Refund policy
We want you to love your purchase, but if an item fails to meet your expectations, please carefully read our return and refund policy below.
Order Cancellation:
Please note, once an order is placed the processing begins immediately, you have 24 hours to reach out to our team in order to cancel your order without restocking fees.
Any unshipped orders (including pre-orders but excluding custom orders) can be cancelled, prior to shipment for a full refund. Refunds will be returned to the method of payment used for the order. If an order was partially fulfilled, then any unshipped portion of the order will be eligible for free cancellation with a full refund.
Bike Return:
You are eligible for a refund within 7 days starting from the day you receive your ebike. The bike must be returned in the original box. Freight cost for returned bikes is at the client expense.
You are required to return your ebike in the same condition it was received and packed in its original packaging within 7 days following your ebike delivery. Once returned in our warehouse, the ebike will be subject to inspection and if deemed unsellable, has signs of heavy use or tear, or not in it’s original condition, it will be sent back at the customer's expense.
If packaging is damaged upon arrival, please take photos and videos from as many angles as necessary to fully show the damage of the packaging and send us the photos and videos for review and guidance on how to proceed. If the box arrives damaged, do not open the box until we have advised you that is is OK to do so.
Parts or Accessories Return:
You have 7 days after delivery to return any unused part or accessories purchased on the CARBO PORTAL Shop https://portal.ridecarbo.com/shop/. There is no restocking fee but we do ask that you pay for return shipping. Refund is processed once we receive and inspect returned accessories.
To qualify for a return:
- The item(s) must have been purchased from https://portal.ridecarbo.com/shop/
- The item(s) was delivered no more than 7 days ago.
- The item(s) must be in its original packaging.
- Your return must have been approved with us through a support ticket submitted via your portal at portal.ridecarbo.com
The refund will be applied to the original card used in the transaction once the returned bike arrives to our facility, and is fully inspected within 3-5 business days.
Any products not used, damaged or altered in any form within 7 days of delivery and in its original packaging is eligible for a return. Bike parts and accessories that have been mounted to a bicycle can not be returned/exchanged. Returned merchandise must include all original packaging, and must be in its original package to avoid shipping damages and additional restocking fees. Restocking fees of $200 are deducted from funds returned to your original payment method.
Please note, that we reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
Returned items will be checked by one of our specialists to ensure they meet the criteria set out in this Returns and Refund policy. Please note if you return items which are outside our Returns and Refund policy we will be unable to process a full refund. We will contact you in such circumstances.
We cannot offer exchanges for unwanted items; please place a new order for any alternative items you require. All refunds will be issued to the original payment method on the order within 3-5 working days of receipt at our warehouse and once the item has been checked by one of our technicians.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return. For more information regarding our limited warranty and claims process, please review our Terms and conditions policy.