Return, Refund & Cancellation Policy
We want you to feel confident when purchasing from E‑Bike Garage. If your order arrives damaged, contains the wrong item or has a confirmed product defect, please contact us and we will work with you to find an appropriate solution.
This policy explains our return eligibility, return process, shipping responsibilities, refunds and order cancellations.
Return Window
Please contact us within 30 calendar days after the carrier marks your order as delivered.
Submitting a request within the 30-day period does not mean the return is automatically approved. We will review the order information, reason for return and supporting evidence before providing return instructions.
Returns sent without prior approval may not be accepted.
Damaged, Defective or Incorrect Items
Please contact us as soon as possible if:
- Your order arrives damaged
- You receive the wrong product
- Products or hardware are missing from your order
- The product has a suspected manufacturing defect
When submitting your request, please provide:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the shipping box and packaging
- A photograph of the shipping label
- A video, if it helps demonstrate the problem
An unboxing video is helpful but is not the only form of evidence we may accept.
Please keep the product, original packaging, shipping box, labels and included hardware until your request has been reviewed. Do not continue installing or using a product if doing so could cause additional damage or create a safety risk.
If we confirm that the item was damaged during shipping, defective or sent incorrectly:
- No restocking fee will apply
- E‑Bike Garage will provide a prepaid return label where available or reimburse reasonable return shipping that we approved in advance
- We will offer an appropriate replacement, missing component, repair support or refund, depending on the circumstances and product availability
Please do not return an item before receiving instructions from us.
Change-of-Mind Returns
We may accept a change-of-mind return if you contact us within 30 calendar days after delivery and the product is:
- Unused and uninstalled
- In its original condition
- Free from scratches, damage or modification
- Complete with all hardware, accessories and documentation
- Returned in its original packaging
For an approved change-of-mind return:
- The customer is responsible for return shipping
- A 10% restocking fee will be deducted from the refund
- Original shipping charges are non-refundable
- Import duties, tariffs, taxes, customs fees and carrier processing fees are non-refundable by E‑Bike Garage
We strongly recommend using a tracked and insured return service. Please keep the return receipt and tracking information until the return has been completed.
Non-Returnable Items
The following items are not eligible for change-of-mind returns:
- Gift cards
- Final-sale items
- Customized or personalized products
- Made-to-order products after production has started
- Products that have been installed, used, modified or damaged after delivery
- Products returned without required parts, hardware or original packaging
Sale, customized, made-to-order and final-sale items may still be eligible for support if they arrive damaged, are defective or were sent incorrectly.
Any product-specific return restriction will be displayed on the product page before purchase.
Return Process
To request a return:
- Contact us at support@ebikegarage.shop or through WhatsApp at +84 979 681 368.
- Provide your order number, reason for return and supporting photographs or video.
- Wait for our review and return authorization.
- Follow the return instructions and use the return address provided by our support team.
- Send us the return tracking number after the package has been shipped.
Please do not send returns to an address shown on the shipping label or website unless our support team specifically confirms that address for your return.
Return Inspection
Returned products will be inspected after they arrive at the return location.
We will check:
- The product’s condition
- Whether all components and hardware are included
- Whether the product has been installed, used or modified
- Whether the reported problem matches the returned item
- Whether the return was shipped according to our instructions
We will notify you by email after the inspection has been completed.
If the returned product does not meet the approved return conditions, we may reduce or reject the refund. We will explain the reason before completing the return.
Refunds
If a refund is approved, E‑Bike Garage will normally submit it to the original payment method within 3–5 business days after the return inspection is completed.
Your bank, card issuer or payment provider may require additional time to post the refund to your account.
Depending on the reason for return, the refund may be adjusted for:
- The applicable 10% restocking fee
- Original shipping charges
- Return shipping charges
- Missing components or hardware
- Damage not reported when the return was approved
No restocking fee or return-shipping deduction will apply when E‑Bike Garage confirms that the product was defective, damaged during shipping or sent incorrectly.
Import duties, tariffs, taxes, customs fees or carrier charges paid directly to government authorities or delivery carriers cannot be refunded by E‑Bike Garage.
If you have not received an approved refund after the processing period provided by your bank or payment provider, please contact us for assistance.
Exchanges and Replacements
Approved replacements are subject to product availability.
If the same product or variation is unavailable, we will contact you to discuss an alternative product, store credit or refund.
Replacement delivery times may vary based on inventory and destination. Tracking information will be provided after the replacement has been shipped.
Order Cancellations
Please contact us immediately if you need to cancel an order.
In-stock orders
If an in-stock order has not entered processing and has not been handed over to the carrier, we will make reasonable efforts to cancel it.
Any payment-processing fee that cannot be recovered from the payment provider will be disclosed before the cancellation is confirmed.
Once an order has been dispatched, it cannot be canceled. You may request a return after delivery, subject to the return conditions in this policy.
Pre-orders, made-to-order and customized products
Pre-orders may have product-specific cancellation terms displayed on the product page.
Made-to-order and customized products cannot normally be canceled after production has started. If production has not started, we will review the cancellation request and disclose any non-refundable production or payment-processing costs before confirming the cancellation.
Refused and Undeliverable Shipments
If a shipment is refused, cannot be delivered because of an incorrect or incomplete address, or is returned because required import charges were not paid, the customer may be responsible for:
- Original shipping charges
- Return shipping charges
- Customs or carrier charges
- Reshipment costs
After the package is returned and inspected, we will contact the customer to discuss reshipment or any refund that may be available.
Payment Disputes and Chargebacks
If you have a concern about an order or payment, please contact us first so we have an opportunity to help resolve the issue.
E‑Bike Garage reserves the right to provide order records, customer communications, tracking information and delivery confirmation when responding to a payment dispute or chargeback.
Nothing in this section limits any rights available to customers under applicable law or through their payment provider.
Contact Us
If you have questions about a return, refund, replacement or cancellation, please contact us:
E‑Bike Garage
225 Nguyen Tieu La Street
Dien Hong Ward, Ho Chi Minh City
Vietnam
WhatsApp: +84 979 681 368
Email: support@ebikegarage.shop
Website: https://ebikegarage.shop/
