Refund policy
Brand-Specific Return Policies
For most products, returns are processed through the official brand warehouse or authorized return center.
Please refer to our brand-specific return terms here:
The return address and procedure will depend on the brand you purchased. Ebikefusion will help coordinate with the brand to ensure your return is smooth.
Returns for Unlisted Brands or Generic Accessories
For products that are not covered by a brand-specific return policy, the following Ebikefusion standard applies:
1、Order Cancellation
1.1 Pre-shipment:
a) Electric Bicycle Orders: Cancelling an electric bicycle order within 3 hours of placement will incur no processing fee. After this period, an 8% processing fee will be deducted. If an incorrect model is ordered and a new order is placed, the processing fee for the original order will be waived once the second order is received.
b) Accessory Orders: Accessory orders cancelled within 3 hours of placement will not incur any processing fee. However, if cancelled after 3 hours, a 25% processing fee will be deducted from the order amount.
1.2 Post-shipment: Requesting an order cancellation after shipment will incur an 8% processing fee and a return shipping fee of 200 euros. EBIKEFUSION will provide a return label for the carrier to pick up the returned items. Alternatively, if the customer arranges the return independently, they must contact EBIKEFUSION customer service for confirmation and send the item to the designated address.
Note: Independent returns must ensure secure transportation and require a signature confirmation. It is recommended that shipping insurance be purchased. EBIKEFUSION is not responsible for any damage or loss during the return process when arranged by the customer. Cancellation requests must be submitted via email, and EBIKEFUSION will notify the customer of approval. Unauthorized returns will be rejected, and the customer will bear any related fees or losses.
2、Model Exchange & Order Adjustments
For order modifications before receipt, please refer to our shipping policy. Once the order is received, modifications are no longer possible.
If the customer wishes to exchange the model after receiving the product, they must follow the return policy and initiate a return. To avoid the 8% processing fee, a new order of similar or higher value must be placed. If not, or if the new order is significantly lower in value, a refund will be processed with an 8% deduction from the original order amount and a 200 euros return shipping fee.
Model exchanges are exclusive to electric bicycles. For exchanging to a different model, customers must contact customer service to place a new order and return the original items, following our return policy and obtaining prior email approval. Please note, free shipping does not apply to exchanged bicycles.
3、Returns Policy
Customers can request a product exchange or return within 15 days of receiving the item for non-quality-related reasons. However, they will be responsible for an 8% processing fee based on the order amount and a 200 euros return shipping fee. After email approval, EBIKEFUSION will provide a return label for the designated carrier to collect the returned item. Alternatively, the customer prefers to handle the return independently, they must first confirm with EBIKEFUSION customer service and send the product to the designated address.
Important: All returns and refunds must be completed within 15 days of receiving the electric bicycle; otherwise, they will not be processed.
3.1 Damage & Issues
Upon receipt of your order, please inspect the item thoroughly. If defects, damages, or incorrect items are found, please contact us at ebikefusion@gmail.com with photographic or video evidence to address missing parts, severe damage, or any other quality-related concerns. Our customer service team will assist in arranging replacements.
For product defects, EBIKEFUSION is committed to offering you technical support for minor issues, as well as providing necessary replacement parts and covering repair costs due to damage.
Similarly, for transportation-related damage, EBIKEFUSION will assist you by providing necessary parts and covering related service costs.
For any return-related inquiries, feel free to contact us anytime at ebikefusion@gmail.com. To ensure effective problem resolution, please provide photographic and/or video evidence.
Please note: The following scenarios are considered normal and are not eligible for free exchange or refund:
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Minor external packaging damage.
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Light scratches or paint chips on the product.
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Bent plastic parts due to transportation.
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Wear and tear on parts or consumables after usage or a specific number of cycles.
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Damage or defects reported more than 7 days after receipt of the product.
3.2 Return & Exchange Process
To initiate a return or exchange, the following criteria must be met:
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The item must be in the same packaging and condition as when received.
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All bicycles must be free from wear, dirt, scratches, or any signs of use.
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The total mileage on the bicycles should not exceed 10 miles. Exceeding this mileage will disqualify the return.
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All original packaging contents (charger, keys, hardware, etc.) must be included.
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A receipt or proof of purchase must be provided.
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The customer is responsible for all costs incurred during the return process, including processing and shipping fees.
To start a return, send product photos and contact us at ebikefusion@gmail.com for approval. Once accepted, we will provide a return shipping label. EBIKEFUSION will not accept unauthorized returns and will not issue refunds for such cases.
3.3 Non-refundable items
Non-refundable items include, but are not limited to:
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Replacement parts and accessories.
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Damage caused by the customer.
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Special orders.
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Used items, except in cases of severe damage/failure.
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Gift cards and promotional items.
Note: Each of our partnered bicycle shops has its own return and exchange policy. We do not accept returns for items purchased from these shops. Please contact the point of purchase for their return policy.
4、Refund Timeline:
It takes 3-6 business days to process returned or exchanged items upon receipt. We will inspect and confirm compliance with our return conditions, deduct applicable fees, and refund the remaining amount to the customer's original payment method.
If the refund does not appear in your account after two days, please check with your credit card company or bank, as delays may occur due to varying transfer processes of financial institutions. If you have not received a refund after seven business days, please contact us at ebikefusion@gmail.com.