At BKRE (ebikerepairfactory.com), we sell and support high-quality electric bikes, parts, and accessories. We want you to ride with complete confidence. Please read our complete return and refund policy carefully before placing an order.
1. Electric Bikes — 30-Day Return Policy
We offer a 30-day return window for Electric Bikes, starting from the date of confirmed delivery.
Return Requirements & Eligibility:
- Return Window: Return requests must be submitted within 30 days of receiving your product (based on tracking delivery date).
- Prior Authorization Required: You must first contact our customer service team at service002@ebikerepairfactory.com to obtain official return approval and the designated return warehouse address. Unauthorized returns will be strictly rejected, and BKRE is not responsible for any lost or returned packages sent without prior authorization.
- Tracking Number: Once the package is shipped, you must provide a valid tracking number and carrier details to service002@ebikerepairfactory.com.
- Condition: The bike must be in brand new, unused, and unworn condition with all original tags, accessories, keys, chargers, and manuals intact.
- Original Packaging: The product must be returned in its original box and complete protective packaging materials. We strongly recommend keeping the original box for at least 30 days after delivery.
2. Non-Quality Returns & Applicable Fees (Electric Bikes)
For change-of-mind returns, personal preference, or ordering the wrong model, return shipping is the customer's responsibility, and the original shipping cost and applicable restocking fee may be deducted from the refund.
- Self-Return to Designated Address: The customer is responsible for arranging and paying for return shipping directly back to our designated facility.
- Original Shipping Fee Deduction: The initial outbound shipping cost will be deducted from your total refund.
- 5% Restocking Fee: A 5% restocking fee based on the total e-bike purchase price will be deducted to cover multi-point safety inspection and repackaging.
- Refused Delivery / In-Transit Interception: If a package is rejected upon delivery (Refuse Delivery) or intercepted after dispatch, the outbound and return shipping costs, plus the 5% restocking fee, will be deducted from the refund.
3. Quality Issues & Shipping Damages
We stand behind our build quality and prioritize getting you back on the road quickly:
- Free Replacement Parts & Repair Support First: If the issue can be quickly resolved with a replacement part, we'll offer that as the fastest solution. If the bike has a serious defect that cannot reasonably be resolved, we'll arrange a return or replacement at no cost.
- Severe Damage / Defective Replacement: If the package arrives with critical shipping damage or a severe manufacturing defect that cannot be resolved via replacement parts, we will arrange a return or replacement at no additional cost to you.
- Exclusions (Non-Defect Conditions): Minor cosmetic imperfections (such as slight outer packaging wear, minor frame scratches, or light paint scuffs) and normal wear-and-tear components do not qualify for free returns or full refunds.
4. E-Bike Parts & Accessories — Final Sale
- All sales of replacement parts, components, conversion accessories, and electronics are final.
- Due to the technical nature and specific compatibility requirements of spare parts, we do not accept returns or exchanges for ordering errors, incompatibility, or change of mind.
- If you receive an incorrect or defective part, notify us within 7 calendar days of receipt.
5. Non-Returnable Items
The following items are strictly non-returnable and non-refundable:
- Custom-built battery packs and personalized/custom-made products.
- Clearance, blowout sale, or promotional giveaway items.
- Safety-critical components (such as helmets and protective gear) once unsealed.
- Products with damage caused by customer misuse, unauthorized modifications, crashes, or water exposure.
6. Order Cancellation Policy
- Standard Orders: You may request to cancel your order before it is dispatched or entered into production. Once the order has shipped, it cannot be modified or canceled and must follow our standard return process.
- Custom Battery Orders: Once the size, cell configuration, and technical specifications of a custom battery are confirmed, the order cannot be canceled, modified, or refunded due to the customized manufacturing process.
- Shipping Protection Insurance: Shipping insurance is refundable only prior to package dispatch. Once the shipment has been handed over to the carrier, the insurance fee cannot be refunded or canceled.
7. Refund Processing
- Once your return package is delivered to our facility and passes technical inspection, we will notify you of the approval status via email.
- Approved refunds (minus applicable shipping costs and restocking fees) will be processed back to your original payment method within 7 business days.
Contact Us
For return authorizations, compatibility questions, or after-sales assistance, reach out to our support team: