Refund policy

We have a 30-day return policy. Items must be unopened to qualify. Opened boxes cannot be returned.

Returns
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging and box. Box must be unopened with it's original seal. Any product returned without its original box or interior packaging or box has been opened, will not be accepted and if accepted will not qualify for a refund or exchange. You’ll also need the receipt or proof of purchase. Upon return a full refund will be issued less a $65 restocking fee + If paid using any of the following Shopify payments, a 2.9% + 0.30 cents (Shopify standard fee for Visa, Mastercard, Discover, Diners Club) OR a 3.9% + 0.30 cents + (Retail cost of item + 0.60%) for domestic OR a 3.9% + 0.30 cents + (Retail cost of item + 1%) for international (Shopify fee for American Express, commercial, corporates, business cards) transaction fee will be charged. If paid using Affirm, a 5.99% + 0.30 cents (Affirm fee) + an additional 2% (Shopify fee) transaction fee will be charged. If paid using Shop pay, a 5.90% + 0.30 cents (Shop pay fee) + an additional 2% (Shopify fee) transaction fee will be charged. The shipping cost amount for shipment of the item, if it has been shipped to the customer will be deducted from the total refund. It is the customer responsibility to ship the item back to us at the customers expense. If you request to cancel your order before it ships, we will issue a refund minus the non-refundable payment processing fee as described above.

By making a purchase on any item on our website, you are acknowledging and agreeing to all our policies. 

To start a return, you can contact us at info@eswitchybikes.com  If your return is accepted, the customer pays for return shipping. Items sent back to us without first requesting a return will not be accepted and the refund will not be issued.

Note: Some battery returns may require special documentation and packaging, and you may have to encounter extra fees. This is in order to correctly comply with lithium battery shipping regulations. For all return shipping, we require the local shipping service FedEx office, not all FedEx locations accept dangerous goods shipments, so we suggest you call the location first to make sure. Additionally, a "Declared Value" must be purchased for an additional cost through FedEx in order to insure the package in case of any damages OR theft during shipping. The "Declared Value" is the total cost the customer paid for the item. If declared value is not purchased and damages or theft occurs, the cost will be deducted from the customer's expense. 

You can always contact us for any return questions at info@eswitchybikes.com

Chargeback:
Unauthorized chargebacks for products purchased from E-Switchy through our website are treated as unpaid balances. A chargeback processing fee of $15 and an administrative processing fee of $35 will apply on top of the balance due. Failure to pay these amounts may result in referral to collections, reporting to credit bureaus, and legal action to recover the balance.

Collections & Credit Reporting:
Failure to pay an outstanding balance will result in your account being referred to a collections agency, which may report the balance to credit bureaus. This could negatively affect your credit score and may limit your ability to make future purchases with E-Switchy.

Damages, defects, and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. 

In case of a damaged item through shipping:

Returns based on damages are for replacement only. In case of damage, it is the customer's responsibility to contact the shipping carrier to file a claim by submitting pictures and filling out the necessary information including the total purchase price as the "value" of the item. Since the shipping carrier will send an inspector to the customer's location to visually inspect and verify the damages for approval, the customer must keep the item in its original packing. Once the damage has been approved by the carrier and the carrier has paid the shipper in this case "E-Switchy" the total full amount value of the damaged item, at this point the item is considered to be damaged due to shipping. E-Switchy will then email a return label to the customer in order for the customer to send back the damaged item. The customer may not return the item prior to this step. Once received, a replacement will be sent to the customer. 

We are not responsible for stolen packages after delivery confirmation. Once a package is marked as delivered by the carrier, the order is considered fulfilled.

In case of damage due to customer neglect: 

We do not accept returns for any damage caused by the customer during installation, riding, unpacking, or any other form of neglect occurring after delivery. Any applicable warranties will also be voided in such cases. The item will not be eligible for return or refund.

Even if a customer is capable of installing the unit themselves, we strongly recommend having the kit professionally installed at a bike shop to avoid potential issues.

In case of a defect in the item:

Returns based on defects are for a replacement only, a restocking fee will not be applied in case of a defective item. Initially, replacement parts will be sent to the customer, if the issue still persists only then the customer will return the complete item back on the customer's expense, once we receive the item and inspect it, either of the two scenarios below will apply:

If we confirm the issue is indeed due to a manufacturing defect, a replacement unit will be sent out to the customer. The customer will also receive a refund of the shipping label used to send the item back to us, paid up to a value of ($35). The item must include all original accessories, with tags, and in its original packaging and box. Any missing items will reduce the value of the refund amount.

However, if the item has been tested and is in a perfectly working condition without any defects in this case, the customer will not receive a replacement for the item and the item will be sent back to the customer. The customer will be responsible for the shipping label cost of the item being sent back to the customer.

We only cover parts under warranty. It is the customer’s responsibility to determine which part is needed by taking the kit to a professional e-bike shop for proper diagnosis. Our support team is limited in the level of diagnostic support we can provide remotely and therefore cannot accurately diagnose all issues. E-Switchy support can only suggest a part that may need replacement based on the information discussed with the customer, but further diagnosis by an e-bike shop is required to properly pinpoint the issue.

All expenses associated with diagnostics, labor, transportation, installation, or any related service costs are the responsibility of the customer.

Shipping Policy Disclaimer:

We are not responsible for stolen packages after delivery confirmation. Once a package is marked as delivered by the carrier, the order is considered fulfilled.

Signature confirmation and shipping insurance are available upon request prior to shipment for an additional charge. If these services are not arranged in advance, the customer assumes responsibility for any loss, theft, or damage after delivery.

Purchasing a wrong size wheel, purchased by mistake or item does not fit:

In most cases, the kit will fit almost all bicycles, trikes, and tandems bike. But it is the customer's responsibility to make sure the item will fit their bike by referencing our FAQ page "Will it fit my bike?", the Installation Guide page, and by getting in touch with us and we will do our best to help with figuring out fitment. If the customer returns the item or the item has been processed for shipping out to the customer, the item will be marked as a return, and therefore A) a $65 restocking fee will be applied plus B) the shipping cost amount for shipment of the item, if it has been shipped to the customer. C) If paid using any of the following Shopify payments, a 2.9% + 0.30 cents (Shopify standard fee for Visa, Mastercard, Discover, Diners Club, Shop Pay(without installments) OR a 3.9% + 0.30 cents (Shopify fee for American Express). If paid using Affirm, a 5.99% + 0.30 cents (Affirm fee) + an additional 2% (Shopify transaction fee) will be charged. If paid using Shop Pay Installments a 5.90% +0.30 cents will be charged. These fees in paragraph (c) will be deducted from the total refund amount regardless if the item has been shipped out to the customer or not. D) The customer is responsible for shipping the item back to us at the customer's expense. The item must be in its original packaging unopened and unused. A new order must be placed with the correct wheel size in a separate order before processing any refunds back to the customer. Please note: If a discount was applied for purchasing multiple kits (e.g., $100 off two units), that discount will no longer apply if one kit is returned, and the refund will be adjusted accordingly to reflect the standard single-unit pricing and eligible discount at the time of purchase. For California residents, in case the item "does not fit" we will need to send an installation professional to you to attempt to install the kit at no charge to you, if we are NOT successful to make it fit onto your bicycle in this case, the item will qualify for a return as per the above fees.

In case order placed is marked as High-Risk Fraud Detected:

If an order is flagged as High-Risk Fraud Detected, we will cancel the order and issue a refund, deducting the processing fee. The processing fee is typically between 2.9% + $0.30 to 5.90% +0.30 cents, depending on the payment method. Since credit card fees are charged by a third party, it cannot be refunded.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items.

It is the customer's responsibility to check proper fitment prior to making any purchase. A return request due to the item does not fit, will not be accepted.

Buyers must have the ability to view and read the installation instructions sent electronically or by brochure or video and follow all the steps necessary to complete a proper installation. A return request due to a buyer unable to properly make an installation will not be accepted. 

All special order items are final sale and non-refundable.

Special order items include, but are not limited to: custom-built wheels (including rear wheels and Brompton wheels), LCD displays, chargers, thumb or twist throttles, S2 and S3 batteries, S2 and S3 controllers, charging cables, and any replacement or individually requested parts for motors, batteries, or other components.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Warranty
30-day on parts only. The customer pays the shipping cost for defective item return as well as the shipping cost for outgoing delivery on part(s) requested for exchange. The manufacture's warranty is 1 year.

IMPORTANT INFORMATION ON ALL RETURNS (defects, damages, issues, and regular non-damaged returns)

Some battery returns may require special documentation and packaging, and you may have to encounter extra fees. This is in order to correctly comply with lithium battery shipping regulations. For all return shipping, we require the local shipping service FedEx office, not all FedEx locations accept dangerous goods shipments, so we suggest you call the location first to make sure. Additionally, a "Declared Value" must be purchased for an additional cost through FedEx in order to insure the package in case of any damages OR theft during shipping. The "Declared Value" is the total cost the customer paid for the item. If declared value is not purchased and damages or theft occurs, the cost will be deducted from the customer's expense. 

*Disclaimer: The actual product may vary slightly from the images shown on this website or any of our advertising campaigns. The actual colors may vary from those shown such as tier letters may be all in black, white, yellow, etc. The actual tier thread may be different from shown in the images. The battery logo may be lasered or stickered. All pictures on the website are meant to give an idea of the product only. Customers should not rely solely on images shown as those images are intended to give a rough idea of the product and NOT the exact item.

Furthermore, any installation times referenced on the website (including but not limited to “3-minute install,” “5-minute install,” or “8-minute install”) are estimates based on possible installation scenarios and are not guarantees of the time required for every customer or bicycle configuration. Actual installation time may vary significantly depending on numerous factors, including but not limited to the type and condition of the bicycle, compatibility, complexity of installation, modifications required, tools available or being used, mechanical experience of the installer, and troubleshooting or adjustment needs. Such references are provided solely as general informational estimates and should not be interpreted as a guaranteed installation timeframe or representation that all installations can be completed within the stated time.

You can always contact us for any return questions at info@eswitchybikes.com