Request a Return

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/change your order! You are able to cancel/ change your order free of cost same day as the order is placed up until 10:50PM PST of the same day that the order was placed. You have up until end of day the same day your order was placed (10:50pm PST) to cancel or edit your order and receive a full refund without any processing fees. We are unable to cancel/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 you placed the order. 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 Restocking Fee as outlined below:

Restocking Fee Breakdown:

Returns & Exchanges totaling under $25: $5 restocking fee

Returns & Exchanges totaling over $25-$100: $10 restocking fee

Returns & Exchanges totaling over $100: 10% of the return total restocking fee

New Chainring Returns & Exchanges: $10 restocking fee per chainring

New Motor Exchanges: $35 restocking fee per motor

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 and original shipping costs (shipping costs are withheld from the 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 eligibile 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

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.

Shipping costs are non-refundable.

Our motor kits and batteries require signature confirmation for delivery. If delivery is refused, 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 and original shipping costs are non-refundable. 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.