At EBikes US, customer satisfaction is our top priority. We understand that sometimes a purchase may not meet your expectations. To provide you with peace of mind, we offer a 10-day refund policy under the following conditions:
Eligibility for Refund:
- Time Frame: You may request a refund within 10 days of receiving your e-bike.
- Condition of the E-Bike: The e-bike must be in its original, unused condition, free from any damage, wear, or modifications. It should be returned in its original packaging with all included accessories and documentation.
- Return Cost: A restocking fee of 20% of the purchase price will be deducted from your refund to cover return processing and inspection costs. The customer is responsible for all shipping costs associated with returning the e-bike.
How to Request a Refund:
- Contact Us: To initiate a refund, please contact our customer support team at sales@ebike-us.com within 10 days of receiving your e-bike. Please provide your order number, proof of purchase, and a brief explanation for the return.
- Receive Return Instructions: Our team will provide you with detailed return instructions, including the return shipping address and any necessary documentation.
- Return Shipping: Securely package the e-bike in its original packaging and ship it to the provided address. We recommend using a trackable shipping method to ensure the safe return of the e-bike.
Processing the Refund:
- Inspection: Once we receive the returned e-bike, our team will inspect it to ensure it meets the eligibility criteria.
- Refund Issuance: If the e-bike passes inspection, we will issue a refund to your original payment method, minus the 20% restocking fee, within 3 business days of receiving the returned item.
Non-Refundable Items:
- Final Sale Items: Certain items, such as batteries, accessories, or custom orders, are final sale and are not eligible for a refund.
- Damaged or Modified E-Bikes: E-bikes that are returned in a damaged or modified condition will not qualify for a refund.
Additional Information:
- Exchanges: If you wish to exchange your e-bike for a different model, please contact our customer support team for assistance. Exchanges may be subject to availability and additional costs.
- Refund Exceptions: If you receive a defective or damaged e-bike, please contact us immediately so we can assist you with a replacement or refund without any additional charges.
By purchasing from EBikes US, you agree to the terms of this refund policy. We appreciate your understanding and cooperation.
If you have any questions or need further assistance, please don’t hesitate to contact our customer support team.