Return & Refund Policy

We want you to be fully satisfied with your EilleoBike purchase. Please review our cancellation and return policies below.

Cancellation Policy

How to Cancel:
To cancel your order, please log in to your EilleoBike account, go to "My Account," find your order under "Order Details," and click "Cancel Order."
Cancellation Window:
You may cancel your order within 3 hours of placing it. After this window, orders are processed quickly and cannot be canceled.
If Shipped:
If your order has already shipped, it cannot be canceled. Please accept delivery and follow the return process below if you wish to return your item.

Note: Rejecting a shipment or failing to follow the return process may result in loss or rejection at our warehouse and could void your eligibility for a refund or replacement.

30-Day Return & Exchange Policy

We offer returns and exchanges within 30 days of delivery under the following conditions:

Product Condition

The product must be unused, with all original tags attached, and in its original packaging.
The e-bike must have less than 10 miles on the odometer.
All included accessories, gifts, and keys must be returned. Missing keys will incur a $50 charge.
If the original packaging is missing or damaged, replacement packaging must not exceed 61"x12"x39". Oversized packaging will incur a $100 surcharge.

Return Fees

Return shipping: $120 per e-bike, paid by the buyer.
Restocking fee:
- 30% of the order value if the product is used, has more than 10 miles, or is not in original condition.
- Failure to return all accessories/gifts will result in deduction of their original value.
Late drop-off: If you deliver the return to the logistics provider more than 7 days after receiving the return label, a $12 late fee will be deducted.

Inspection & Refund

All returns are subject to a quality inspection, which may take up to 12 business days.
Refunds will be processed within 5 business days after inspection and credited to your original payment method.

How to Initiate a Return

Contact Us:
Email support@eilleobike.com within 30 days of delivery. Please use the subject line "[RETURN REQUEST]" and include your order number.
Authorization:
Wait for our authorization and prepaid return shipping label. Do not ship items back without approval.
Prepare the Product:
Ensure the bike is in original condition, with all accessories, gifts, and packaging included. Take photos of the odometer, packaging, and dimensions.
Ship the Product:
Drop off the product to the logistics provider within 7 days of receiving your return label.

Non-Returnable/Non-Refundable Items

The following are not eligible for return or refund:

Batteries (unless defective out of the box)
Gift cards or gifted orders
Products purchased from unauthorized resellers
Items damaged due to misuse, improper assembly, or human error

Accessories & Replacement Parts

Accessories and replacement parts may be returned within 30 days of receipt if unused, unopened, and in original packaging.
Customers are responsible for shipping costs both ways.

Pre-Orders & Backorders

Payment is collected immediately for all pre-orders and backorders.
Orders may be canceled within the 3-hour window; after that, standard return policy applies.

Refused Shipments

If you refuse delivery, a 15% handling fee will be deducted from your refund.
Orders that have shipped cannot be intercepted or canceled. Please notify EilleoBike of any shipment refusal to avoid refund delays.

Important Notes

Do not ship any items back before receiving approval and a return label from our support team.
Returns are only accepted for purchases made directly through EilleoBike.com. Purchases made through dealers or other channels must be returned to the original seller.
Providing false return information may result in additional fees or denial of your return.

Contact Us

Email: support@eilleobike.com
Phone: +1 (808) 809-6610 (Monday–Friday, 9:00 AM – 5:30 PM PST)

If you have any questions, our customer service team is here to help!