Returns and Refunds

Return

We are committed to providing every customer with the best shopping experience possible, and we offer a 15-day return policy. To be eligible for a return, your item must be in the same condition you received it, undamaged or unused, with tags attached and in its original packaging.

Please contact our customer service department at support@ebycco.com within 15 days to request a return. All returned items must be repacked in their original packaging before being shipped back to us. Returns require photo proof and the necessary documentation,  including but not limited to:

1. All the bike parts are cleaned
2. The bike is fully disassembled and wrapped up with foam paper
3. All separate parts/battery&keys/tools/accessories
4. The bike is packed up and put inside the original cargo box

&Attached pictures for your reference. Please try your best to pack it and send the pictures of your packing for our warehouse's approval. 


Return Process:

1. Contact us for return approval.
2. Pack the bicycle in its original packaging (must be the original box), including all accessories. Take photos and send them to us for inspection.
3. We will send you a return label.
4. Print the return label and affix it to the outer box (covering the original shipping label).
5. Contact FedEx to pick up the package, or transport the bicycle to a FedEx service point for shipment.
6. Once our warehouse receives your return, we'll unpack and inspect it and process your refund within 1-2 days. Your refund will be credited back to your original payment method. Generally, the money will be received within 24 hours after the refund operation.

Note:

1. Please use staplers or tape to reinforce the packaging. Improper packaging can cause the box to deform during shipping, preventing the bicycle from being properly returned and requiring it to be returned to the sender (buyer) by FedEx or another participating logistics provider.

2. If a package arrives at our warehouse with excessive damage, FedEx will charge us a substantial "bounce fee" (over $2,000). If the bounce fee is due to improper packaging or the use of a non-original box, we will use your purchase price to offset the FedEx bounce fee.

3. If you are returning an item for personal reasons (e.g., if it doesn't fit or you don't like the item), you will be responsible for the return shipping costs.

4. Please do not send the bicycle back without permission.

Damage and Issues

If your bike arrives damaged, please contact us immediately. Provide your order number and a photo or video of the damaged part. We will ship you a replacement free of charge.

 

Exchange Process:

1. Contact us for exchange approval.
2. Pack the bicycle in its original packaging (must be the original box), including all accessories. Take a photo and send it to us for inspection.
3. We will send you a return label.
4. Print the return label and affix it to the outer box (covering the original shipping label).
5. Contact FedEx for pickup, or have the bicycle shipped to a FedEx location.
6. Once the returned item is received at our warehouse, we will unpack and inspect it and then send you a replacement.

Please note that if the exchange is due to personal reasons, you will be responsible for the return shipping costs.