Returns and Refund Policy

1.     Introduction

1.1    At Ebikes Discount, we recognize that various circumstances may prompt you to consider returning an electric bike. To facilitate a smooth and efficient process, we kindly request that you carefully review our return and refund policy.

1.2    This policy is uniformly applicable to all our valued customers, regardless of their geographic location.

1.3    Equally, this policy extends to encompass all orders submitted through our website.

2.     Return Eligibility

2.1    You may initiate a return for any electric bike in an unused, pristine condition within 14 days of receiving it.

2.2    Responsibility for return shipping rests with the customer, unless we delivered the wrong item, sent it to the wrong address, or shipped a duplicate order.

2.3    Refunds will be issued using the same payment method used in the original transaction.

2.4    To begin the return process, contact our customer service team via email at support@ebikesdiscount.com, providing your order number, proof of purchase, and photographic evidence verifying the item’s original, unused condition.

3.     Inspection upon Receipt

3.1    Conduct an immediate inspection upon the arrival of your order.

3.2    Contact us promptly if you encounter any issues such as defects, damage, or if you received the incorrect item.

3.3    Refrain from opening the package or using the scooter/bike if problems are noticed, as we cannot accept returns for items that have been used.

4.     Return Without Specifying a Reason

4.1    Provide visual documentation (pictures or videos) depicting the product’s condition, packaging inside the box, and the state of the outer packaging after preparation.

4.2    The returned product must be unused, untested, and presented in its original unopened or undamaged packaging (with intact seals or shrink-wraps), with all labels still in place.

4.3    Ebikes Discount will evaluate the return based on these images or videos.

4.4    Non-compliance with these criteria may lead to the return not being approved.

5.     Damaged or Defective Items

5.1    Provide video and photographic evidence to substantiate your claim regarding the item’s condition.

5.2    Evidence must be provided before initiating a return, without exception.

5.3    Email support@ebikesdiscount.com to submit pictures/videos for your return request.

5.4    Shipping costs for returns are borne by the customer, and these charges are non-refundable.

5.5    We recommend using a trackable shipping service and securing shipping insurance.

6.     Return Process

Step 1: Reply to your order confirmation email to request the return of specific products.

Step 2: Include photographic or video proof with your communication, confirming the unopened packaging, unassembled product, and a package free from stains or watermarks.

Step 3: Provide the return tracking number with traceability and dispatch the item within 10 days from the date of return approval.

Step 4: Refunds will be processed within five working days after a successful warehouse inspection.

7. Refund Policy

Order Status Requirements Refund Amount
Cancel orders within 48 hours (before dispatch) Apply within 48 hours 100% of the order amount
Cancel orders within 48 hours (after dispatch) Apply within 48 hours 70% of the order amount
Note: Contact support@ebikesdiscount to intercept the shipment—full refund for successful interception, 30% deduction if failed.
Cancel orders OVER 48 hours (before dispatch) – 95% of the order amount (deduct 5% processing fee)
Dispatched but not signed (wrong shipping address) Package returned to our warehouse and passes quality inspection. 70% of the order amount (deduct 10% return shipping fee + 15% restocking fee + 5% processing fee)
Dispatched but not signed 1. Reject the package upon arrival. 2. Package returned to our warehouse and passes quality inspection. 70% of the order amount (deduct 10% return shipping fee + 15% restocking fee + 5% order processing fee)
Delivered 1. Initiate a refund within 14 days of receipt of the goods. 2. The package is unopened and sealed, and the product is unassembled. 3. The package is sent and the photos are approved. 80% of the order amount (deduct 15% warehouse restocking fee + 5% order processing fee)
Note: The customer is responsible for all freight charges.

8. Late or Missing Refunds

8.1 If your return with the refund was approved by us, and you did not receive it in 30 days, do not open a payment dispute, as this may result in additional delay. Instead, follow the steps:

(a) Firstly, review your bank account or PayPal account to ensure that the refund has not been posted.

(b) then contact your credit card company, it may take some time before your refund is officially posted.

(c)

Following this, get in touch with your bank, bearing in mind that there is typically a processing period before a refund is posted.

(d) If you’ve done all of this and you still have not received your refund yet, please contact us.

9. Improper Returns

9.1    If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)    we will not refund the purchase price or exchange the product;

(b)    we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)    If payment of such an additional amount is not received within 14 days of the issuance of a request for payment, we reserve the right to either destroy or dispose of the returned product at our sole discretion, without incurring any liability on our part.

10.     Our details

10.1   
Supreb Ever International Limited
FLAT/RM 510 5/F
WAYSON COMMERCIAL BUILDING
28 CONNAUGHT ROAD WEST, Hong Kong,999077

7.3    You can contact us:

(a)    by post, to the postal address given above;

(b)    using our website contact form; or

(c)    by email, using the email address published on our website.