Return Policy
1. Initiating a Return
All returns must begin by contacting support@e11evenbike.com.
Products returned outside this process are not eligible for refund.
2. Order Cancellations (Before Shipment)
You may cancel an order before it is transmitted to our warehouse (typically within 1 business day).
After that, you must follow the returns process.
3. Returns of Ebikes (Non-Defective)
Conditions:
- Return request within 15 days of delivery
- Fewer than 10 miles on the odometer
- No signs of wear, dust, dirt, fragrance, or use
- The eBike must be returned in the original shipping box with all original protective packaging materials and included items.
- Preauthorization required
Return shipping fee: $150–$350, deducted from your refund, unless due to an E11-verified quality issue. If the original shipping box or protective packaging is not used, the customer will be responsible for any additional shipping, handling, repackaging, dimensional-weight, oversized-package, or carrier surcharges resulting from the non-original packaging. These additional costs may exceed the standard $150–$350 return shipping fee and will be deducted from the refund where applicable.
4. Returns of Accessories & Parts
- Eligible within 30 days
- Must be unused and in original packaging
- Return shipping fee: $15 per shipment (unless due to quality issue)
5. Non-Returnable Items
- Spare parts
- Replacement parts
- Batteries
These are non-refundable
6. Refunds
- Discount code amounts are deducted proportionally from refunds
- Refunds issued after Product is inspected
- Shipping costs are non-refundable
