Damages & Returns
Our goal is to make sure you are 100% satisfied with your order.
If for any reason you are unsatisfied with your order, please let us know, and we will do our best to ensure your satisfaction.
Our return policy matches the return policy of the manufacturer of each of our products.
Each manufacturer has a different timeline for returns. Some have a 30-day return policy, and others are as short as 7 days. Some don't accept returns at all because they custom build each product that is shipped.
Please refer to our Manufacturer Returns & Warranty Policies page for details on each manufacturer's policies.
If you are unsatisfied with your order, email us at support@ElectricBikeZone.com to notify us that you want to return your product. We will respond to your email and will provide an RMA (Return Merchandise Authorization) and the address to ship the product back to. You can take the product to your local UPS or FedEx store to ship it out. A tracking number must be provided to Electric Bike Zone when returning a product.
The customer is responsible for all return shipping costs, including insurance (if selected), as well as a restocking fee. Up to a 30% restocking fee will be deducted from your return at the manufacturer's discretion, based on the item purchased.
As soon as the return is processed and approved by our supplier, a refund will be issued to the credit card or account originally used for payment.
*IMPORTANT: Some of our manufacturers don't accept returns per their own policies. If the manufacturer does not accept returns for their products, then we cannot accept returns for those products, either. Refer to our Manufacturer Returns & Warranty Policies page for details on each manufacturer's policies.
BRAND NEW CONDITION POLICY
All products returned must be in new, re-sellable condition, with no visible defects. All items must be shipped back in their original packaging.
SHIPPING DAMAGE & DEFECTIVE PRODUCT POLICY
Our electric bikes are carefully packaged to prevent damage during the shipping process. However, occasionally there can be an issue, and shipping damage can occur with all shipping carriers.
- Please inspect the packaging of your item(s) when they arrive.
- Please Note: If the item is damaged, you can sign for it as Damaged and we can then file a claim with FedEx/UPS right away on your behalf and have the item replaced. If there is damage but you sign for it as Not Damaged, then you will need to send information and photos showing the damage so that we can work to file a claim with FedEx/UPS. You can send photos to support@ElectricBikeZone.com and we will process an insurance claim on your behalf.
Electric Bike Zone does not pay or reimburse any labor costs undertaken by the customer under any circumstances.
If you believe that an item has arrived damaged or with a defect, contact us at support@ElectricBikeZone.com and send a picture and description of the damage and we will happily file a warranty claim with the manufacturer on your behalf. This must be done within 10 days of receiving your electric bike. We will not be able to ship you replacements if you send us photos after 10 days of receiving your electric bike. Replacement parts orders typically take between 1 to 3 weeks to fulfill.
- We do not issue refunds/returns because of defective batteries. The bike warranty will cover the battery, and a new battery can be shipped to you once we are provided with proof that the battery is defective. See the Defective Battery Policy below.
- We do not issue refunds/returns for minor cosmetic blemishes. The cost of returning an electric bike and shipping out a new one would be rather expensive. Instead, replacement parts and/or paint can be shipped to you to address any concern or problem.
DEFECTIVE BATTERY POLICY
Sometimes shipping carriers can damage the box during shipping. This can lead to the battery becoming damaged and not working. If you believe your battery to be faulty, you will need to provide us with proof.
To do this you can take your battery to a Batteries Plus store or use a voltmeter at home to test the battery and send us a picture of the reading on the voltmeter. Once you send us a photo of the reading showing the voltage is low, we can have a shipping label sent to you to return the battery. Once the defective battery is received, we will have a new battery shipped out to you as soon as possible.
CANCELLATIONS, REFUNDS, & BACKORDERS
If you have any questions or would like to initiate a return, alert us about damage or defects, or ask us any other questions, please contact us.