30-Day Return & Refund Policy

30-Day Return Policy:

• Request a return within 30 days of receiving your item.
• Keep the original packaging and eBike for 30 days for possible returns.

Documentation for Returns/Exchanges:

• When requesting a return or exchange, attach photos or videos of the product and its packaging to the email.
• Additional repair fees may apply for significant damage found upon inspection.

Return Shipping Insurance and Confirmation Service:

• Insure the product for its purchase price when initiating a return.
• Provide signature confirmation services for items valued over $100.
• For items over $35, use a traceable shipping method; for items below $35, utilize UPSP sign-off confirmation services.
• These measures aim to safeguard the return process and provide transparency.

Responsibility for Shipping Costs:

• Shipping costs for returns due to damages or issues are the responsibility of SMLRO.
• For non-quality-related returns, the buyer must cover return shipping costs.
• Once the return application is successful, we will charge a restocking fee according to the situation.

Please inspect your order upon receipt. If you find that the item is defective, damaged, or incorrect, please contact us immediately at info@e-motionmall.com. To help us evaluate the issue, please provide videos and pictures and keep the original packaging. If it is determined that the products are broken, we will provide replacement or return at no cost in 30-day Return Policy.

Once your return is accepted, we will provide you with a return shipping label and detailed instructions on how and where to send your package. Please note that we do not accept items returned without prior approval.

Upon receiving your eBike, please inspect it for any visible damage or defects. If you encounter any issues, follow these steps:

1. Contact Us: Notify our Customer Support Team at [info@e-motionmall.com] immediately if your eBike arrives damaged, defective, or with any issues.And please keep the original packaging and Ebike for 30 days for possible returns.
2. Provide Details:Please provide detailed information about the problem, and if possible, include photographs. This will assist us in quickly addressing the matter.
3. Resolution:We will work to resolve the issue, which may include:

• Replacing damaged or defective parts.
• Arranging repairs by authorized technicians.
• Replacing the entire eBike if necessary.

1. Timely Reporting:Report damages or issues within [30] days of receiving your eBike for efficient resolution.
2. Warranty Coverage: Some issues may be covered by the manufacturer's warranty, and we will assist you in processing warranty claims.
3. Customer Responsibility:Please refrain from attempting unauthorized repairs or modifications. Keep original packaging and documentation for potential resolution needs.

1. Normal Wear and Tear: Regular wear and tear, such as minor scuffs or scratches, that occur through normal use during the warranty period are generally not covered for return.
2. Damage Due to Misuse: Any damage to the eBike resulting from misuse, abuse, neglect, or accidents may not be eligible for warranty returns.
3. Unauthorized Modifications: If you make unauthorized modifications or alterations to the eBike, it may void the warranty, making any resulting issues non-returnable.
4. Failure to Follow Maintenance Guidelines: Failure to adhere to recommended maintenance and care guidelines provided in the manufacturer's manual can lead to non-returnable warranty claims.
5. Exceeding Weight Limits: If the eBike is used by individuals whose weight exceeds the manufacturer's specified weight limit, any damage or issues arising from this may not be covered.
6. Environmental Factors: Damage caused by exposure to extreme weather conditions, water, or other environmental factors may not be eligible for warranty returns.
7. Improper Storage:If the eBike is not stored according to the manufacturer's recommendations and incurs damage as a result, it may not be returnable under warranty.
8. Battery Degradation:Over time, lithium-ion batteries in eBikes naturally experience some capacity loss. Unless the battery falls below a certain threshold specified in the warranty, this gradual degradation is typically not covered.
9. Non-OEM Components: Using non-original equipment manufacturer (OEM) components or accessories that are not approved by the manufacturer can lead to non-returnable warranty claims.
10. Expired Warranty:Attempting to return the eBike for warranty service after the warranty period has expired will usually result in a non-returnable claim.
11. Gift Cards:Please note that we do not accept returns for the gift cards.

Exchanges

If you wish to exchange an item, the quickest way to ensure you get the desired product is to return the original item once your return is accepted. Afterward, you can make a separate purchase for the new item.

1. Customized eBikes: Any eBike that has been custom-built or modified to your specific requirements or preferences may not be eligible for replacement. We advise customers to carefully consider their customizations before proceeding.
2. Used eBike Batteries: Once an eBike battery has been used or installed, it is typically considered non-replaceable due to safety and regulatory reasons. It is crucial to handle and maintain eBike batteries with care.
3. Damaged or Altered Frames: eBike frames that have been visibly damaged or altered may not be accepted for replacements. Such alterations can compromise the safety and structural integrity of the eBike.
4. Consumable Parts: Parts categorized as consumable, such as brake pads, tires, tubes, and chains, are often non-replaceable once they have been used or installed. Regular maintenance of these parts is recommended.
5. Software and Firmware: eBike software or firmware updates, once downloaded or installed, are typically non-replaceable due to their digital nature. Ensure that software updates are compatible with your eBike before installation.
6. Hazardous Materials: Any eBike accessories or components containing hazardous materials, such as certain types of lithium-ion batteries or chemicals, may not be replaceable. Handling these materials safely is essential.
7. Damaged or Soiled Seats and Cushions: Seats and cushions that exhibit visible damage or signs of use, including stains or soiling, may not be eligible for replacement. Proper care is essential to maintain their condition.
8. Personalized Accessories: Accessories or add-ons that have been personalized or custom-engraved with specific names, logos, or designs may not be replaceable. Please review customizations carefully before ordering.
9. Scratched or Damaged Paintwork: eBikes with significant scratches or paint damage, affecting their aesthetics, may be non-replaceable. Take care to protect the finish of your eBike.
10. Missing Components: If essential components or parts of the eBike are missing or have been removed, replacement may not be possible unless those components are replaced. It is essential to retain all original components. 

Refunds

We aim for your complete satisfaction with your eBike purchase. If you need a refund, please follow our refund policy:

Requirements for Full Refund:

• Please note that if a purchase has been made on our website and the item has not yet been shipped, you can contact our customer service [info@e-motionmall.com] for a full refund. In such cases, we will not charge a restocking fee.

Requirements for Partial Refund:

• Customized or personalized items cannot be returned for a return & refund.

• Please note that in cases where returns are initiated after receiving the item, accurate pictures or videos depicting the current condition of the product must be provided. If the product is found to have more significant damage upon inspection, additional repair fees may be applied.

• In instances of returns initiated after receiving the item, a restocking fee will be assessed based on the product's current condition.

• The following are the  restocking fee charging standards: 

How to Request a Refund:

• Contact our Customer Support Team at [info@e-motionmall.com] with your order number and a brief explanation of the reason for the refund.

Return Shipping:

• You are responsible for return shipping costs.
• We recommend using trackable and insured shipping methods.

Refund Process:

• After inspecting the returned eBike, we'll notify you of the refund status.
• If approved, the refund will be processed to your original payment method.If you require a refund to be issued to an account other than the original payment method, please promptly communicate this request to us. We will work with you to update the refund account information accordingly.
• Keep in mind that it may take some time for your bank or credit card company to process and post the refund.

Non-Refundable Items:

• We do not offer refunds for customized eBikes, used eBike batteries, consumable parts, software or firmware updates, hazardous materials, or damaged/altered items.

Questions and Assistance:

• Contact our Customer Support Team [info@e-motionmall.com] for any refund & return - related questions or assistance.

Warranty