All the ebikes, batteries, and accessories shipped to our customers are brand new factory sealed boxes unless explicitly stated in the product description or purchased on location from a demo session. We will never sell any open-box, refurbished or returned ebikes or any other ebike component as new product.
Before you return your product, please contact our support department for assistance. We can likely provide helpful suggestions to correct any issues you may have but should we need to proceed with a return a simple step by step procedure will be provided based on the product being returned.
Order Cancellation: Any unshipped orders (including pre-orders but excluding custom orders) can be cancelled at any time prior to shipment for a full refund. Refunds will be returned to the method of payment used for the order. If an order was partially fulfilled, then any unshipped portion of the order will be eligible for free cancellation with a full refund.
Returns of Unused Ebikes and Components: Unused ebikes and batteries are eligible for a refund within 7 days starting from the day you receive your ebike. They must be returned unused in the original box. Feight cost to return the ebike to us is at the client expense. Returning an open box ebike, battery or accessory is subject to a 15% restocking fee.
You are required to return your product in the same condition it was received and packed in its original packaging.Product is subject to inspection upon delivery and if deemed unsellable, or not in it’s original condition, and packaged in the same method, it will be sent back at the customers expense.
If packaging is dammaged upon arrival, please take photos and videos from as many angles as necessary to fully show the damage of the packaging and send us the photos and videos for review and guidance on how to proceed. If the box arrives damaged, do not open the box until we have advised you that is is OK to do so.
You have 7 days to return any unused product purchased on our website. Refund is processed once we inspect returned product.
How long does it take for my return to be processed?
Refunds for validated and inspected returns are processed within 5-10 business days of receiving the return.
Where do I send my return?
The appropriate information will be sent to you by email if you are looking to return a component or an ebike.
What if my order arrives damaged, or there is a fault?
Our team works diligently to make sure this never happens and the manufacturing facilities we use have stringent quality control systems in place as well as appropriate certifications and testing guidelines in place. If you do receive damaged goods, or have a unit with a serious and obvious manufacturing defect, please contact us here.