Returns and Refunds

Return

We aim to provide every single customer with the perfect product at the best price, as well as the greatest shopping experience, so we have a 15-day return policy, which means you have 15 days to apply for a return after receiving the goods. To qualify for a return, your goods must be in the same condition as you received, undamaged or unused, labeled, and in the original packaging.

Please contact our Customer Service Department at support@ebycco.com to approve the return within 15 days. We have helpful suggestions if you are considering a return due to the performance of the item, sizing, or for any other reason. Keep in mind that exchange for a E·Bycco product better suited to your needs is also possible. After the 15-day period expires, the product cannot be returned to E·Bycco. All returns must be repacked back into the original packaging when you send it back to us. Photos will be needed as proves and necessary materials for the return, 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. 

Please note to pack our ebike correctly and use a box stapler or tape to reinforce it. Improper packaging will cause the box to deform during transportation, resulting in the bicycle being unable to be returned smoothly and being returned to the sender (buyer) by FedEx or other cooperative logistics providers.

Please contact us and our customer service representative will provide you with a return address. Once your return is received by our warehouse, we will process a refund within 1-2 working days. Your refund will be credited back to your original method of payment. Normally, refunds are received within 24 hours. If the return is not due to reasons related to the product itself, you may need to bear part of the shipping costs.

 

Damage and Issues

Please check your order upon receipt. If the goods are defective, damaged, or receive the wrong goods, please contact us immediately, and provide us with your order number, pictures or videos of damaged parts for us to better judge, so that we can evaluate the problem and correct it. If the bike received is damaged due to transportation, please provide a photo of the damaged parts. After verification, we will send new parts for a replacement for free. 

Exchange

We accept free exchanges for production defective item within 15 days. If you apply for an exchange due to product quality, please provide relevant photos or videos, and we will process your exchange request after verification.

The processing steps are as follows:

  1. Buyers need to submit relevant photos or videos
  2. After verification, the seller sends a return instruction to the warehouse
  3. The buyer gets in touch with FedEx or UPS to send the product back
  4. After our warehouses receives the returned product, the seller resends a new bike to the customer

Refund

We will notify you after receiving and checking your return and whether the refund is approved. If approved, you will automatically receive a refund through the original payment method. Remember, your bank or credit card company may also need some time to process and mail refunds. If you apply for a refund due to product quality, please provide relevant photos or videos, and we will process your exchange request after verification.