Satisfaction Guarantee

We offer guaranteed satisfaction on all our products and services. We understand your enthusiasm for receiving a perfect product as soon as possible which is why we provide in-depth free technical sales support to prevent any discrepancy.

Ordering

We are here to help you get the best product match possible . You may get help from our experts to select the right product before commit to order.

Orders may take 1 to 3 business days to be processed.

In case of shortage in any ordered parts that may cause delay, that might be communicated within this time frame.

We accept all major credit cards (VISA, MASTER CARD), Cash, e-transfer, money order, cheque are accepted too, however delivery will be done after money is deposited.

Once you completed a purchase transaction with us, you may not legally request a charge back at any time through your credit card supplier or this will be considered a fraud and will be prosecuted. In-case of any discrepancy or issues on your products, you must take our customers service measures to reach to a solution or get your refund.

Sales tax for Canadian consumers is calculated based on the place of residence.

USA customers do not pay any sales taxes. Normally for orders under $600USD there is no custom duties. Beyond that limit there might be duty charges. You need to update with the latest US custom regulations.

By placing an order via phone, chat, email, online store, in-store, through our dealers or re-sellers or buying second hand you are agreeing to our terms of service.

If you do not agree to these terms and conditions, please do not use this website or do not buy our product and service.

This document is superior to any other general terms and conditions shared on marketplaces and retailer of ENVO or EbikeBC products.

These terms of use are subject to change at any time.

Prices and availability of products are subject to change without notice.

Ordering Demo or Pre-Owned Products

At EbikeBC, our Demo/Floor model products come with a 3-month warranty, whereas pre-owned items do not include any warranty and are ineligible for returns or exchanges. However, you have the option to purchase an additional year of warranty for $60 on all bikes within 10 days of purchase, which will extend the total warranty period for both demo models and pre-owned bikes to 1 year.

Demo bikes might have been shown in our showrooms and used for test rides. They might come with few mileage (less than 100Km) and minor missing part or scratches.

Pre-Owned bikes might come with major scratches and they might have some missing parts like racks or lights. Also they might come with mileage of more than 100Km on their odometer.

Understanding of our customer service

Our highest priority is to provide you the best customer service to bring you more trust and eagerness towards using the new and green technologies in personal transportation. Our customer service is not passive; we will be engaged with you through all ordering or service procedure. We may have in depth conversation with our client about their requirement or problems which differentiates us from common “No-Question” customer service model offered by Amazon or department stores. We are real hardworking people who try to bring great products and services to you no one else does.

You might lose some functionality of your transportation in the middle of no-where in the cold or wet. You might be caught by a time-consuming technical challenge or have to troubleshoot because of an electric failure. You may require providing some technical information to resolve an after-sales service issue that is beyond your expertise. It might all be frustrating, and we understand that. No one can guarantee your product won’t fail. We mind your final satisfaction at the end of the journey as well as respecting our staff and peaceful business atmosphere. We call all your patience and understanding in those occasions.

Our warranty or technical service on our house brand products such as ENVO electric bikes and conversion kits are hassle free. ENVO products have proven less than 0.5% motor defects, less than 1.3% Battery defects, less than 2% controller defect which makes our warranty a no question deal; yet we need to understand the roots to optimize our products.

Return and Exchange

All new ENVO products purchased online or in-store have a 10-day right of return. 
A 5% handling and re-stocking fee will apply to all eligible online order returns.
A 10% handling and re-stocking fee will apply to all eligible in-store tested and purchased product returns.

All parts shall be unused, undamaged, unscratched, clean in the original package, and resalable to be eligible for a return and full refund.

All pre-owned products are sold 'as is' and are not covered by any "warranty" or " return policy", however warranty can be added with an extra charge.

All Demo products are covered by 90-day limited warranty from the date of purchase can be extended by extra cost. Furthermore, these products are not covered by our standard return policy and are not eligible for return.

A product that has been used more than 5km is considered used and not eligible for a full refund.

Packing and shipping expenses (including free-shipping deals) as well as any labor or fees involved in the customized order are not refundable.

You will need to communicate the return issue with us through our ticketing system prior to any shipment. Customers are responsible for safe delivery and shipping costs for both directions.

Any customization labor, cost of modified parts as a matter of customer’s request, installation fee, service or tune-up fee, delivery or shipping, special parts add-ons purchased from a 3rd party, discount given, handling and re-stocking fees, will be calculated in the refund amount.

If you have received the wrong product or products with missed parts as a matter of a mistake by our fulfillment, you will get the missed components or replacement without any extra charge and we will pay you the components return shipping cost. The final invoice is the reference to know who is responsible for the mistaken order or delivery.

Minor inconsistencies such as the type of connectors, sensors, the shape of the headlight, color of parts or products being different than in pictures, e.g. silver or black motor, rack, tire, battery, etc. will not be accepted as a matter of free exchange claim. Such optional requests will be handled based on stock availability.

In order not to impose dis-satisfaction for those customers whose products are not eligible for a return, but for elidable reasons are unable to use their product and yet require returning, we may offer reduced-price store credit or refund evaluated by head-on tech dept. This may be more helpful for refunds of barely used products or those that just passed the limits of eligibility. The offered price may vary between 95% to 75% of the retail value of the same product in the same condition, as determined by our sales manager.

Refunds will be initiated after products arrive in our warehouse and pass all checks and tests. This process may take 2 days up to 2 weeks in our warehouse depending on work traffic.

Payments will be processed through the same payment method originally purchased. Please be patient take all security measures and make sure you are not sharing the credit card info through emails, chat, and unverified phone calls.

Refunds

Refunds will be initiated after products arrived in our warehouse and passed all checks and tests. This process may take 2 days up to 2 weeks in our warehouse depending on work traffic.

Payments will be processed through the same payment method originally purchased through. Please be patient and take all security measures and make sure you are not sharing the credit card info through emails, chat and unverified phone calls.

Conversion kits, Pre-owned bikes and batteries purchased at clearance prices do not come with a warranty or return policy and are final sale, except in cases where there is a defect upon receiving the order.

Help Center

We have a dedicated Help Center including troubleshooting guide and user’s manual to help customers maintain and fix they system in case of errors or failure. You are required to go through the guides and if the solution is not achieved contact our customer service through our ticketing system, providing all observations for our technicians to help figure out the issue.

Ninety Percent of cases can get to a solution at this stage by knowing the problem even without need for sending any replacement part.

In case the issue is not diagnosed by standard ways; for our hub motor kits, ENVO ebikes, and other house brand products, since the electrical system is a modular and easy access, we would be able to send you replacement parts such as controller to swap and test and return the defective one. You may be required to purchase the parts initially and pay for the shipping costs. You can return the unused parts for full refund later on.

For some systems like Bafang mid-motors, Li-Ion battery packs, Bosch motors, Shimano motors, BionX, Inmotion or Ninebot robot scooters and other sophisticated and non-modular systems if there is no error code or no one to do electrical tests, we will not be able to diagnose or provide a solution remotely and require you to send back the components for test and repair.

Customers require to understand level of technical knowledge or tools they should have to recover their system remotely and safely with our assistance.

If at any stages of the diagnostics or even after parts replacement, it tuns out to be a part intrinsic defect within the warranty criteria; we will refund the cost of purchased component as accepted by warranty validated by head of technical dept.

Demo Ride

We may provide demos for customers to test ride before purchase. This is normally available at our central showroom or our dealers.

This is to let customers to understand the products at best level. Customers who apply for a test ride need to read the demoing and test ride terms & conditions carefully and sign it beforehand.

Make sure you understand the risks of riding those products and your liabilities and our disclaimer.

Liability Disclaimer

EbikeBC assumes no responsibility beyond quality control of products/components in-house or in manufacturing facilities, supplier selection and final testing before delivery of the products including Li-Ion battery packs, street or non-street products. All customers should fully understand their product and maintenance and safe keeping/use of the products/components. Literature provided on our website and manuals are there for this purpose, yet hazard scenarios might not be limited to those foreseen.

Our responsibility and liability of a defective component or errors and omissions of service is limited to part replacement or fee waiver of repeated service in-case. We will not be liable for any property damage, personal injury, Fire related incidents, loss of use, interruption of business, loss of profits, or other consequential, indirect, incidental, punitive or special damages arising from use, malfunction or due to defective equipment. EbikeBC will not be liable for any accident, misuse, abuse, loss, injury for or by the rider neither a third-party, even if the cause is an ebike kit power, speed, bad or illegal parameter setting, components defect or malfunction. This applies in all cases however caused, whether for breach of warranty, contract, tort (including negligence), strict liability or other reasons. By purchasing this equipment buyer agrees that, IN NO EVENT WILL EbikeBC BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES EVEN IF COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The customer assumes all responsibilities and liabilities for all products, including e-bikes, e-scooters, conversion kits, batteries, e-bike components, brakes, mechanical parts and adjustments, electrical wiring, unforeseen occurrences, safety issues, maintenance, and services, etc. In particular, when we install conversion kits on customer bikes, we do not accept any responsibility or liability for compatibility issues or the bike’s frame tolerances.

Ebike rider must obey all traffic regulations, geographical or age restrictions and is responsible to follow rules and updates for the kind of vehicle using.

Customers are fully responsible for understanding the safety concerns and regulations of keeping, using and transportation of Li-Ion battery packs.

Street Legality

Where an electric bike or conversion kit is defined as Street legal, it means the electric bike or trike is considered street legal Under Canadian and US Federal Electric Bike Regulations. Those products are viewed as bicycles, not motorized vehicles without need of insurance license plate or drivers’ license. It is important for you to check your province/ state, county, and local laws to ensure that you are riding legally and safely.

Please note Street Legal does not mean you can ride your electric bike or trike on any bicycle pathways; parks and trails may have their restrictions against use of electric assist bikes.

There might be options such as throttle or its activation mechanism which has a different legal definition in different territories. We normally have provided controller settings or options to adapt those specs.

By modifying electric bikes or conversion kits settings, upgrading components capacity such as controller or motor, the product might lose its street legality no matter who does the modification. If you ask EbikeBC to do the upgrades, we will notify if you are exceeding the limits.

EbikeBC may offer non-street legal conversion kits, scooters, ebikes, etc. EbikeBC is not liable for legality of use of products offered in various locations.

Financing Options

At EbikeBC, we understand that investing in an electric bike can be a significant decision. To make it easier for our customers, we're pleased to offer flexible financing options through PayPlan by RBC Loans. This program allows you to spread the cost of your purchase over time with convenient monthly payments. You can choose from various payment plans, including 12, 24, or 36 months, to suit your budgetary needs.

Our commitment to transparency means you'll be fully informed about the rates with no hidden fees. This financing option is available for purchases ranging from $300.00 to $10,000.00. We've made the process to check your eligibility quick and easy, ensuring it won’t affect your credit score.

Please note that the availability of this financing option is subject to the approval of a credit application. The annual percentage rates (APR) offered range from 0.00% to 18.00%. As an example, for a loan at 9.99% APR, you would make 36 monthly payments of $32.27 for every $1,000.00 borrowed. All loans under this program are provided by RBC Ampli Inc. We at EbikeBC are excited to partner with RBC to make owning an electric bike more accessible for everyone.

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Errors on Website or shared materials

We are not liable of direct or indirect consequences for typographical or illustrative errors in our website, communications or materials shared. Errors will be corrected where and when discovered. Please help us improve them if you detect any.

This Document is superior to any other general terms and conditions shared on marketplaces and retailer of ENVO or EbikeBC products.

These terms of use are subject to change at any time.

Prices and availability of products are subject to change without notice