Returns/Exchanges & Refunds
Our manufacturers carefully inspect and pack each item before it is shipped. When your package arrives, please make sure you thoroughly inspect all of your items before you accept them. If any visible damage is seen, take pictures of the affected areas, then reject the delivery of the item and obtain a copy of the receipt if applicable.
For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.
*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
- A) Minor damage to the outer packaging.
- B) Minor scratches or paint loss on the product.
- C) Damage to parts or wearing parts after excessive use.
- D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
Contact us by sending your photos to email@example.com and we will file a claim with the manufacturer. Any claims for damage reported are handled directly by the manufacturers.
RETURNS/EXCHANGES & REFUNDS
Unused E-Bikes, parts, and accessories may be returned within 14 days of your receipt of the products by contacting us HERE.
- Items in your order must be unused, in new condition with the original packaging and manuals
- Mileage on the e-bikes must be less than 10 miles.
- The customer is required to pay return/exchange shipping. All returned orders are subject to a 10% restocking fee.
Non-returnable items include, but are not limited to:
- Used, Undamaged Equipment
- Apparel (clothing, hats, etc)
- Battery Packs
- Special orders
- Gift cards
- Gifted orders
- Items that display wear
- For the purpose of warranty and returns, you are responsible for providing a return shipping box at your expense if you have discarded the original box in which the product was shipped.
- PLEASE RETAIN YOUR BOX even if it has been damaged in shipping.
- ITEMS CANNOT BE RETURNED WITHOUT AUTHORIZATION FROM OUR CUSTOMER SERVICE TEAM.
- If a return is received without an authorization code, the shipment is likely to be lost. Ultra E-Bikes accepts no responsibility for items returned to us without explicit authorization.
*Exclusions - Since we are authorized dealers of many brands, it is recommended the return policy is read that applies to the selected brand.
*By purchasing on our website you agree to our returns/cancelation policy.