Return

Your satisfaction on a great riding experience is all we care. And we understand that sometimes a product may not be what you expected to be, if you would like to return your EKX bike for a refund, please carefully review the Return Policy and notify us cancellation request as early as possible.

If you believe there is a factory defect, please refer to the Limited Warranty provided and follow its procedures.

When you can submit a return request

  • Please note that if your order is still in processing, and has not been shipped yet, you can submit a cancel order request to info@ekx-ebike.com.
  • Once you receive a shipping notification, it is too late to cancel the order and you must submit a return request. 
  • We accept returns within 15 days of original ship date as long as the item is in the original sealed product box, unopened, and undamaged. 
  • A 15% processing fee will be applied for any item being returned or cancelled.
  • Wrong item shipped or defective item from EKX ebike store.

We may elect to not accept below return request

  • We will not accept returns of any product 30 or more days after delivery date.
  • We may not accept or authorize return of bikes that are not in their unopened, original packaging, or have been altered or modified with third-party or aftermarket parts or components. 
  • If you change your mind while your ebike is in transit and this is to help us recoup some of the shipping fee that is incurred, we will try our best to process any requests to cancel your order but this is NOT guaranteed. *We do not refund any shipping costs. 

How to request a return

You will need to provide the following information to our customer service:

    • The reason for requesting the return.
    • Your EKX Bike Store Order Number (receipt or proof of purchase).
    • The serial number of the unit being returned.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer or logistics warehouse address.

Refund

Once your return is received and inspected, we will send an email notification of approval or rejection of your refund request.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

  • Any e-bike cancellation/return will be subject to a $150 return fee.
  • All refunds will be processed to the original method of payment used at purchase.
  • Original shipping charges are non-refundable. 

Late or missing items

If you haven’t received your order yet, first contact customer service with your order number before you file a complaint. Good communication is always the key to solve problems.

EKX Bikes is unable to make any changes and/or special arrangements AFTER your shipping label being created. If your bike has already shipped and you have a FedEx or DHL tracking number, please contact them to arrange any special delivery requests.

Open Box / Refurbished e-bike Return 

  • Open Box bikes and refurbished bicycles are sold “as is” and are not eligible for return.

Exchanges

We only replace items if they are defective or damaged during shipping. If you need to exchange it for the same item, send us an email at info@ekx-ebike.com.

Shipping returns

To return your electric bike, you should ship your order to ekx bike warehouse. view shipping policy: https://ekx-ebike.com/shipping/

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Returns of Defective Ebikes 

Contact us at info@ekx-ebike.com for more questions related to refunds and returns.