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Return & refund

We have a 14-day return policy, which means you have fourteen (14) days after receiving your item to request a return.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Returns are not allowed after 14 days of the delivery date.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the ebike must have less than ten (10) miles on the odometer, and it must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging as well. You’ll also need the receipt or proof of purchase.  If unfortunately you lost the original package, you can pay approximately $150 to us for a new package. WE STRONGLY RECOMMEND YOU KEEP THE ORIGINAL PACKAGING FOR 14 DAYS AFTER YOU RECEIVE THEM. 

All returns will embody a 10% restocking fee and the shipping fee of $150 per bike at one’s own expense. ( For non-quality issues）

To initiate the return process, you must contact and inform the customer service of Elecorange of your decision to return, within fourteen (14) days of the receipt of the product(s). Return will not be processed if you do not communicate with the customer service of Elecorange or the 14-day period has expired. You may be asked to provide the proof of purchase and photo(s) of the product(s) in its original packaging. Return will only be granted if you provide such evidence. Items sent back to us without first requesting a return will not be accepted.

Depending on your location and situation, we may advise you to send back the product(s) by post, hand them over to a carrier appointed by us (you may need to drop to courier station by yourself), or by other means. Please kindly follow the instruction of the customer service. In case of by post, you shall send back the product(s) to the address specified by the customer service no later than fourteen (14) days from the day on which you have communicated the decision to return. The deadline is met if you send out the product(s) before the period of fourteen (14) days has expired. In case that you will hand over the product(s) over to a carrier, we will schedule a time with you for collection.

Please note you shall bear the delivery cost of returning the product(s) for your own reasons. Depending on the means of return, you may have to pay for the return delivery, or we will pre-pay for the return delivery and deduct the cost from the reimbursement.

You can always contact us for any return question at support@elecorange.com.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start a return, you can contact us at support@elecorange.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Elecorange is not responsible for the shipping cost of the package returned by the customers themselves.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

  • A) Minor damage to the outer packaging.
  • B) Minor scratches or paint loss on the product.
  • C) Damage to parts or wearing parts after excessive use.
  • D) Damage to parts or wearing parts after using for a certain while or a certain number of times.



NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1. Product from Unauthorized Reseller
2. The damage is caused by human
3. Special order
4. Sale items or gift cards
5. Giveaways or free items

    SHIPPING AND HANDLING FEE FOR NON-QUALITY ISSUE RETURN:

    To request an order cancellation after it has been shipped or return for non-quality issue. All returns will embody a 10% restocking fee and the shipping fee of below at one’s own expense.

    Electric Bikes $150/pc for a return
    Bike Lock, Phone Mount $15/pc for a return
    Electric Scooter $60/pc for a return
    Batteries $30/pc for a return

     

    EXCHANGE FOR NEW MODEL ( NON-QUALITY PRODUCTS ONLY)

    The way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

    CLAIM PROCESS

    • Contact the Elecorange Product Support team by emailing support@elecorange.com
    • Our Product Support team will initially work with you on the problem with your ebike to identify potential simple fixes.
    • If the Product Support team determines that a Covered Component must be replaced, they will provide you with a set of instructions for returning the defective Covered Component and receiving the replacement.
    • After you receive the replacement Covered Component, the Product Support team will also assist in determining how to replace or install the new Covered Component into your ebike.
    • Please note you shall bear the delivery cost of returning the product(s) for your own reasons. Depending on the means of return, you may have to pay for the return delivery and 10% processing fee, or we will pre-pay for the return delivery and deduct the cost from the reimbursement.

    REFUND DETAILS

    Quality issues  Full or partial refunds depending on the circumstances
    Receive wrong goods FREE to exchange or full refund
    Damaged or missing accessories Free to send accessories or partial refunds
    The customer cancels the order before the package is shipped

    Free
    The customer cancels the order after the package is shipped 10% of the product cost will be charged as a cancellation fee. The customer is also responsible for the return shipping cost.
    About refund difference price

    1. Partial refund of the difference price within 7 days
    2. Not acceptable(can send free gift) over 7 days

    Note: Elecorange has the right to organize any event promotion
    Change delivery address

    Customers need to pay an extra $20 per item
    Customers refuse to accept the package

    10% of the product cost will be charged as a processing fee.
    Quality Issues Refund

    1. Within 14 days: Free return or exchange for defective products. 

    2. Over 14 days: Return is not acceptable; Accept exchange new product or partial refund

    Must take a photo of the item in its original packaging to share with our Product Support team.
    Non-quality Issues Refund

    Only refund within 14 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) miles on the odometer,  be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the orginal box (charger, keys, hardware, etc.). If unfortunately you lost the original package, you can pay approximately $150 to us for a new package. All returns will embody a 10% restocking fee and the shipping fee of $150 per bike at one’s own expense.( For non-quality issues）
    Quality Issues Reimbursement

    If you believe your item is defective and was purchased within the last 1 years from our authorized dealer, please contact us at support@elecorange.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Elecorange support team could provide you with technical solutions.
    If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.
    Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii)the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Elecorange reserves the right to determine between defective products and normal wear and tear.

     

    REFUND METHOD

    After we have received the return product(s), we will check for any damages, contamination, wear or missing parts. If these incidents are found, diminished value of the returned products(s) will be determined and deducted from the reimbursement.

    Within the fourteen (14) days after the day we receive the returned product(s) from you, or you provide evidence of having returned the product(s), whichever is the earliest, we will make the reimbursement using the same means of payment as you used for the initial purchase, unless you have expressly agreed otherwise you will not incur any fees as a result of such reimbursement. We will reimburse to you all payments which we have received from you in relation to the initial purchase, and if applicable, with the diminished value and/or delivery cost subtracted from the amount.

    You shall be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return. For more information regarding our limited warranty and claims process, please review our Limited Warranty Terms, which are incorporated into by reference and form a part of these Terms.