Eunorau EKIDS16 1.0

Returns & Exchanges Policy

At Offroad Ebike Source, we understand that purchasing high-ticket equipment is a considered decision. This policy is designed to clearly explain how returns, exchanges, and refunds are handled so you can shop with confidence and know exactly what to expect.

Policy Overview
We stand behind the products we sell and aim to be fair, transparent, and responsive in every situation. Returns and exchanges are accepted when eligibility requirements are met and the proper process is followed.

Policy Quick Summary

• 📅 Return Window: 30 Days from delivery
• 💰 Restocking Fee: 20% (Applies to remorse returns only)
• 🚚 Return Shipping: Customer pays for remorse; Store pays for verified defects
• 📦 Outbound Shipping: Original shipping costs ($150) deducted from remorse refunds
• ✅ Item Condition: Must be new, unused, and in original packaging

Return & Exchange Eligibility
Returned items must be new, unused, and unaltered, with all original packaging, manuals, components, and accessories included. Products showing signs of use, installation, modification, or damage unrelated to shipping may not be eligible for return or exchange.

Return Window
Return requests must be initiated within 30 days of delivery. Requests submitted outside this window may not be approved.

Return Shipping Responsibility
For returns due to buyer’s remorse or preference changes, the customer is responsible for all return shipping costs, as well as the original outbound shipping charges. Our FREE SHIPPING offer only applies in the case of a completed sale. In the case of a return for remorse, the actual original shipping cost incurred by Offroad Ebike Source (typically $150) will be deducted from your refund.
If the return is due to a defective item or an error on our part, Offroad Ebike Source will cover all associated shipping costs.

How to Start a Return or Exchange (RMA Process)
All returns and exchanges require prior authorization. To begin, email returns@offroadebikesource.com with your order number and reason for the request. Our team will provide return instructions once eligibility is confirmed. Items returned without authorization may be refused.

Damaged or Defective Items
If your order arrives damaged or defective, please notify us as soon as possible so we can resolve the issue promptly. We will ship free of charge to you any replacement parts damaged in delivery.

For freight (LTL) deliveries, damage must be reported within 72 hours of delivery.
For small-parcel shipments via UPS or FedEx, damage must be reported within 10 days of delivery.

Please include clear photos of the packaging and the item itself. Failure to report damage within these timeframes may limit our ability to file claims with the carrier.

Refund Processing Time
Once a returned item is received and inspected, approved refunds are processed within 7 business days. Refunds are issued to the original payment method. Processing times may vary depending on your financial institution.

A 20% restocking fee applies to approved returns that are not the result of a defect or our error.

Our Error vs. Customer-Initiated Returns
If a return is required due to an incorrect item shipped or a verified product defect, we will cover all shipping costs and no restocking fee will apply.
Customer-initiated returns are subject to restocking fees and shipping costs as outlined above.

Exchanges Process
Exchanges are subject to product availability and eligibility approval. Customers are responsible for all shipping costs associated with exchanges unless the exchange is due to a defect or fulfillment error.

Final Reassurance Statement
Our goal is to make every purchase with Offroad Ebike Source feel secure and straightforward. If you have questions about this policy or need help with a return or exchange, our support team is ready to assist at returns@offroadebikesource.com. We value long-term relationships and are committed to handling every request with professionalism and care.