Defective Products

Dyad-Branded/NIU-Branded Products

If you discover what you believe is a product defect for any Dyad-branded product or NIU-branded product, please contact our Technical Support. Our team will assist you with any problems you may encounter with a product. If the product is defective, we’ll see if it needs repair or replacement. If the product needs to be replaced, we’ll send you return instructions.

 

Defects, if any, are covered under the terms of your product's warranty. Please refer to our warranty information and other supporting documentation that came with your product.

 

Third-Party Products

If you discover what you believe is a product defect for any third-party product, please contact the manufacturer directly for information regarding the manufacturer's warranty. Our warranty does not apply to products that are not Dyad-branded or NIU-branded, even if packaged or sold with Dyad or NIU products.

 

Shipping Fees

We will cover the return shipping costs of defective items within 14 days of your delivery date. After this time, you will be responsible for return shipping costs. We suggest that you carefully inspect your product and use it as often as possible during the first 14 days.

 

Returning Defective Products

If you bought the defective product online, you can:

A – Return the product by mail (only online orders mailed to your home are eligible). If you wish to return an eligible product by mail, please submit a return request. Our customer service will be happy to assist you. Once your request has been validated, you will receive our return instructions.

B – Use our on-demand pick-up service, if it is available in your city.

C – Return the product to any of our stores.

 

If you bought the product online with pickup in-store or local delivery option, you can:

A – Return the product to any of our stores.

B – Use our on-demand pick-up service, if it is available in your city.

 

If you bought the item in-store:

You can return the product to the store where you bought it. Refunds are issued based on the original payment method you used at time of purchase.

 

What to bring in-store

• Original receipt
• Debit or credit card used for initial payment (if applicable)
• The product to return, meeting the requirements of its individual return policy