Last Updated: 11/03/2024

Thank you for shopping with eRideLife. We are committed to ensuring that you are fully satisfied with your purchase. Below are the terms and conditions for returns, refunds, exchanges, and warranty coverage. Please read carefully to understand our policies.

Eligibility for Returns

If you are unsatisfied with your vehicle purchase, you may return it within 14 days of delivery, provided the following conditions are met:

Unused Condition: The vehicle must not have been used or ridden. If the vehicle has mileage under 5 miles, a return may be accepted with a 20% restocking fee, provided it is in excellent, like-new condition.Original Packaging: All original packaging materials, including foam, bubble wrap, styrofoam, boxes, and cardboard, must be included with the return. Failure to include these may affect the refund amount or result in the return being rejected.Approval Required: All returns must have prior written approval from [Your Website Name]. Contact us at [support email] for approval.Shipping Costs: Shipping fees are non-refundable and will be deducted from the refund. Return shipping costs are the responsibility of the customer, except in cases where the return is due to our error.

Restocking Fees

Most items and reservations are subject to a restocking or cancellation fee of 10% of the order total plus shipping costs. If the item has not yet shipped, we may waive this fee.

For items that require additional handling or custom work (e.g., custom-made products or batteries), a restocking fee of up to 25% may apply.

Credit Card Processing Fees

A 3.5% processing fee applies to all cancellations made after order processing has begun. If a cancellation request is submitted before processing, this fee may be waived. We encourage you to reach out immediately if you need to make changes.

Condition of Return

If any damage, missing parts, or improper packaging is detected upon our inspection, we may reject the return or adjust the refund to reflect any necessary repairs. Additionally, items such as OEM PADS that use one-time double-sided tape applications cannot be returned.

Price Matching

If an item you purchased goes on sale within 7 days of your purchase, we offer a one-time price match.

Delivery and Missed Packages

A signature is required for all items valued over $50. If multiple delivery attempts are missed, any additional shipping costs incurred may be passed on to the customer. If you have a recurring delivery issue, you may request a waiver of financial liability if a package is lost or stolen after delivery.

Damages and Issues

Please inspect your order upon delivery and contact us within 24 hours if the item is defective, damaged, or incorrect. Include pictures or video to expedite resolution.

Warranty Policy

Most of our products include a 2-year warranty from the date of purchase, covering manufacturing defects and performance issues. The warranty does not cover normal wear and tear, accidental damage, misuse, or unauthorized modifications.

Warranty Coverage

If your vehicle experiences a defect or major issue within the first 5 miles of use, we will cover shipping both ways and will either repair or replace the item.

In the case of a warranty claim, we offer the following options:

Parts Replacement:

Replacement parts will be sent at no cost. Assistance for part installation can be provided via text or video call.

Repair Services: We will repair the product at no cost to you; however, you may be responsible for one-way shipping to our service location.Exclusions: Warranty does not cover non-manufacturing issues, unauthorized modifications, or damage resulting from improper use.

Non-Warranty Repairs

Non-warranty repairs are available at a rate of $150 per hour, excluding shipping costs.

Non-Returnable and Exception Items

Certain types of items cannot be returned. These include:

Custom and Personalized Goods: Such as custom-built batteries or items modified to your specifications.Electronic Components: Circuit boards, motor controllers, drive boards, and any items containing semiconductors cannot be returned once installed.

Safety Gear: Helmets and protective gear are only accepted for return within 14 days if unused, with all original packaging intact.

Software or Firmware Issues: We are not liable if a software update affects the functionality of your vehicle.

Sale Items and Gift Cards

Sale items and gift cards are final sale and non-refundable.

Exchanges

The fastest way to receive an exchange item is to initiate a return for the item you wish to exchange. Once the return is approved, you can make a separate purchase for the desired item.

Pre-Order Cancellations and Adjustments

Changing or Canceling a Pre-Order

You may change your pre-order item once without incurring a fee. Additional changes may incur a 3.5% transaction fee. To cancel a pre-order, please email us at [email protected] with your order number.

Pre-Order Deposits: Deposits are refundable, minus cancellation fees, for up to three months following the arrival notification. After three months without payment of the remaining balance, deposits are no longer refundable.

Return Processing Time

Return processing can take between 10-30 days upon receipt of the item at our facility. Refunds are typically processed sooner, but times may vary based on the condition of the returned item.

For additional information or questions regarding our Refund, Return, and Warranty Policy, please contact us:

Phone:

Email:

We are committed to providing high-quality products and customer service. Thank you for choosing eRideLife.