Return & Refund Policy

1. Return Eligibility

1.1 Non-Defective Returns

Conditions:

  1. Items must be unassembled, unused, and in original packaging (including all accessories and manuals).

  2. Return requests must be submitted within 15 days of delivery (based on courier records).

  3. Applies only to orders purchased through our official website.

  4. For in-transit orders, Returns require order interception.

Costs for Non-Defective Returns:

  • Customers cover return shipping and interception fees (approx. €50* unless due to our shipping error).

  • *Contact support@eletronbike.com for exact fees.

1.2 Defective Returns

Conditions:

  1. Products with manufacturing defects or transit damage (photo/video proof required).

  2. Return requests must be submitted within 15 days of delivery.

Costs for Defective Returns:

  • Eletronbike covers all shipping and inspection fees.

2. Return Process

2.1 Initiate a Return

  1. Email support@eletronbike.com with:

    • Order number

    • Reason for return (attach photos/videos for defective items).

  2. Our team will guide you through the process.

2.2 Packaging Requirements

  • Use the original box with all internal padding.

  • Include all items: product, accessories, gifts, etc.

  • Attach a return label (download from our website or request via email).

2.3 Return Address

  • Do NOT ship to the original warehouse without authorization.

  • Contact us for the correct address based on your case. Unauthorized returns may be rejected, with costs borne by the customer.

Country Return Address
Spain Murcia Warehouse
France Murcia Warehouse
Portugal Murcia Warehouse

2.4 Refund Processing

Refunds will be issued to the original payment method within 1-2 business days after we receive and inspect the returned products.

3. Exchange & Repair

3.1 Fast Exchange

For confirmed defective items:

  • We ship a replacement immediately after receiving your return.

  • Delivery within 3-5 business days for Spain, Portugal, and 5-7 business days for France.

3.2 Warranty Repairs

For malfunctions within 30 days of delivery:

  • Free full replacement or repair.

4. Exclusions

4.1 Non-Returnable Items

  • Assembled, ridden, or disassembled products (tamper-proof seals broken).

  • Customized items (e.g., engraved frames, special paint jobs).

  • Batteries damaged by misuse (impact, water exposure, non-OEM chargers).

4.2 Partial Deductions

Scenario Deduction Details
Missing/Damaged Packaging 10%-15% Based on accessory replacement costs.
Minor Usage Marks (no functional harm) 30% Final deduction determined after inspection.

Customer Support: