Refund & Returns Policy

At Ebike-Factory B.V., we want every customer to have a reliable and enjoyable shopping experience. This Refund & Returns Policy explains our procedures regarding returns, exchanges, refunds, and warranty support for our electric bikes and accessories.

1. Overview

At Ebike-Factory B.V., we carefully inspect and package every product before shipment. We stand behind the quality of our electric bikes and accessories.

If you experience any issue with your purchase, please contact our customer support team and we will assist you with the appropriate solution.

Company Information:

Ebike-Factory B.V.
De Gruisdonk 6
5928 RT Venlo
Netherlands

2. Return Eligibility

Customers may request a return under the following conditions:

✓ The return request is submitted within 14 days of receiving the product.
✓ The product must be unused and in its original condition.
✓ The product must include all original packaging, accessories, manuals, and included items.
✓ The product must not show signs of damage, modification, or misuse.

Products that do not meet these conditions may not qualify for a return.

3. Items Not Eligible For Return

The following items may not be eligible for return:

Used electric bikes showing signs of riding or wear
Products damaged due to improper use
Customized or modified products
Items missing original accessories or packaging
Clearance or special-sale items (unless required by applicable law)

4. How To Request A Return

To start a return request, please follow these steps:

Step 1 — Contact Us

Send an email to our customer support team with:

Order number
Customer name
Product details
Reason for return
Photos or videos showing the condition of the product (if applicable)

Step 2 — Receive Return Approval

Our team will review your request and provide return instructions if approved.

Step 3 — Ship The Product Back

Approved returns must be securely packaged and shipped according to our instructions.

5. Refunds

Once we receive and inspect your returned product, we will notify you regarding the approval status of your refund.

If approved:

✓ Refunds will be processed to the original payment method.
✓ Processing times may vary depending on your payment provider.
✓ Shipping costs may be deducted where applicable.

Refunds will only be issued after the returned product has been received and inspected.

6. Damaged Items & Product Issues

If your electric bike arrives damaged or has a manufacturing issue, please contact us immediately.

Please provide:

Order number
Description of the issue
Photos/videos of the product condition

Our team will evaluate the situation and provide an appropriate solution, which may include:

✓ Replacement parts
✓ Repair assistance
✓ Product replacement
✓ Other available solutions

7. Warranty Support

Many of our electric bikes and components are covered by manufacturer warranty policies.

Warranty coverage may include:

Motor issues
Battery-related defects
Electrical component failures
Manufacturing defects

Warranty does not cover damage caused by accidents, misuse, improper maintenance, or unauthorized modifications.

8. Exchanges

If you wish to exchange a product, please contact our support team.

Exchange requests depend on:

Product availability
Condition of the returned item
Approval from our team

9. Return Shipping Costs

Unless the product is defective, incorrect, or damaged upon arrival:

Customers are responsible for return shipping costs.
Original shipping fees may not be refundable.

For approved warranty claims or defective products, Ebike-Factory B.V. will provide appropriate assistance.

10. International Returns

Because Ebike-Factory B.V. ships worldwide, international returns may involve additional shipping costs, customs requirements, and longer processing times.

Customers outside the Netherlands should contact our support team before returning any product.