Returns and Refund Policy

Welcome to Electric Bikes Paradise — where your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations. Our return policy is designed to be fair and transparent, ensuring a smooth experience while protecting both you and our team.

General Return Rules

Return Window: Returns must be requested within 30 days of delivery.
Restocking Fee: A 30% restocking fee applies to all returns, including refused shipments and returns due to incorrect shipping addresses provided by the customer.
Product Condition: Returns are only accepted for unused, uninstalled products in original packaging, including the box, pallet (if applicable), accessories, manuals, and documentation.
Non-Returnable Items: We do not accept returns on used or modified items, items not in resalable condition, items missing original packaging, or consumable accessories.
Damaged Items: Must be reported within 72 hours of delivery. Include clear photos of any damage to expedite resolution.

Exchange Policy

Exchange Window: Requests must be made within 30 days of delivery.
Condition: Items must be unused and in original packaging.
Process: The original item is returned and inspected, a refund is issued (less the 30% restocking fee), and the customer places a new order for the replacement item.
Fees: A 30% restocking fee still applies to exchanges.

Refund Processing

Refunds are processed after we receive the returned item(s), inspect for condition and eligibility, and approve the return. Refunds are issued to the original payment method and may take up to 10 business days to appear on your statement after we process the refund.

Cancellation Fees

If you need to cancel your order, please note:

Before payment is captured (order not yet shipped): No fee.
After payment is captured but before the order has shipped: A 5% cancellation fee applies.
After the order has shipped: Our standard 30% restocking fee applies (treated as a return).

Payment is captured only at the time of shipment. Please see our Cancellation Policy for complete details.

Starting a Return

To initiate a return, please:

Contact us at sales@electricbikesparadise.com or (888) 433-2731 (Mon–Fri, 9am–5pm MST)
Provide your Order Number and reason for return
Our team will review your request and, if eligible, issue a Return Authorization (RA) Number
Carefully package the item with all original contents
Clearly label the package with your RA number
Ship to the return address provided by our team
Send us the tracking number so we can monitor the return

Note: Return shipping costs are the customer's responsibility unless the product is defective or arrived damaged.

Changing Shipping Address

To change your order's shipping address:

Contact us immediately at sales@electricbikesparadise.com or (888) 433-2731
Provide your Order Number and new shipping details
Our team will confirm if the update is possible
A change fee may apply depending on carrier or order status
We'll send a confirmation once the update is successful

Please note that any return resulting from an incorrect shipping address provided by the customer is subject to our 30% restocking fee.

Frequently Asked Questions

Can I cancel my order? Yes — if it hasn't shipped yet. See our Cancellation Policy for fee details based on timing.

Do I have to pay for return shipping? If the product is defective or damaged on arrival, we cover return shipping. Otherwise, return shipping is the customer's responsibility.

How do I get a return label? If your return is approved and qualifies for free return shipping, we'll email you a return label to print and attach.

My refund hasn't shown up yet — what should I do? Refunds can take up to 10 business days to appear on your statement after we process them. Check with your bank or credit card provider first. If it still hasn't posted after 10 business days from our confirmation email, contact us at sales@electricbikesparadise.com.

What if my item arrives damaged? Take photos of the damage immediately, refuse the shipment if possible (note damage on the Bill of Lading), and email us at sales@electricbikesparadise.com within 72 hours of delivery with your photos and order details.