Refund policy
Return and Refund Policy
Effective Date: September 20, 2026
Thank you for shopping with eBike Empire, a brand of E-Bike USA LLC. We stand behind every electric bike, part, and accessory we sell. If you're not completely satisfied with your purchase, we're here to help.
This policy explains your return options, refund process, and any exceptions that may apply. Please read it carefully before placing your order.
30-Day Risk-Free Trial
We offer a 30-day risk-free trial on all eligible electric bikes purchased directly from ebikeempire.com. If you're not satisfied with your ebike, you may request a return within 30 days of the delivery date for a refund, subject to the terms outlined below.
To qualify for the 30-day risk-free trial, the ebike must be:
- Purchased directly from ebikeempire.com
- Returned within 30 days of the confirmed delivery date
- In new or like-new condition
- Free of visible wear, damage, scratches, or modifications
- Ridden no more than 10 miles
- Returned in its original packaging with all accessories, manuals, chargers, keys, and included parts
- Accompanied by a valid Return Merchandise Authorization (RMA) number issued by our support team
Ebikes returned outside these conditions may be refused, subject to a restocking fee, or eligible only for partial refund at our discretion.
How to Start a Return
To initiate a return, please contact our customer service team before shipping any item back to us. Returns sent without prior authorization cannot be accepted.
Contact us to request an RMA:
- Email: contact@ebikeempire.com
- Phone: (484) 859-8068
- Business hours: Monday–Friday, 9:00 AM – 6:00 PM EST
When you contact us, please include your order number, the item(s) you wish to return, and the reason for the return. Photos may be requested to verify the condition of the item.
Once approved, we'll email you a Return Merchandise Authorization (RMA) number along with return shipping instructions and the correct return address. Please do not ship anything back until you receive this information.
Return Shipping
For eligible ebike returns within the 30-day trial period, eBike Empire will provide a prepaid return shipping label at no additional cost to you, provided the item is returned in the condition described above.
For returns of parts, batteries, accessories, or conversion kits, the customer is responsible for return shipping costs unless the item was defective, damaged in transit, or shipped in error.
We strongly recommend keeping the original packaging until you're certain you want to keep your purchase. Ebikes shipped without the original packaging may not qualify for return, or may be subject to a repackaging fee.
Restocking Fee
A restocking fee of up to 15% of the original purchase price may apply to returned ebikes to cover inspection, repackaging, and processing costs. The exact fee depends on the condition of the returned item and is disclosed at the time your RMA is issued.
Returns of items in perfect, unopened, unridden condition may qualify for a full refund with no restocking fee at our discretion.
Refund Process
Once your return is received at our warehouse, our team will inspect the item within 5–7 business days to confirm it meets return conditions.
If your return is approved, a refund will be issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional 3–7 business days for the refund to appear on your statement.
Refunds will be issued for the original purchase price of the item, minus:
- Any applicable restocking fee
- The cost of missing accessories, parts, or packaging
- Any documented damage beyond normal inspection wear
- Original outbound shipping charges, if the return is not due to our error
You will receive an email confirmation once your refund has been processed.
Damaged or Defective Items
We inspect every order before it ships, but if your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A clear description of the problem
- Photos or a short video showing the damage or defect
- Photos of the shipping box, if the damage occurred in transit
We'll work with you to arrange a replacement, repair, or refund at no cost to you. Do not attempt to ride or use a damaged ebike, as this may void your warranty and create safety risks.
Manufacturer warranty coverage applies separately and may extend beyond the 30-day return window. Please see our Warranty Policy for full details.
Non-Returnable Items
The following items cannot be returned or refunded:
- Ebikes ridden more than 10 miles or showing signs of use beyond a reasonable inspection
- Items returned after 30 days from the delivery date
- Items missing original packaging, accessories, or included parts
- Ebikes with damage caused by accident, misuse, improper assembly, or unauthorized modification
- Ebike batteries that have been used, charged multiple times, or physically damaged
- Custom-configured or built-to-order items
- Digital products, downloadable manuals, or gift cards
- Items marked "Final Sale" at the time of purchase
- Assembled conversion kits or opened electrical components with signs of installation
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible. Cancellation requests submitted before your order ships can be processed at no charge, and a full refund will be issued to your original payment method.
Once an order has shipped, it can no longer be cancelled. In that case, please wait for delivery and follow the standard return process outlined above.
Exchanges
We do not offer direct exchanges. If you wish to swap for a different model, color, or size, please return the original item following the process above and place a new order for the replacement.
If you have questions about a different model before making a decision, our team is happy to help — reach out any time before starting the return.
Refused, Undeliverable, or Abandoned Shipments
If a shipment is refused at delivery, returned to us as undeliverable, or abandoned by the carrier due to failed delivery attempts, the order will be treated as a return. The refund will be issued minus original shipping costs, return shipping costs charged to us by the carrier, and any applicable restocking fee.
To avoid delivery issues, please make sure your shipping address is complete and accurate at checkout, and monitor tracking notifications for delivery updates.
Warranty Claims
Manufacturer warranty claims are handled separately from returns. Most ebikes we sell come with a manufacturer warranty of up to 2 years covering defects in materials and workmanship. Warranty coverage does not extend to normal wear items, damage from misuse, or unauthorized modifications.
For warranty support, please contact us at contact@ebikeempire.com with your order number and a description of the issue. We'll help coordinate with the manufacturer to resolve your claim.
Please refer to our Warranty Policy page for full manufacturer warranty terms by brand.
Late or Missing Refunds
If you haven't received your refund within 15 business days of our confirmation email, please:
- Check your bank account or credit card statement again
- Contact your credit card company or bank, as processing times can vary
- If you've done both and still have not received your refund, contact us at contact@ebikeempire.com and we'll investigate immediately
Changes to This Policy
We reserve the right to update or modify this Return and Refund Policy at any time. Any changes will be posted on this page with an updated effective date. The policy in effect on the date of your purchase applies to your order.
Contact Us
Questions about a return, refund, or your order? We're here to help.
eBike Empire
A brand of E-Bike USA LLC
📞 (484) 859-8068
📧 contact@ebikeempire.com
📍 1803 Abutment Rd, Dalton, GA 30722, USA
Customer Support Hours (Eastern Time):
Monday – Friday: 9:00 AM – 6:00 PM
Saturday: 10:00 AM – 4:00 PM
Sunday: Closed
E-Bike USA LLC · Georgia LLC · Control No. 24165378