E-BIKE EXCHANGES

ONLINE ORDER EXCHANGES: 

Electric bikes may be exchanged within 15 days of the delivery date.

To qualify for an exchange, the e-bike must:

• Be in like-new condition.
• Have no more than 10 km on the odometer.
• Be returned with all original accessories and the original, undamaged packaging.
  
  

The purchaser is responsible for all shipping costs, as well as any price difference if exchanging for a higher-priced model.

A restocking and/or administration fee may apply on a case-by-case basis, as returned bikes may need to be discounted for resale.

Exchanges are not available for:

• Drop-shipped orders
• Clearance items
• Open Box products
• X-Demo models
• Door Buster promotions
• BOGO (Buy One, Get One) promotions
• Orders with custom modifications
  
  

Exceptions may be made only with prior written approval from Alter Ego Bikes.

If you purchased your product through one of our authorized dealers or another retailer, please contact the original place of purchase and refer to their exchange policy.

 

FACTORY OUTLET (IN-STORE) EXCHANGES: 

Electric bikes may be exchanged within 15 days of the delivery date.

To be eligible for an exchange, the e-bike must:

• Be in like-new condition.
• Have no more than 10 km on the odometer.
• Include all original components, accessories, and packaging.
  
  

If exchanging for a different model, the purchaser is responsible for any price difference, and any applicable assembly fees.

A restocking and/or administration fee may apply, depending on the condition of the returned bike and whether it must be discounted for resale.

Exchanges are not available on Clearance, Open Box, X-Demo, Door Buster, BOGO purchases, or orders with custom modifications, unless otherwise approved in writing by Alter Ego Bikes.

 

E-BIKE RETURNS & ORDER CANCELLATIONS 

Unused electric bikes may be returned within 15 days of the delivery date, provided they are in new, unused condition and returned in their original, undamaged packaging (if applicable).

Eligible returns may be processed as either:

1. Store Credit – Receive store credit for the purchase price, less the original shipping costs (if applicable).
2. Refund – Receive a refund of the purchase price, less a 20% restocking fee and the original shipping costs.
   
   

Customers are responsible for all return shipping costs. We are happy to assist in arranging return shipping through our courier network at competitive rates.

 

Return calculation as follows: 
(Total Price Including Taxes - 20%) - Shipping Cost = Expected Refund Amount

 

Online Purchase "Mistakes" within 24 hours of purchase:

5% Admin Fee as long as a shipping label has not yet been issued. If a shipping label has been issued, the cost of shipping will be deducted from the refund amount in addition to the 5% Admin Fee.

 

AVENTON ONLINE ORDERS: Can't be cancelled or changed once an order has been placed.

 

AFFIRM TRANSACTIONS: No returns or refunds once an order has been placed.

All return requests must be submitted here.

 

PRE-ORDERS

• Pre-orders cancelled more than 24 hours after purchase are subject to a $150 administration fee.
• Pre-orders cancelled more than 30 days after purchase are subject to a 10% administration fee.
• If we are unable to deliver your pre-order within 30 days of the original estimated delivery date, you may cancel your order and receive a full refund.

 

To request a refund on your pre-order, please email us at hello@alteregobikes.com and include the following information with your request:

 

• Order Number

• Full Name

• Reason for cancelation 

 

In the unlikely event where we are unable ship your pre-order within 90 days of our original estimated shipping time frame, we will allow a full refund. 

 

ACCESSORIES

 

Refunds and/or exchanges are allowed within 15 DAYS of receiving your product. To be eligible for consideration of a return or exchange, your item must be unused and in the same condition that you received it. It must be in the original packaging. Exchanges & Returns are only permitted when purchased from alteregobikes.com or our Factory Outlet Store location. You will be responsible for paying for your own shipping costs for returning your item (if applicable). If you receive a refund, the cost of return shipping, and/or shipping related fees (ie: brokerage, tariffs, etc) will be deducted from your refund. 

 

NOT ELIGIBLE FOR REFUNDS:

Thes items are non-refundable due to product specific reasons:

• Batteries
• Chargers
• Controllers
• Motors
• Displays

 

These items are non-refundable for hygiene, safety reasons:

• Helmets
• Apparel
• Hats
  

 

All return requests must be submitted here.

 

If you purchased your product elsewhere, you must contact them and refer to their policy.  

 

ORDERS FLAGGED AS FRAUD

If your order is flagged by our system as a 'Medium-High Risk of Fraud', we reserve the right to refuse to fulfill and will refund your order. If you feel that a refund was made by mistake, please email us at hello@alteregobikes.com. 

 

PLEASE NOT: We do not supply, sell or ship empty bike boxes for any purpose. 

 

Return Labels will only be provided by AE for complete bikes and/or battery return shipments. This shipping cost will be deducted from any applicable refund for the returning item.

 

For all other return shipments including but not limited to warranty claims/ issues/ testing/ troubleshooting/ servicing, etc., it is the responsibility of the customer to package and ship the item at their cost.