Returns:

If you are not 100% satisfied with your purchase, please contact us and we will help you with a return. Because EbikeCityZen is an authorized dealer for several Ebike manufacturers, please note that each Ebike manufacturer has their own return policies. EbikeCityZen wants you to be happy with your new Ebike - and we will help you with the return process.

Our return policy lasts 14 days. Unfortunately, if the return policy time has gone by, we won't be able to process a refund for you. If you contact us within the allowed return time, we'll be able to help you return your item(s). Please note that all returns may be subject to a 20% restocking fee. The customer is also responsible for the cost of shipping the item(s) back. To be eligible for a return/refund, your item(s) must be unused and in the same condition you received it in. You may not have ridden the Ebike, and you must also send the item(s) back in the original packaging of the item(s) with all original tools, manuals and parts.

Please don't return the item(s) before you contact us. To initiate a return, please contact us first and we'll help you with the return. The first thing we will do for you is contact the manufacturer. After the manufacturer approves the return, EbikeCityZen will send you an RMA (Return Merchandise Authorization) number from our manufacturer. You can proceed with the return after we have provided you the RMA. We will also provide you with instructions for shipping the item back.

After the manufacturer receives the item(s), they will inspect it. Once the manufacturer verifies the item(s) in an unused, new sell-able condition, then the refund can be issued to your original payment method, less any restocking fees and shipping charges.

What Should I Do If My Order Is Damaged in Shipment?

All of our manufacturers thoroughly inspect each item before it is shipped. However, please make sure you also inspect your item(s) when it arrives. If you see any visible damages on the packaging or the items inside, take pictures of the damage and contact EbikeCityZen with the photos and order information within one business day at info@ebikecityzen.com.
Damage claims are handled directly by the manufacturer and the warehouse, and EbikeCityZen will help you file a claim with the manufacturer. Most valid damage claims result in a replacement of the damaged item or part.

What if I want to cancel my order?

EbikeCityZen process orders as quickly as possible to get you your Ebike as soon as we can! Therefore, if you have changed your mind, you must cancel your order within 24 hours of your original order. All cancelled orders are subject to a $50 administration fee. Some payment methods, such as installment payment plans may have other provisions. Once an order is past 24 hours since placed the shipping process will have begun and stopping the shipment becomes impossible. After 24 hours from when you place the order, please wait for the item(s) to arrive and then refer to the Returns policy if you choose to return an item.