Return & Refund Policy

EBike/Scooter Returns

PHILIAM accepts return requests for electric bikes and scooters within 30 days of delivery for eligible purchases made through our official European website.

This policy applies to customers in France, Germany, and Belgium.

Customers must contact PHILIAM before returning a product to obtain return instructions and the correct return address.

30-Day Return Policy

To qualify for a return under our voluntary 30-day return policy, the following conditions apply:

The product must be in brand-new, unused, undamaged condition and must not have been installed, modified, or disassembled.
Customers may be asked to provide photos of the product for return verification.
The product must be securely packaged, preferably in its original packaging, with all accessories, manuals, and included parts.
This voluntary return policy applies only to products purchased directly from the official PHILIAM European website.

EU 14-Day Right of Withdrawal

In accordance with applicable European Union consumer protection laws, customers generally have the right to withdraw from an online purchase within 14 days of receiving their order, without providing a reason.

To exercise this right, customers must notify PHILIAM of their decision to withdraw within the 14-day period.

Customers must return the goods within 14 days after notifying us of their withdrawal.

Customers may inspect and handle the product to the extent necessary to establish its nature, characteristics, and functioning. Any handling beyond what is necessary may result in a deduction for diminished value, where permitted by law.

The statutory right of withdrawal is separate from our voluntary 30-day return policy.

Important Return Information

Return Shipping Costs: For returns due to a change of mind or other non-quality-related reasons, customers are responsible for direct return shipping costs, provided these costs have been properly disclosed before purchase. The cost may vary depending on the product, shipping carrier, and destination.
Defective or Incorrect Products: If a product is defective, damaged upon delivery, or incorrect due to an error by PHILIAM, we will provide an appropriate remedy in accordance with applicable consumer protection laws, without charging the customer for legally required remedies.
Return Authorization: Please contact our customer service team before sending a return. We will provide the correct return address and shipping instructions. Do not send products to the sender address printed on the original shipping label.
Return Tracking: Customers should use a trackable shipping service and provide the tracking number when available.
Unauthorized Shipments: Cash-on-delivery return shipments may be refused. However, this does not affect customers' statutory consumer rights.

Return Contact Email: philiambike@gmail.com

Order Cancellation Before Shipment

If you change your mind after placing an order, please contact us as soon as possible.

Orders That Have Not Yet Shipped:

Orders may be canceled free of charge before shipment, provided the cancellation request can be processed before dispatch.

Orders are generally processed within 1–2 business days, so we recommend contacting us promptly.

Orders Already Shipped:

If your order has already been shipped, you may exercise your applicable return or statutory withdrawal rights after delivery.

To request an order cancellation, please contact:

Email: philiambike@gmail.com

Battery Returns

For battery purchases made online, customers retain their applicable 14-day statutory right of withdrawal, unless a lawful exception applies.
Under our voluntary return policy, additional returns of batteries may be restricted due to battery safety, transportation requirements, and product condition.
Batteries must be securely packaged and returned in accordance with applicable lithium battery transportation regulations.
If a battery is defective, damaged, or incorrect, PHILIAM will provide an appropriate remedy in accordance with applicable consumer protection laws.
Customers should contact our support team before returning any battery to obtain appropriate shipping instructions.

Accessory Returns

Please verify accessory model numbers and compatibility before purchasing.
Customers generally have the right to withdraw from eligible online accessory purchases within 14 days of delivery, in accordance with applicable EU consumer protection laws.
Under our voluntary return policy, additional returns may be accepted for unused accessories in their original condition.
If an accessory is defective or does not conform to the purchase contract, customers retain their statutory rights to appropriate remedies.
Customers should contact our support team and provide relevant order details and supporting photos when reporting a product issue.

Refund Processing

Once a return has been received and assessed, PHILIAM will process any refund due in accordance with applicable consumer protection laws.

For valid statutory withdrawals, refunds will be issued within 14 days of receiving the withdrawal notification. Where permitted by law, we may withhold the refund until we receive the returned goods or the customer provides evidence of having sent them back.

Refunds will be issued using the original payment method unless otherwise expressly agreed.

For statutory withdrawals, refunds include the original standard delivery charges, where applicable. Additional costs for premium delivery services selected by the customer are not refundable unless required by law.

Contact Us

If you have any questions about returns, cancellations, exchanges, or refunds, please contact our customer support team.