Return and Refund Policy
if you're looking to cancel or return your order, we're here to help! Generally we accept exchange, return or refund applications within 14 days from the date the item is delivered (subject to the order tracking record).
Note: If you have successfully paid for your order, you accept the following refund policy by default.
Cancel & Returns
| Order Status | Requirements | Refund Amount |
|---|---|---|
| Cancel orders within 48 hours (before dispatch) | Apply within 48 hours | 100% order amount |
| Cancel orders within 48 hours (after dispatch) | Apply within 48 hours | 70% of the order amount |
| Note: Contact us to intercept—full refund if successful, 30% deduction if failed. | ||
| Cancel orders OVER 48 hours (before dispatch) | - | 95% of order amount (5% processing fee) |
| Dispatched but not signed (wrong address) | Package returned and passed inspection. | 70% refund (Deduct 10% shipping + 15% restocking + 5% fee) |
| Dispatched but not signed (rejection) | 1. Reject upon arrival. 2. Pass inspection. |
70% refund (Deduct 10% shipping + 15% restocking + 5% fee) |
| Delivered | 1. Initiate within 14 days. 2. Package unopened, bike unassembled. 3. Photos approved. |
80% refund (Deduct 15% restocking + 5% fee) |
*Note: Customer is responsible for all freight charges for delivered items.
Conditions NOT Eligible for Return
- Deliveries exceeding 14 days (per tracking records).
- Package opened, e-bike assembled, or original packaging missing.
- E-bikes/bikes officially registered.
- Minor scratches or dirt.
- E-bike size does not fit (Height ranges are for reference only).
Additional Information
- A 25% restocking fee may be assessed on specific returns. You must get authorization BEFORE sending back items.
- Authorized returns MUST be shipped within 10 days of approval.
- Customer pays shipping both ways (Original shipping cost is withheld from refund).
- Repairs made without Ebikescootermall's approval void the standard return process.
Return Process
1. Request: Reply to your order confirmation email to request a return.
2. Evidence: Provide pictures/videos showing the package is unopened and unassembled.
3. Ship: Provide the return tracking number and ship within 10 days of approval.
4. Refund: After warehouse inspection, refund made within 3 working days.
Report DOA (Dead-on-Arrival)
If the Product arrived damaged, defective or missing parts, please send pictures/videos to ebikescootermall@gmail.com immediately. Any delay over 3 days may increase the rejection rate from carriers.
Once confirmed by our team, we will accept returns for a full refund or issue a replacement for the damaged product.
Special Note About Refunds
- Processing Time: 1-2 business days after receiving returned items.
- PayPal: Up to 48 hours.
- Credit Card: 7-14 business days (depending on your bank).
✉ Send Email
Response Time: Within 24 Hours