Refund policy

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

Before initiating a return, please review our return policy and contact our customer support at support@burchdabikes.com. Please note that we will not accept any returns that have not been pre-approved by our customer service team. If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package.

Return Conditions & Fees

Generally, to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. However, for E-bikes, we apply the following specific conditions based on the reason for return:

1. Quality Issues & Warranty Service

For any product quality issues, our priority is to provide free after-sales warranty service (including free replacement parts and technical repair guidance). We do not accept direct returns for easily repairable issues.

  • Resolution Process: You must take photos of the item in its original packaging and provide clear pictures or videos of the issue to our Support team. We will diagnose the problem and provide the necessary parts for free.
  • Returns for Severe Issues: Returns or full refunds for quality reasons are strictly limited to extreme circumstances, such as severe safety hazards that cannot be resolved through our warranty service. If a return is approved within 30 days for such issues, we will offer a free return or exchange.
  • Over 30 days: Returns are not acceptable under any circumstances. Quality issues will be handled exclusively through our warranty service, or by offering a partial refund/exchange depending on the situation.

2. Non-Quality Issues (Buyer's Remorse)

For returns not related to product quality, specific conditions and fees apply. Returns are only permitted within 30 days of receiving the item:

  • Condition A (Unopened or Odometer < 10 miles): The e-bike must be in its original packaging, unopened, or have less than ten (10) miles on the odometer. It must be free of wear and tear, dirt, or signs of use, and include all original accessories (charger, keys, hardware, etc.). A flat $300/pc shipping and handling fee will be deducted from your refund.
  • Condition B (Used or Odometer > 10 miles): If the e-bike has been used, has over 10 miles on the odometer, or shows signs of use (but has no quality issues), a 30% depreciation/restocking fee based on the purchase price will be deducted from your refund.

3. Accessories & Parts Fees (Non-Quality Returns)

  • General Small Items (e.g., standard replacement parts): $20/pc for a return.
  • Front and Rear Basket, Front Rack, and Saddlebag: $30/pc for a return.
  • Large Volume Items (e.g., Front Fork, Rear Rack, Mudguards): $40/pc for a return.
  • E-bike Batteries: $50/pc for a return.
  • Extra Large Volume Items (e.g., Bike Trailers): $70/pc for a return.

Order Cancellations & Address Changes

  • Cancel before shipment: A 5% processing fee will be deducted from the total amount. This fee is charged by the payment gateway, platform, or bank immediately at the moment the order is placed, and it is non-refundable to the merchant.
  • Cancel after shipment: Customers need to pay a $150 shipping charge per bike.
  • Refuse to accept the package: Customers will be charged a $150 shipping fee per item, or must pay an extra $150 if they wish to have it resent.
  • Change delivery address: Customers need to pay an extra $20 per item after the order has been processed.

Damages, Missing Items, and Exceptions

  • Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
  • Receive wrong goods: You have two options:
    1. FREE to exchange for the correct item or receive a full refund.
    2. Keep the item you received and get partial compensation. If there is a price difference between the item ordered and the item received, we will refund the overcharge or you will need to pay the shortage.
  • Damaged or missing accessories: Free replacement parts sent, or accept a partial refund.
  • Package cannot be delivered or missing: Accept free resend or full refund (Subject to carrier investigation).
  • Refund difference price: We accept a partial refund for price differences within 14 days of purchase. Over 14 days is not acceptable (within 30 days, but we may send a free gift).

Non-Returnable Items Include, But Are Not Limited To:

  • Products from Unauthorized Resellers.
  • Damage caused by human error.
  • Special orders or customized items.
  • Sale items or gift cards.
  • Giveaways or free items.
  • Perishable goods, personal care goods, and hazardous materials, flammable liquids, or gases (Note: Pre-approved E-bike batteries are exempt from this restriction).

Exchanges

If you wish to exchange an e-bike, it must be unworn, unopened, unused, and have less than ten (10) miles on the odometer:

  • Within 30 days (Same model, different color): $200/pc for the return.
  • Within 30 days (Different model): $200/pc for the return, and you must pay the corresponding price difference.
  • Over 30 days: Not allowed for an exchange.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refund Processing & Return Prerequisite

Physical Return Required: A physical return of the merchandise to our designated warehouse is a strict prerequisite for any refund. Customers must fulfill their obligation to return the item before any funds are released. Retaining the physical product while demanding a refund (including initiating a bank dispute or chargeback before returning the item) violates this policy.

Inspection & Processing: Once we have received and thoroughly inspected your returned goods to ensure there are no unauthorized damages, missing components, or signs of improper use, we will notify you of the approval or rejection of your refund. If your return is approved, we will process the refund within 3 business days.

Receiving Your Funds: If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@burchdabikes.com.