Refund policy
For all refund requests, please complete this form.
Electric Bike Returns - For In Stock Bikes
For bikes in stock, we pride ourselves on shipping them to you right away! US orders are processed and on their way within 24 hours of ordering, and our Canadian orders are processed on Tuesdays and Thursdays.
If you want to return a bike for a full refund, you must do so before it has been shipped. Otherwise, it will be subject to restocking and additional shipping fees. Please see the Electric Bike Returns - Post Shipping section below for details.
If your order hasn’t yet shipped and you’d like to cancel for a full refund, please complete this form.
Merchandise, Parts & Apparel Returns
For accessories, parts or apparel, our policy allows a return up to 15 days from the received date. If 15 days have gone by since you received your product, no refund or exchange will be offered.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
No refunds are given on shipping fees or return shipping fees.
To request a refund, please complete this form.
Electric Bike Returns - Post Shipping
If, for whatever reason, you decide that you are not satisfied with your electric bike and you wish to return it, you have 15 days from the received date to do so. If 15 days have gone by since you received your electric bike no refund or exchange will be offered.
To be eligible for a return and refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. No refunds are given on shipping fees or return shipping fees. 10% RESTOCKING FEE APPLIES TO ALL RETURNS.
Pre-Sale Refunds
The Voodoo, 305 Ghost and Graffiti X are in pre-order stage, so our return policy has two stages.
If after placing your order, you change your mind, you have 15 days for a full refund. After 15 days, your bike order is officially a part of our current production order, and no refunds can be issued until you receive the bike.
If after receiving the bike, you decide you’d like to return it, you have 15 days from the date it was received to do so. Your eBike must be in the same condition you received it in, and it must be in the original packaging. A receipt or proof of purchase is also required.
You will be responsible for return shipping costs, and/or related fees (brokerage, tariffs, etc.), which will be deducted from the refund amount.
The following items will be deducted from the amount refunded: original shipping fees, any additional shipping costs, plus a 10% restocking fee.
Please complete this form to initiate the refund process prior to shipping anything back.
Reservation Fees
Reservation fees are non-refundable. No refunds will be provided.
Refund Process
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, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-7 business days, depending on your card issuer.
Returns Shipping
You will be responsible to pack the item appropriately to avoid shipping damage. You will also be responsible for all return shipping costs. Any original shipping costs paid are non-refundable.
If you are shipping an item over $75, we recommend using a trackable shipping service or purchasing shipping insurance. Shipping a return item is your responsibility and we are not responsible for lost or damaged items.
BC Rebate Program
We do not accept returns from customers who participate in the BC E-Bike Rebate Program. We cannot provide you with a cash, debit refund, credit card refund, cash equivalent gift card or merchandise credit. Please make sure your decision to purchase an E-Bike is final.
If you are a customer who participated in the BC E-Bike Rebate Program and your E-Bike is in some way defective, it may only be exchanged for another E-Bike of equal value (same cost/price) or higher.
