Warranty & Return Policy
Orders Cancelled (If Applicable)
If you want to cancel the order, please contact our Customer Service (Email: [email protected]) as soon as possible. Before the goods are sent out, usually within 1-3 business days, we can cancel the order for you. But if we have already shipped, we will not be able to cancel your order. You can only apply for a return or refund after receiving the product. Please contact our Customer Service (Email: [email protected]) as soon as possible to obtain the return address and return application, and we have the right to refuse your refund for returns without the permission of the customer service.
7 Day Dead on Arrival (DOA) Guarantee
If the item(s) arrives damaged or is not working, kindly follow the warranty process and contact us via [email protected] for a return or refund within 7 days of the order being received. After returning the product to the address provided by our Customer Service, we will ask for your consent via email to send a brand new product (shipping cost will be borne by Ebikecore.com). Of course, if you disagree, you will get a full refund.
- This 7 Day DOA Guarantee is only applied for the main parts of the items. (Except for accessories and consumables like the battery, etc.)
- Due to product failure, the item can be returned for a new one or refund within 15 days from the date of receipt, however the return shipping cost shall be borne by the purchaser.
- If a hardware failure occurs within the service life, the longest warranty of the item is 6 months (the spare parts are subject to the service life of itself), no maintenance fee is charged. The shipping fee to the repair center is borne by the purchaser, and the shipping fee after repairing is at Ebikecore’s expense.
- If the item is damaged due to the purchaser (including exceeding the service life of the parts), a 1-year warranty is provided. Ebikecore will charge the lowest maintenance fee. The round-trip shipping fees are borne by the purchaser.
Special Warranty for Accessories and Consumables
- This applies to the accessories: charger, adapter, battery, etc.
We can only accept the return for a new item for the accessories within 30 days from the date you received the item. We only accept replacements that are damaged or defective (confirmed by our customer service) when they arrive, and the shipping fee will be borne by the buyer. If the item is damaged due to the purchaser, the purchaser could buy the accessory at the factory cost, and the shipping fee shall at the purchaser's expense.
- This applies to the consumables: brush, rag, water tank, dust box, etc.
We can only accept the return for a new item for the consumables within 7 days from the date you received the item. We only accept replacements that are damaged or defective (confirmed by our customer service) when they arrive, and the shipping fee will be borne by the buyer. If the item is damaged due to the purchaser, the purchaser could buy the accessory at the factory cost, and the shipping fee shall at the purchaser's expense.
- Due to the low value of accessories and consumables, a warranty is not provided.
Warranty Exemptions and Notes
- Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
- Please use our products under the guidance of our product manuals. We have the right to reject the customer's warranty application if the customer damages or misuses the item(s). No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
- Flash the firmware of a device or root a device
- Damage caused by installation and repair at the maintenance center not designated by our company (including installation or disassembly and repair by consumers), and we have the right to refuse warranty applications from consumers.
- Use the device in a way that it is not originally intended for
- Continue to use the item once a fault occurs and causes more damage
- No warranty card and the valid invoice or proof of purchase, and cannot prove that the item is within the warranty period
- The invoice or warranty card does not match the actual product or is altered
- Damaged due to irresistible natural disasters
- Exceed the warranty period
- The use environment (such as voltage, humidity, temperature, ventilation conditions, etc.) does not conform to the description of the product manual, thus causing damage
NOTE: We do not accept any refunds for returns that are not authorized by the Ebikecore Support Team. Please kindly refer to the following steps in "How to request a warranty" below. For incomplete warranty requests, Ebikecore reserves the right to refuse any compensation.
How to Request a Warranty (Return, and Refund)
If your item has an issue, please first submit a ticket to our Customer Service via [email protected]
Please carefully follow our warranty process to minimize any delays:
- Clearly and accurately describe the problem you encountered: What happened? When? How? Please also state your full order number and product name.
- Tell us what steps you have already taken to resolve the issue.
- Provide the item code indicated on the outer packaging.
- Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: The photos/videos should clearly and accurately show the contents of the package or the problem you have encountered. This allows us to quickly identify and verify the issue(s). We will do our best to help you. Thank you in advance for providing all the above information.
Returns and Compensation Process
Since our online chat only supports solving pre-sales issues, please contact our Support Center via [email protected] directly and they will offer you a solution according to your case if you have any after-sales issues. They will confirm whether you need to return the item and they will provide the corresponding return address
The following section describes the processing time required upon receiving your returned item.
For Exchanges: Under normal circumstances, our processing time will be between 3-6 business days after we receive your returned package.
For Refunds: We will issue a refund within 3 to 6 business days after receiving your returned item. After that, the refund time will depend on your payment method. Our refund only supports returning to your original payment account.
Please see below for details:
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email us at [email protected].
Purchasers can purchase accessories and consumables at a cost from Ebikecore designated technical service center of the overseas warehouse.
This Ebikecore has the final right of interpretation.
We’re here to help and can answer any questions you may have.
- Email: [email protected]
- Office Address: Factory of Haotou Villagers' Group, Chenjiang Cheng, Zhongkai Hi-Tech Zone, Huizhou City, Guangdong Province, China, 516006 (This is not the return address)
- Live Chat (Facebook Messager): Monday – Saturday from 9 AM to 18 PM (CEST)