Important Tips
Please retain the original packaging of any electric bicycle for at least 14 days after delivery, even if it was damaged in transit. We strongly recommend keeping the packaging in case you need to return it, as it significantly simplifies the return process and saves on costs for double packaging. Note that the expected range on a single charge for our electric bicycles is only an estimate and not a guarantee. Many factors can affect the actual mileage of the electric bicycle battery, such as battery life, temperature, assistance level, speed, payload, weight, and terrain. Under the right conditions, it is possible to achieve a range below the expected minimum or above the expected maximum.

Order Cancellation
We cannot guarantee that your order cancellation request will reach the shipping warehouse in time to stop your shipment, so please inform us of your cancellation request as early as possible.

Order Returns
We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

Returns are not allowed 30 days after delivery.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with the odometer for electric bicycles reading less than ten (10) miles. It must include all items in the box (charger, keys, hardware, etc.) as well as the original packaging. You’ll also need the receipt or proof of purchase.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right. We offer specific compensation amounts for various types of damage:

• Exterior Box Damage: $15
• Minor Scratches on Interior: $10
• Accessory Damage during Transit: $30
• Severe Electrical Malfunctions: $50
• Major Damage to the Entire Vehicle: $999

Prompt reporting of any issues ensures that we can quickly resolve them and provide the appropriate compensation.

To start a return, you can contact us at support@ecoe.store. 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.

Note: The return address and shipping address are not the same; please do not return the package directly to the shipping address.

Items sent back to us without first requesting a return will not be accepted. EcoE does not cover the shipping cost for customer-initiated returns without a request.

For any return questions, you can always contact us at support@ecoe.store.

Non-Quality Issue Return Shipping and Handling Charges

• Electric bicycles: $140-160 per item for returns (specific charges depend on the actual situation of the courier company)
• Electric bicycle batteries: $30 per battery

Exchanges are not allowed after 30 days.

How to Receive a Refund
If you confirm you want to return and request an exchange or a refund, you can contact our support team for a return label. We will refund or dispatch an exchange upon receipt of the returned package.

Refunds will be made via the payment method used for the order.

For returned items, we require 3-6 business days to process solutions upon receipt of your item.

The warranty department will assess it, and if approved, you will be automatically refunded via your original payment method. Please understand that your bank or credit card company may also need time to process and post the refund.

If the bicycle does not pass the inspection, we will contact you to explain why it does not meet the terms and conditions and whether any fees are required.

After this, we will refund within 3 business days.