Eilleo US-11 Electric Bike Throttle handle

If you’re not fully satisfied with any part of your purchase or gifting experience, please review our return policy below. We aim for you to be pleased with your purchase.

 

Cancellation Policy

We process orders quickly to get them to you as soon as possible. After placing an order, please confirm your address, phone number, and order details promptly.

Orders generally ship within 1 business day, so you can cancel your order before it ships. However, once the order has entered the processing queue, we’re unable to make changes. If you notice an error with your purchase, contact our customer service team right away.

 

Return Policy

We offer a 15-day return policy, giving you 15 days from the date of delivery to request a return.

• Wrong Item(s) Shipped: If we ship the wrong item(s), we’ll cover the shipping fees for returning the incorrect product and delivering the correct one.
• Defective or Damaged Products: If there are any quality issues, such as defects or damages, we will cover return shipping fees for the defective item and delivery of a replacement.
• Other Returns (Change of Mind): For returns due to personal preferences, customers are responsible for the return shipping fees.

Refund for Quality Issues

Return Period	Policy
Within 15 Days	Free return or exchange for defective products (shipping fee not refundable).
After 15 Days	Returns not accepted; exchange for a new product or partial refund offered.
Documentation Required	Photos of the item in original packaging must be provided to the Product Support team.

 

Refund for Non-Quality Issues

• Refunds available within 15 days if the item is unworn, unopened, unused, and in original packaging with all included items (charger, keys, hardware, etc.). A fee equivalent to 15% of the order amount will be deducted from the refund.
• If the product has been opened and used, additional fees may apply based on the level of use, and the return may be refused.

 

Reimbursement for Quality Issues

Condition	Reimbursement Policy
Eligibility	For defects identified within 1 year, contact support@eilleobike.com with photos/videos showing the defects.
Repair Assistance	If unresolved, bring the item to a local bike repair shop.
Reimbursement Requirements	- Valid digital/printed repair invoice (handwritten invoices not accepted).
Reimbursement Limit	- Reimbursement cannot exceed twice the cost of the repair parts.
Replacement Limit	- Only one replacement per part; further damage will not qualify for additional exchanges.
Assessment	EilleoBike reserves the right to determine if an issue is a defect or due to normal wear and tear.

 

 

Return of Unused Items Within 15 Days of Receipt

To qualify for a full refund (excluding return shipping fees) without a restocking fee, unused items must be returned within 15 calendar days with the original receipt. Once our RMA department has inspected the item, refunds will be issued to your original payment method within 5 business days. Please note that customers are responsible for the return shipping costs unless the item was delivered in error.

• Opened and Used Products: If a return is requested for an opened or used product, additional fees may apply, depending on the level of use. We reserve the right to deny returns for used products.

• Returns After 15 Days: Returns are not accepted after 15 days from the delivery date.

 

Refused Shipments

If you refuse delivery of an order, we reserve the right to charge a 15% handling fee. Orders that have shipped cannot be intercepted or canceled. Any refused delivery returned to us will be processed as a return, and a refund will be issued to your original payment method. Please notify EilleoBike of any shipment refusal to avoid refund delays.

 

Before Returning

To qualify for a return, please make sure:

1. Products are in their original, unused condition with all original accessories and packaging.
2. Products are undamaged, complete, and show no signs of use.
3. The product is fully functional, with no defects affecting its operation.
4. The e-bike has less than 10 miles on the odometer.

To help us process your return, please provide:

• Phone number
• A photo showing the odometer reading
• A photo of the return packaging and dimensions of the item

Without this information, we cannot process your return. Providing false information may result in additional fees.

Return Procedures and Timing

Please contact our customer service team at EilleoBike Contact Page. We’ll respond to your email and keep you updated throughout the process. An RMA number isn’t required for returns, and we do not accept cash on delivery (COD) for returns. Refunds are typically processed within 72 hours of receipt and should appear on your next bank statement.

 

Return Shipping Cost

Return shipping costs are non-refundable, and you will be responsible for these costs. For e-bikes, we recommend using a trackable shipping service or purchasing insurance, as we cannot guarantee receipt of returned items.

 

No Bike Shop Returns/Exchanges

Please note, we only accept returns for purchases made directly through our site. Returns for items purchased through distributors, partner bike shops, or other channels should be handled through those sellers, according to their return policies.

 

If you have any questions, feel free to reach out to us:

• Email: support@eilleobike.com
• Phone: +1 (808) 809-6610 (Available Monday–Friday, 9:00 AM - 5:30 PM PST)