Return & Refund Policy
Purchase Notice
Before placing an order, please be sure to confirm the product details. If you have any questions, feel free to contact our fast-response customer support. Please also pay special attention to the compatibility between accessories, batteries, and your bicycle.I. Unreceived
Goods - Cancellation & Return Rules
● Before Shipment
You can request a full refund by canceling your order before it leaves our warehouse.
● Eligible for Full Refund: The cancellation request is submitted before the physical handover to the logistics provider.
● Ineligible for Interception: Once the package has been handed over to the carrier (even if the tracking number shows "not picked up" due to system delays), the order is deemed shipped and cannot be recalled. Please follow our "After Shipment Return Policy" to process a standard return after receipt.
● After Shipment
If an order is cancelled or refused after shipment, you will be responsible for round-trip shipping costs (see fee table), even for “free shipping” orders.
Unfortunately, orders that have already been processed in the warehouse or dispatched cannot be intercepted or cancelled. Thank you for your understanding.
● Important Reminder
E-bike parcels:
If you have not received your e-bike parcel, please contact us promptly for assistance.
II. Received Goods - Return Rules
Important Notice
Please keep the original packaging and packing materials for at least 15 days after receipt for possible repair or return use. Otherwise, you may need to purchase packaging materials yourself.
If you have any questions, please contact: eu.service@eazion.com
● Unopened Original Packaging Products
1、Return Period
● E-bikes can be returned within 7 days from the date of signing for delivery.
2、Product Condition
● Must be brand new condition
● Original unopened packaging must be kept
● Must not affect secondary sales
3、Shipping Cost
● You are responsible for round-trip shipping costs. One-way shipping fee is €170, round-trip €340
● Shipping costs will be deducted from the refund●
4、Opened Products
1.1 Return Period & Conditions
● Within 7 days of receiving the e-bike, if there are no signs of use and it does not affect resale, a no-reason return is supported. Full vehicle photos must be provided, and the buyer bears round-trip shipping costs. If the returned bike affects resale, a full refund cannot be issued and a partial refund will be applied based on actual condition.
● Within 7 days of receipt, if the e-bike is damaged during transportation and cannot function properly, the customer may provide evidence to customer service for unconditional return.
● "Within 15 days of receipt, if the product experiences a functional failure due to manufacturing quality issues (which cannot be resolved by replacing parts), you are eligible for an unconditional return or a replacement negotiated with our customer service. Please note that the bike must be returned to our warehouse before a replacement can be dispatched.
Upon its arrival, our technical team will conduct a thorough inspection. If a quality issue is claimed but no manufacturing defects are found, the buyer will be responsible for the standard return shipping fees (subject to the carrier’s invoice) and a restocking fee. We are committed to communicating with you transparently throughout this process. Once a quality claim is officially confirmed, we will immediately arrange your replacement."
2.2 Return Costs
In the following cases:
● Product does not fully meet expectations (e.g., overlooked product details)
● Buyer may return the product， actual return shipping fee will be deducted.
3.3 Orders Using Discount Codes - Refund Rules
For products purchased using discount codes:
● Whether returning one item or multiple items
● For orders purchased with coupon codes, the refund will be issued based on the actual amount paid by the customer.
4.4 Return Process
Important Notice
All returns must first be approved by customer service: eu.service@eazion.com
Returns not following the process will not be refunded.
III. Procedure Steps
1. Submit Request
Contact eu.service@eazion.com to submit a return request
● Required: videos and photos
● Proof of packaging and product condition
2.Review
Review will be conducted based on order information and product condition
3.Obtain Return Label & Ship Back
● We will provide a return label (in some cases, customers may need to ship it themselves)
Note: When returning goods, once the courier arrives, the return shipping fee will be charged regardless of whether pickup is successful. If cancellation is needed, please notify us one working day in advance. A €2 label issuance fee will be charged for cancellation.
4.Refund
● After receiving and inspecting the returned product
● Refund will be processed within 7 working days
● Please note that refunds cannot be initiated while the product is still in transit.
IV. Return Shipping Fee Standard
● E-bike
● One-way shipping fee: €170
● Round-trip shipping fee: €340
V. Product Failure Issues
1.Within Warranty Period
● Part costs and shipping costs are covered by EAZION
2.Out of Warranty Period
● Customers must bear part costs and shipping costs. However, photos/videos and shipping tracking number must be provided.
Please note: Costs vary depending on different parts, and shipping fees vary depending on destination.