Simple Returns & Exchanges - FactoryEbikes.com

At FactoryEbikes.com, customer satisfaction comes first. We stand behind the quality of our electric bikes, scooters, and accessories. If your order isn’t quite right, you may return unused and unopened items within 15 days of delivery. All products must be in original condition and packaging with all components and materials included.

Order Cancellations

Orders can be cancelled within 24 hours of purchase. After that time, shipment processing may begin and cancellation cannot be guaranteed.

Refunds

Approved refunds are processed within 14 days of receiving the return, minus any applicable shipping or restocking fees. Once issued, refunds typically appear within 2–15 business days, depending on your card provider.

Restocking Fees

All eligible returns are subject to a 15% restocking fee and applicable shipping costs. If you arrange your own return shipping, freight charges will not be deducted from your refund.

Defective Items

If you receive a factory-defective product, we’ll arrange a refund or exchange within 14 days of delivery. To qualify as defective, the item must:

  • Have under 50 km of total use

  • Fail to power on or off

  • Be unable to charge

  • Display an error code on screen

  • Have non-functioning electric components

Items not meeting these conditions fall under the manufacturer’s warranty for service or replacement.

Final Sale Items

The following are non-returnable and non-exchangeable:

  • Discontinued or clearance products

  • Promotional or rebate purchases

  • Factory-refurbished items

  • Replacement parts or components (batteries, tires, tubes, brake pads, chargers, controllers, or electronic modules)

  • Custom or special orders (specific model, colour, or size) — subject to a non-refundable $100 deposit

Start a Return

To request a return or exchange, email factoryebikes@gmail.com with your order number and reason for return. If your eligible, you’ll receive instructions and a return authorization number.

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