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, the consumer should be responsible for the shipping fee. The specific fee should be based on the shipping company you choose.

If due to our reasons, the goods received are damaged or incorrect, 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 product must have less than ten (10) miles on the odometer, and it must include all items that were inside the original 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% processing 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). A return will not be processed if you do not communicate with the customer service of Elecorange or if the 14-day period has expired. You may be asked to provide proof of purchase and photo(s) of the product(s) in its original packaging. A 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 it off at a courier station by yourself), or by other means. Please kindly follow the instructions of the customer service. In case of return 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) 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 questions 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 deemed 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. Products acquired from unauthorized resellers, liquidation auction platforms (including but not limited to online bidding marketplaces, overstock distributors, and warehouse liquidation sites), or open-box secondary transfers. Elecorange has no financial transaction records for such liquidation sales and cannot process commercial refunds, cash reimbursements, or return labels for transactions processed by third-party auctioneers.
2. Special orders or customized items.
3. Sale items or gift cards.
4. Giveaways, promotional items, or free items.

⚠️ IMPORTANT SAFETY AND OPERATIONAL DISCLAIMER
Any product damage or failure determined by Elecorange’s engineering review, technical diagnostic checks, or manual physical inspection to be caused by human error, product misuse, overloading, neglect, or any violation of the safe operating conditions and weight restrictions stated in the Owner's Manual/User Guide is strictly non-returnable. Such units are fully excluded from any free replacement, repair reimbursement, or refund policy.

SHIPPING AND HANDLING FEE FOR NON-QUALITY ISSUE RETURNS:

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

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 product 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 product.
• 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

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, the diminished value of the returned product(s) will be determined and deducted from the reimbursement.

Within 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, with the diminished value and/or delivery cost subtracted from the amount if applicable.

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 insurance. 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.