests, you will have to cover the shipping cost yourself.

General Return Process

• Initiate a return: Please email us at Global-Service@niu.com with order number and your return reason. Our customer service staff will determine the eligibility for your return request within 24 business hours.
• Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
• Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge

• If the return is requested because of a mistake on our part (like shipping the incorrect product, quality problems, etc) we will provide a full refund.
• We DO accept Change of Mind returns and offer 30 day free return - that means we'll cover your return shipping costs! Returns are eligible within 30 days upon receipt of the scooter, in addition to a maximum odometer reading of 10 miles or less. For any other return requests, you will have to cover the shipping cost yourself.
• No restocking fee to be charged to the consumers for the return of a product.

Refunds(if applicable)

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days. If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at Global-Service@niu.com

Cancellation & Out of Policy Cases

An order may be canceled up until the item is shipped out. For shipped orders, if you do not need it anymore, please contact us to arrange a return. Email: Global-Service@niu.com. 

If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, NIU service team is still available to you, please contact Global-Service@niu.com for a better solution. If anything is unclear, or you have more questions, feel free to contact our customer support team.

Customer satisfaction is our top priority. Our logistics team is working to ensure your delivery arrives as soon as possible. Your patience and understanding are highly appreciated! Currently, we provide FREE shipping to the lower 48 states in the US (Except Hawaii, Alaska, and Puerto Rico). We do not ship to PO boxes or APO.

ORDER PROCESSING TIME

Order Processing Time is the time elapsed between when you place your order and when we hand over the order to the delivery service.

ORDER CANCELLATION

An order may be canceled up until the time item is shipped out. For shipped orders, please contact us to arrange a return.  Email: Global-Service@niu.com

DELIVERY TIME

Delivery time varies by location. You can check the tracking number through your carrier’s website for more information about your order delivery time. Please note that your tracking information may not be available through the system for up to 72 hours from the time the order is placed.

TRACKING PACKAGE

An email with tracking number will be sent to your email once the order has been shipped. Please note: Tracking information may take 48 to 72 hours to update and may take longer during weekends, events, or holidays.

With the tracking number provided, you can check the tracking number through the Carrier’s website for your order delivery time or through here: 

If you cannot track your package, please contact us directly.

Our price match policy allows customers to request a refund if they find a lower price for the same product on our online store within 30 days of purchase. 

To initiate the process, customers must provide a clear screenshot of the lower price. This screenshot should be sent to our NIU customer service team via email or through our online chat. 

Once our team verifies the information and confirms eligibility, we will arrange for the refund, which is typically processed within 3-5 business days. 

*Please note that the price match applies only to identical items available on our online store and excludes clearance and flash sales.