RETURNS
You must make your request for Return by email to X-Road Ebikes at support@xroadebikes.com within seven (7) days of receiving the product of your intent to return. All returned items must be new, unused, unassembled and include all original parts and original packaging materials, and the original bike box for ebikes. Returns will not be granted after seven (7) days of receiving the product. Returns will not be granted if the product is used, does not have all original parts and original packing materials, and the original bike box for ebikes. You can expect a refund after we have we received back the product, inspected it to be assured it is in new condition and eligible for resale. You will be refunded the purchase price, EXCLUDING the original shipping cost included in the original price of the product, return shipping fees and a 30% restocking fee. Original shipping charges are non-refundable. Customers are responsible for returning the product at their own expense. You can expect a refund within 14 days of our receiving your returned product back complete and in new, unused condition with all parts and original packaging. Refunds will be made to the method of payment used for the order by the original purchaser.
EXCHANGES
You must make your request for Exchange by email to X-Road Ebikes at support@xroadebikes.com within seven (7) days of receiving the product of your intent to exchange. All exchanged items must be new, unused, unassembled and include all original parts and packaging materials, and the original bike box for ebikes. Exchanges will not be granted after seven (7) days of receiving the product. Exchanges will not be granted if the product is used, does not have all original parts and original packing materials, and the original bike box for ebikes. You will be issued a credit to be used toward your purchase of another product once we receive back the product, inspected it to be assured it is in new condition and eligible for resale. You will be credited the purchase price, EXCLUDING the original shipping cost included in the original price of the product, return shipping fees and a 30% restocking fee. Original shipping charges are non- refundable. Exchanged products must be in selling condition as new, unused and with all original parts and packing materials. Customers are responsible for returning the product at their own expense. You can expect a credit within 14 days of our receiving your returned product back complete and in new, unused condition with all parts and original packaging.
CANCELED ORDERS
You must make your request for Cancellation of Order by email to X-Road Ebikes at support@xroadebikes.com and receive confirmation of the cancellation from X-Road Ebikes as a Cancellation Prior to Shipping or Cancellation After Shipping. We cannot guarantee your order cancellation request will reach the shipping warehouse in time to stop your shipment, so please notify us as early as possible of your cancellation request.
DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective item, contact our Customer Service Department within three (3) days of delivery at support@xroadebikes.com. If there is significant visible damage to the carton upon receipt, request that the delivery person note the damage and request a claim be filed with the carrier for damage. Take dated photos and videos of the damage that is clear. Please be prepared to supply your name and order number from your original confirmation e-mail. X-Road Ebikes will make every reasonable effort to assist you by either providing replacement parts or technical assistance to solve the problem. As a rule, products which are eligible for replacement parts under manufacturer warranty are subject to the normal return policy. Products that have cosmetic damages are subject to the returns policy above. The manufacturer will issue touch up paint for scratches or in the rare cases we can’t supply touch up paint we will issue a small refund fee no higher than $10 for touch up paint that you buy, provided that you provide proof of purchase with a copy of the receipt. Products that require tuning and adjustments are not damaged or defective. During shipping, the product and components may shift, and the product may need to be tuned and adjusted.
RETURN SHIPPING
1. Pack the item(s) securely in the original product packaging. Please include all paperwork, parts, and accessories. All products must be returned in new, unused condition, to ensure a credit or refund.
2. Before sending your return shipment, please remove all extra labels from the outside of the package.
3. Send the return package to the address X-Road Ebikes provided.
4. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
5. Retain the return Tracking Number to monitor delivery status.
6. To receive a refund or credit, items must be returned within 10 days of original return shipment date.
7. Credit for gift returns will be issued to the original purchaser.
8. You will not be refunded original shipping charges included in the original price of the product under any circumstances on the product that is returned. Please be aware that shipping charges can be very expensive.
9. Please include all paperwork, parts, and accessories.
10. Contact X-Road Ebikes Customer Service at support@xroadebikes.com for instructions on arranging freight delivery pickup for your items. You will be responsible for freight shipping costs. You must be present at the location and time of pickup. All packaged item(s) must be properly packed and at the front door for the freight driver.
