Return & Refund Policy

RETURNS 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

For your item to qualify for a return, it must be unused, in its original packaging, and in the same condition as when you received it.

All returns are subject to a 15% restocking fee, and the purchaser is responsible for the cost of return shipping. 

To start a return, you can contact us at info@electricbikeexpress.com or call us at 1-888-464-7564. If your return is accepted, we will either schedule a pickup or send you a return shipping label, as well as instructions on how and where to send your package. Items will not be accepted if sent back without requesting a return. 

If you have any more return questions, please feel free to contact us at info@electricbikeexpress.com or call us at 1-888-464-7564. 

REFUNDS 

We will notify you once we’ve received and inspected your return and inform you if the refund has been approved. If approved, a refund will be issued to your original payment method, minus a 15% restocking fee and the cost of return shipping. Please allow up to 10 business days for your bank or credit card company to process and post the refund to your account. For any questions regarding your refund, please contact us at info@electricbikeexpress.com or call us at 1-888-464-7564.

CANCELLATIONS

Orders canceled more than 24 hours after being placed are subject to a 5% administration fee to cover administrative and personnel costs, provided the order has not yet shipped.

If the order has already shipped, the 5% administration fee will not apply. Instead, standard return procedures will be followed, including a 15% restocking fee and responsibility for return shipping costs. Refunds will be issued only to the original payment method used at the time of purchase.

DAMAGES & ISSUES 

Please inspect all packages for damaged or missing items before accepting your shipment. If any of the items are missing or appear to have any type of damage; Mark the Receipt Damaged and/or missing (write which items are missing, or damaged and describe the damage).

Only refuse the items that are damaged, keep and sign for the items that are in good condition and be sure to notate the items that are being refused for damages clearly on the delivery receipt. You must contact our Customer Service Department at info@electricbikeexpress.com to report which product(s) were missing and/or refused for damages and which product(s) were accepted at the time of delivery. After our Shipping Department receives confirmation from the Freight LTL Company we will promptly ship out the replacement product(s) to you.

Although Electric Bike Express is NOT responsible for shipping damage, if your item(s) do arrive damaged, please send photos to info@electricbikeexpress.com  and we can assist with filing a claim against the shipping carrier to cover the cost of damages.

Any damages or missing items have to be noted on the delivery receipt prior to signing for and accepting your shipment in order to file a claim. Do not let the delivery driver rush you. It is your right to inspect each and every item. 

EXCHANGES 

The most efficient way to ensure you get what you want is to return the item you have (see return process above), and once the return is accepted, make a separate purchase for the new item.