Request a Return

Cancel or Return From Your Account

You can now request an order cancellation or start a return directly from your account: sign in to your account, open the order, and choose Cancel items (available before your order ships) or Return items. Requests go straight to our team for review and follow the cancellation and return policies on this page.

Order Cancellation Policy

We process and ship out orders as fast as we can, however we also give our customers a grace period to cancel or change an order. You can cancel or change your order free of charge within 24 hours of placing it, or any time before it ships — whichever comes first. Sign in to your account, open the order and choose Cancel items. Orders are batch-processed for shipment each morning at 6:00 AM PST, so an order placed late in the day may begin processing before the 24 hours are up. We are unable to cancel or change orders that are already processing and outside of the cancellation window.

Any order cancellation outside of this order cancellation window will be subject to a non-refundable 3% cancellation fee. Shopify does not refund merchant processing fees after your order has started processing for shipment. Thus for all order cancellations for already processing orders, there is a non-refundable 3% cancellation fee for the Shopify processing fees associated with your order. As of March 1st, 2020, Shopify keeps the 3% processing fee for every single order & transaction that has begun processing. Please reference the Shopify Policy Here.

Return and Exchange Policy

• No returns after 30 days from the day your order was delivered. This includes any part of the order including any and all small parts.
• All shipping costs associated with returns and exchanges are non-refundable and paid for by the buyer.
• All returns and exchanges are subject to a 10% Restocking Fee as outlined below:

Restocking Fee:

All returns & exchanges are subject to a restocking fee of 10% of the returned product's price.

Return Eligibility and Terms

• To be eligible for a return the product must be in brand new, unused condition in original packaging.
• Used or damaged items are not eligible for a return, including items that were attempted to be installed and show visible damage.
• All returned products' identification numbers must match that of the purchased items that were sent to you from Ebike Essentials.
• Customer pays return shipping. Outbound shipping is free on all orders, so there is no outbound shipping charge to withhold from a refund.
• We must receive your return within 30 days of your Return Approval.

 

To initiate a return, please click the link below:

REQUEST A RETURN

Before a return is sent, a customer must have written approval of said return from Ebike Essentials. If a customer sends a return without the written consent of Ebike Essentials, a refund will not be issued, and the customer will have to pay for shipping to get the item back or sacrifice the item.

You will receive an email after we receive and inspect your returned item. We will also notify you of the approval or rejection of your return.

Attempted returns of visibly used and/or damaged products will not be eligible for a refund. The customer will have to pay for shipping back to get the item back or sacrifice the item.

If your approved return passes our inspection, you can receive an exchange or refund to your original form of payment. For refunds, a credit will automatically be applied back to your original form of payment. It may take up to 14 business days for the refund to post back on your account.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Batteries are non-returnable and not eligible for return.

Used products not in the original packaging are not eligible for return.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time (up to 14 business days) for your bank or credit card company to process and post the refund too.

Shipping Policy

Free shipping on every order. Standard shipping is free on all orders delivered within the continental United States. There is no minimum order value, and no shipping charge is added at checkout — the price shown on the product page is the price you pay, plus any applicable sales tax.

We currently only ship to the continental USA and can only provide support to customers located in the continental United States. Orders typically ship out in 1-3 business days after an order is completed (unless explicitly specified otherwise on the product page such as a Pre-Order). A shipping confirmation email will be sent to the email address associated with the order after the order has shipped. Please wait 3 full business days after your order is completed to receive your shipping confirmation email.

Batteries and complete kits ship as ground freight, and ground carriers cannot deliver to PO Boxes, APO/FPO/DPO addresses or highway-contract (HC) routes. Please provide a street address for any order containing a battery or a complete kit. If we receive one of these orders with a PO Box or similar address we will contact you for a street address before shipping.

Shipping costs are non-refundable. Because outbound shipping is free, this applies to the freight we incur on refused deliveries and to any return shipping you pay.

Motor kits and batteries ship via FedEx Ground and do not require a signature on delivery. If a delivery is refused or returned to us undelivered, shipping costs are non-refundable and a 10% restocking fee will be deducted (this will be withheld from any refund). For returning an item, you will be responsible for paying for your own shipping costs. For returns of products over $50, we recommend that you use a trackable shipping service or purchase shipping insurance. We don't guarantee that we will receive your returned item.

We can only guarantee delivery of purchases when customers provide a complete, correct, and valid shipping address. Any purchases made from our company in which an incorrect, invalid, or incomplete shipping address is provided by the customer, our company is no longer able to guarantee delivery and is not responsible for mis-delivered or lost packages. It is the customer's responsibility to ensure that they provide the correct, complete, and valid shipping address when completing their purchase and any delivery issues that arise when a customer provides an incorrect, incomplete, or invalid shipping address are solely the customer's responsibility.

We can only guarantee delivery of purchases when there are no changes or modifications during shipment. Any purchases made from our company in which a customer decides on their own accord to make any modifications directly with the shipping company (FedEx or USPS) during shipment (including but not limited to; delivery address changes, hold and or pick up requests), our company is no longer able to guarantee delivery and is not responsible for lost packages and return to sender packages. We can only guarantee delivery of orders purchased through our company and shipped to the address which was originally provided at purchase. If any modifications are made by the customer on their own accord during the shipment process we are no longer responsible for any delivery delays, return to sender packages, or lost packages.