E-BIKE EXCHANGES

 

ONLINE ORDER EXCHANGES: Exchanges are allowed within 15 DAYS of receiving your e-bike. Shipping expenses and price difference of new item to be paid by the purchaser, if applicable. Item must not have more than 10km on the odometer and must be in ‘as new’ condition along with the original packaging. A Restocking and/or Admin fee may apply on a case by case basis as they will now be required to be sold at a discount. Exchanges are not permitted with purchase of a "Drop-shipped order",  "Clearance", "Open Box", "X-Demo", "Door Busters", "BOGO", or orders with custom modifications unless agreed to in writing by Alter Ego Bikes. If you purchased your product elsewhere, you must contact them and refer to their exchange policy. 

FACTORY OUTLET EXCHANGES: Exchanges are allowed within 15 DAYS of receiving your e-bike. Assembly and price difference of new item to be paid by the purchaser, if applicable. Item must not have more than 10km on the odometer and must be in ‘as new’ condition. A Restocking and/or Admin fee may apply on a case by case basis as they may be required to be sold at a further discount. Exchanges are not permitted with purchase of a  "Clearance", "Open Box", "X-Demo", "Door Buster", "BOGO", or orders with custom modifications unless agreed to in writing by Alter Ego Bikes. 

 

E-BIKE RETURNS | ORDER CANCELLATIONS 

 

ONLINE & IN-STORE PURCHASES: 

Unused electric bikes, parts, and accessories may be returned within 15 DAYS of the delivery of the product in the original non-damaged packaging for: 1) Store credit towards future purchase less shipping costs or 2) Refund of purchase price less a 20% re-stocking fee and shipping costs. You will be required to pay the return shipping cost of the purchase. We can help arrange return shipping through our courier network.

 

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 confirmed.

 

AFFIRM TRANSACTIONS: No returns or refunds.

 

BC E-BIKE REBATE:

As of June 1, 2023, the Government of British Columbia has implemented an E-Bike Rebate Program for all BC Residents. As per the BC E-Bike Rebate Program policies, returns are not allowed. This policy impacts BC residents only and will be in effect until the end of the Government Rebate Program initiative. We will not accept returns if your rebate application is rejected. Be sure to understand the rules of application and claim before making your purchase. 

 

All return requests must be submitted here.

 

PRE-ORDERS

Pre-Orders cancelled after 24 hours of purchase will be subject to a $150 Admin Fee.
Pre-Orders cancelled after 30 days of purchase will be subject to a 10% Admin Fee.
If we can't deliver a pre-order more than 30-days later than your initial delivery estimate, we will allow 100% 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 are allowed within 15 DAYS of receiving your product. To be eligible for consideration of a return, 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. 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:
Batteries, chargers, controllers, motors, displays, wearables, including but not limited to helmets, apparel, and hats are NOT eligible for a refund. 

 

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. 

 

AE does 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.