Returns & Refund Policy

If the products are purchased through an authorized retailer, the return policies of the retailer shall be followed and the product cannot be returned to Eleglide-ebike.com directly. All products, except those on clearance, purchased on the Eleglide Website are subject to the terms and conditions below.

Please read the below terms and conditions thoroughly before returning through.

TERMS AND CONDITIONS

All products purchased through our website must fulfill these conditions in order to be entitled to a return/exchange.

1. ORDER CANCELLATION

Before Shipment :

You can cancel your order if it hasn’t left our warehouse, get in touch with our customer service @Eleglide-ebike.com for an order cancellation.

After Shippment: 

To request an order cancellation after it has been shipped(including cases where the parcel is rejected and the parcel is returned the way it came), the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of €100.

Eleglide Ebike will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please Notice:

If a customer decided to arrange the return shipment by himself and the request has been confirmed by Eleglide Ebike’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Eleglide Ebike will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

The customer needs to email Eleglide Ebike’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Eleglide Ebike will email the customer a cancellation notification email. The customer shall not send a return package to Eleglide Ebike without receiving notification. Eleglide Ebike will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.

2. ORDER MODIFICATION

Please refer to our shipping policy to modify an order before the customer has received it.

We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance.

All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

3. MODEL REPLACEMENT & RETURN

Free Replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

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.

For non-quality issues: customer may ask for product replacement or return within 15 days after received it. A 10% processing fee will be applied but we can prevent it for the customer if a replacement order is received.The customer is also responsible for the return shipping cost of €100.

Eleglide Ebike will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

A) Fashionable wear (helmet, t-shirt, etc)
B) All accessories
C) Special orders
D) Used items except in EXTREME cases of breakage/malfunction

Quality Issues Refund:

If there are any quality problems during this period, we will do our best to provide you with repair and after-sales service

A). Within 14 days(When you received the package): Free return or exchange for defective products. Shipping fee can not be refunded

B). Over 14 days(When you received the package): Return is not acceptable; Accept exchange new product or partial refund

Must take a photo of the item in its original packaging to share with our Product Support team.
Customers are requested to keep the box during the return period. If there is no outer box to send back the product and it affects the secondary sale of the product, you will not be able to enjoy the return policy because of the special nature of the product.

Quality Issues Reimbursement

If you believe your product is defective and was purchased from one of our authorised dealers within the past year, please contact us at [email protected] with photos or videos containing the actual defect as there may be a simple solution to your problem. The Eleglideebike support team can provide you with a technical solution.

Note: Customers are requested to keep the box during the return period. If there is no outer box to send back the product and it affects the secondary sale of the product, you will not be able to enjoy the return policy because of the special nature of the product.

4. REFUND

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer’s original payment method.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at [email protected] if the customer has not received the refund after ten business days.

RETURNS & EXCHANGES – EXPLAINED

At the expense of convenience and providing customer satisfaction, we offer free shipping on orders of our products.

However, shipping is not actually free. Eleglideebike.com covers the shipping costs and pays for them . This means that we take returns very seriously. 1 shipping for an electric bike (battery product) can cost upwards of €100 per trip.

Other than that, we do not sell returned products. Returned products involve a lot of labor and we have to inspect the entire returned bike, inside and out. This does not include the cost of all those troublesome repairs or services.

We will not charge you these additional fees because our goal is to provide top-notch customer service and support. In order to remain fair to you and us, all we ask is that you cover the third party costs incurred, such as shipping and package handling costs in the return. (If you choose to return/exchange the item).

Please be fair to us. We are just people who work behind the scenes and around the clock. We genuinely try to do a good job of serving every rider. Your satisfaction and trust is very important to us.

How will I receive my reimbursement?
We will use the same payment method for reimbursement as you used for your initial transaction, unless you expressly agree otherwise, and in no case will you incur any charges for reimbursement, except as noted above.