EWheels EW-Rugged Electric Bicycle Warranty & Return Policy

RETURN POLICY

Returns – Order Placed, But Has Not Yet Been Shipped

If an order has been placed, but the bike, part or accessory has not been shipped, the item in question is subject to a 10% processing fee.  This policy also includes placed orders where a model, color or size is changed, unless waived in writing by EWheels.

Returns – Ordered Already Received

If an order has been placed and received, the bike, part or accessory in question is subject to a 25% restocking fee (and shipping fees both ways). The item in question must also be unopened, unused and in the original packaging. Please note all returned items must pass a return inspection and approval process before a refund will be processed. If the return inspection has failed, EWheels will contact you within three (3) business days of completing the return inspection.

Returns – Unapproved / Unauthorized Returns

If an order is returned to EWheels without previous written consent and an return authorization number, the attempted delivery will either be rejected by EWheels, accepted and held until shipping costs to return the item to you are received or an expenses paid return label is received. EWheels will make documented attempts to reach you about an unapproved or unauthorized return for a period of ten (10) business days. If EWheels is unable to get in contact with you via original order supplied contact methods within ten (10) business days, the item will be forfeited.

Non-Returnable Items

EWheels does not accept returns for any special orders, sale or gift items, clothing or batteries. If a non-returnable item is returned to EWheels without previous written consent and a return authorization number, the attempted delivery will either be rejected by EWheels, accepted and held until shipping costs to return the item to you are received or an expenses paid return label is received. EWheels will make documented attempts to reach you about an unapproved or unauthorized return for a period of ten (10) business days. If EWheels unable to get in contact with you via original order supplied contact methods within ten (10) business days, the item will be forfeited.

Returning an Item

​Standard Return Shipping

1. Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to ensure a credit.

2. Complete the return reason questionnaire and include it in the return package.

3. Before sending your return shipment, please remove all extra labels from the outside of the package.

4. Send the return package to the following address: 

   EWheels

   RETURNS DEPARTMENT

   750 E. Covey Lane, Suite 135

   Phoenix, AZ 85024

5. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.

6. It is recommended that you use UPS whenever possible for your return. Retain the return Tracking Number to monitor delivery status.

7. To receive a refund or credit, items must be returned within 10 days of original shipment date.

8. Credit for gift returns will be issued to the original purchaser.

​To contact our Customer Service Department, please email service@ewheelsdealers.com .

​Returning an Oversized Item

Items are considered to be oversized if they are heavier than 30 pounds. You will not be refunded shipping charges under any circumstances on Oversized Items that are returned . Please be aware that shipping charges can be quite expensive for Oversized Items. Follow these steps to return an Oversized Item:

1. If you have assembled the product, dissemble it before shipment using the original protective packaging materials.

2. Package the disassembled item(s) securely in original product packaging, whenever possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to insure a refund or credit.

3. Complete the return reason questionnaire that was included with your packing slip. Remove the mailing label portion and include the remainder of the slip in the return package.

4. Contact a Customer Service Specialist at  service@ewheelsdealers.com  for instructions on arranging a freight delivery pickup for your items. Please have your customer ID number located on your packing list available when you call.

5. You must be present at the location and time of pickup. All packaged item(s) must be at the front door for the freight driver.

6. To receive a refund or credit, items must be returned within 15 days of original shipment date.

7. Credit for gift returns will be issued to the original purchaser.

IMPORTANT If there is significant visible damage to the carton upon receipt, request that the driver note the damage and request a claim be filed with the carrier for damage. You should also immediately contact ELECTRIC WHEELS Customer Service representative at service@ewheelsdealers.com.

 

WARRANTY POLICY

Five Year Limited Warranty

Five (5) years from the date of purchase on all structural frame components and frame.

One Year Limited Warranty

One (1) Year from the date of purchase, if any part or component of the bike is found upon examination to be defective in material and/or workmanship, it will be replaced at EWheels’ discretion. Parts included are the battery, motor, throttle, controller, LCD display, wiring, derailleur, hardware, wheel hubs, rims, pedals, kickstand, handlebar components and any other parts mutually agreed to of failed due to a manufacturing defect or quality issue.

WARRANTY EXCEPTIONS AND EXCLUSIONS

Service and Labor Costs

Unless previously authorized, service calls and labor costs are NOT included or covered under any warranty. The purchaser is responsible for the delivery to the authorized repair facility. Satisfactory proof of purchase is always required for warranty service. Please contact EWheels directly for any assistance in locating a service provider or to make a warranty claim.

Consumable Items

Consumable items which may need replacing due to normal wear and tear like tires, tubes, lights, chains, upholstery and seating, brakes and brake pads, cables, fuses, buttons, shrouds and covers.

Damage, Accidental Damage and Misuse

Damaged caused by: battery fluid spillage or leakage, abuse, misuse, accident, negligence, improper operation, excessive loading, maintenance, storage, acts of God, commercial use, or use other than normal, extreme riding, modifications and alterations.

Second Hand Owners and Reselling

No warranty will be offered or honored for second hand owners. The warranty is exclusively offered to the original purchaser.

Initiating A Warranty Claim

To initiate a warranty claim, please contact EWheels' service department by calling 888-900-0057, or preferably by email at Service@EWheelsDealers.com. Note that before any warranty claims will be fulfilled, satisfactory proof of purchase will be required, and a photo or video of the damaged part must be sent and reviewed by EWheels.

Returning Faulty Parts

Do not return faulty parts to EWheels without prior consent. A request for a return authorization is required prior to returning items. All transportation costs and shipping damage incurred while submitting units and/or parts for repair or replacement are the responsibility of the original purchaser.

 

The above Warranty information is from EWheels. However, please refer to https://www.ewheelsdealers.com/manuals-warranties to ensure you are reviewing the latest version of the policy, in case there have been any recent changes.

All warranties are with the bike company/manufacturer, in this case, with E-Wheels, and not with Electric Bike Zone.

Please contact Electric Bike Zone to assist you with filing a Return.  The manufacturer can be contacted directly for a Warranty Claim.  Please register your electric bike with the manufacturer upon receipt of your e-bike.