Refund policy

With our simple returns process, you can shop online worry-free.

If something doesn’t work out, you can send most items back within 15 days of delivery.

1.Start the return process within 15 days of receiving your item.

2.If you received incorrect, damaged or faulty goods, please send us an email and attach clear photos of the items that verify a quality issue first.

3.We will refund the cost of the merchandise and shipping charges if the return is a result of our error or defective product.Please follow the instructions that are provided by our customer service team.

4.To be eligible for a return, your ebike must be not defective or damaged and ebike must have less than ten miles on the odometer，be free of any wear and tear, dirt, dust, or any other signs of use and must be original packaging and condition that you receive it and must include all items that were inside the box.

HOW TO INITIATE A RETURN

1.Go to our website,sign in your account to find “My Orders” and choose the order you need return.

2.Contact our customer service by email service@epcyclingbike.com or chat with us online with order information and clear product photo, indicate the reason, condition, resolution.

3.We will reply as soon as possible for your inquiry, requirment or the complaints.

4.If it goes with the return process, please print the return label and securely tape it on the outside of your return package.

5.Arrange your return package with your local post office and we will process your refunds/exchange as soon as we received the return.

IMPORTANT: Email your full name, tracking number, order number (very important) to our email address. Returns cannot be processed without this information.

NOTE：In case you are not able to print out the RMA form, as an alternative option, please attach a paper inside the return parcel with your order information (your order number and email address are mandatory), your requirements for return or exchange, and other comments, if there are any, on the paper.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 

If you are approved, your refund will be processed, and a credit will be automatically applied to your credit card or original method of payment, usually within 3-5 business days.

Please note that the prepaid return label is only offered on orders shipped in USA because of below listed reason. For all other returns, customers need to pay for the cost of shipment, we will deduct it from the refund amount.

 

1.The following items can be returned, refunded or exchanged: ①Incorrect item ② Defective when it arrives ③Defective within guarantee period(60 days for quality reason-non customer caused).

 

2.The following items cannot be returned, refunded or exchanged : ① Items On Clearance, ②Items damaged by customer ③Customized Items ④Size mismatch or any other subjective reason(please read our product page carefully before order).

 

3.Items must be returned undamaged with all original parts packed. We do not accept a returned item that's damaged, incomplete or altered in any way.

 

4.Please print out the RMA packing slip and enclose it in the return package, or any delayed we will be out of responsibility.

 

FAQS

 

Can I cancel my order?

 

Unfortunately, we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may like it. To cancel your orders that have not been shipped out, please contact our on-line customer service team or via service@epcyclingbike.com

 

When do I need return to get the refund and do I have to pay for return shipping?

You only need return the incorrect item to get the refund and we will provide a prepaid return label for free. And you need to postmarked and return the package within 30 days from the purchase date.

 

Please send us an email and attach clear photos of the incorrect, damaged goods that verify a quality issue first. Please follow the instructions that are provided by our customer service team. Generally you don’t need to return the damaged item, we will provide you the refund directly.

 

How much will be refunded to me?

Please kindly noted that the refund for the item will be based on the actual price you paid to us. The actual price will be affected by the discount or promotion, coupon code, points and so on you have applied at the time when you purchased.

 

When will my refunds back?

For a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.

 

When will the exchanged items be shipped out?

For exchange, the new items will be processed within 3 business days of receipt of your item(s). And for the estimated shipping time, please refer to the shipping time for the normal orders.

 

I need to return or exchange, but it's been over 30 days. What should I do?

Generally we do not accept the return or exchange that overdue. So please unwrap the box as soon as you received to check the quality.

 

Where can I return the item?

 

We do not accept returned items that were sent back by you directly without checking with us firstly.

 

Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.

 

Return Address:

 

The return address of different products is different. We will give you the corresponding return address according to the items you buy.Please make sure that you will return the package to our agreed return address.

 

Will you charge a return or refund handling fee for the return or exchange?

No, there is no return handling fee.