RETURN
Note: （Eahora is dedicated to maintaining a high standard of professionalism when addressing all bike-related issues. Our priority is to repair vehicles whenever possible. If an e-bike is deemed unrepairable, we will approve its replacement or return, and customers do not need to bear any costs. If a customer chooses not to cooperate in the repair process, a 30% depreciation fee will be applied, and the customer will also be responsible for the round-trip freight costs. Eahora will not provide a return shipping label, and customers have to arrange for self-return or organize their own return shipment.）
1. No e-bike returns or e-bike replacements after 15 days of receiving.
2. Any e-bike returns or replacements should be authorized by Eahora in advance via emails.
3. The damages caused by transportation like scratches, defective parts are NOT justifications for returns.
4. Pieces of evidence like pictures or videos are needed for any e-bike returns or replacements.
5. The customer should return the original package with the returned label provided by Eahora. Or Eahora will NOT be responsible for any missing items or damages during the shipment.
6. The customers can return the items by themselves or get a return label via emails from Eahora after being authorized.
7. Returned items must keep the original packaging.
- The box must be sealed.
- The e-bike and its outer packaging must NOT be damaged.
- Accessories and parts should NOT be missing.
8. Please provide the seller with photos of all returned items, including the outer packaging. The seller will have to check the status and quantity before shipping.
9. Please provide Eahora with photos of the original package before shipment. Eahora will have to check the status of the original package.
10. The customer should ship the returned item within 48 hours after Eahora provide a return label. Or the return will be deemed as canceled by the customer.
11. While returning the e-bike, the customers should ship it to the nearest FedEx/UPS store and paste the printed return label on the carton.
12. Please select the signature service when sending back to prevent the returned e-bike from being lost. Eahora will send pictures or videos to the customers when signing the returned items.
13. No free return without reason is supported. “Don’t like it”, “Don’t want it anymore” or any delayed delivery caused by the carrier can NOT be deemed as a valid reason for a return.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged unrepairably or not correct, and the consumer is not required to bear the shipping fee for this reason.
RETURN ADRESS:
Finn Y.
(786) 440-6387
54 Lockhart Road
16F Unit 04-05
Wan Chai, Hong Kong SAR.
Or you can contact us to return the item(s) to our warehouse in California.
Returns will be accepted if requested within 15 days of receiving. It's the date you request, not the date the returned item(s) are to be received.
REFUNDS
1. Returns without authorization will be sent back to customers, while a refund will not be issued and the freight will be borne by customers.
2. If a customer purchases the product in a free shipping promotion, the cost of the shipment will not be refunded.
3. Any shipping damages during the return period will be deducted from the total refund. If necessary, customers can purchase insurance for returns on their own.
4. If any parts of the returned items, including the original packing, are missing, we will charge from the refund as appropriate.
5. Please understand that customers should subject to Restocking Fee.
6. Refunds will not be issued to customers before the returned items are confirmed received and inspected.
7. After we confirm receipt of your returned items, we will send an email notification and refund.
Non-returnable items:
- Battery
- Special orders
- Sale items
- Gift cards
- Gifted order
Refunds, Exchanges, and Store Credits
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. We do offer exchanges within the US, but we don't offer any exchanges for international orders, however, you can receive a refund or store credit, so you can replace the order for the item you would like in exchange. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email.
Late or missing refunds. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email us at service@eahoraebike.com.
