At EZbike, we aim to ensure that you are completely satisfied with your purchase. However, we understand that there may be times when you need to return an item. Here is our comprehensive return policy:

7-Day Return Window for New and Unused Items

• Eligibility: Returns of NEW E-BIKES or E-SCOOTERS are allowed within 7 days of receipt if they are in new (unopened) and unused condition. Accessories are considered final sale and are not eligible for returns.
• Refunds: Eligible returns will be refunded minus shipping costs from our warehouse to the recipient and a 2.5% card processing fee.
• Non-Refundable Costs: Shipping costs are non-refundable, and we recommend using a trackable shipping service. The 2.5% card processing fee covers the non-refundable cost imposed by Shopify payment, which EZbike absorbs at the time of purchase but must deduct from refunds due to its non-refundable nature.
• Responsibility: Return shipping is the responsibility of the recipient, unless the return is due to our shipping error. Damaged, scratched, or used items will not be accepted.
• All refurbished and demo products are final sale. If the refurbished or demo product arrives out of the box defective or damaged please contact support@ezbike.ca for a refund or exchange.

Returns Outside the 7-Day Window

• Conditions: Returns outside the 7-day window are subject to approval if the item is in new, unopened, and unused condition.
• Restocking Fee: A restocking fee of 25% off the purchase price, shipping costs and the 2.5% card processing fee will be applied.
• Shipping and Fees: As with returns within the 7-day window, return shipping is the customer’s responsibility, and damaged, scratched, or used items will not be accepted.

Opened or Used Items

• Policy: We do not accept returns of opened or used items under any circumstances.

Order Cancellation

• Unshipped Orders: Can be canceled up to 3 business days prior to shipment, subject to a 2.5% merchant processing fee.
• Pre-orders: Deposits are refundable, subject to a 2.5% processing fee.

Defective Products

• Reporting: If the product is defective upon receipt, please contact us immediately for repair or replacement arrangements, at no cost to you.
• Continued Use: The return policy does not apply if the product is used after noticing a defect.

Return Process

• Approval: An approval letter is required before returning a product. The item must be in its original condition and packaging.
• Inspection: Returns will be inspected upon receipt. Items not in sellable condition will be rejected, and the customer will bear the cost of return shipping.
• Refund: Approved returns will be refunded via the original payment method.

For any questions regarding returns, please contact us at info@ezbike.ca.

EZbike is not responsible for return shipping costs. This policy is subject to change without notice.