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

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

In case of a shortage that may cause delays, customers will be informed in a timely manner.

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

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.

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

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

Prices and availability of products are subject to change without notice

UNDERSTANDING OF OUR CUSTOMER SERVICE

Our highest priority is to provide you with 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 procedures. 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.

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 for all your patience and understanding on those occasions.

RETURN AND EXCHANGE

All ENVO products purchased online or in-store have 10 days right of return. Product shall be unused, undamaged, unscratched, clean in the original package and resell-able to be eligible for a return and refund.

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 products returns.

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

A product which 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 be provided with the missed components or replacement without any extra charge and we will pay you components return shipping cost. Final invoice is the reference to know who is responsible for the mistaken order or delivery.

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

HELP CENTRE

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.

Most of the cases can be solved by simple troubleshooting but in case the issue is not diagnosed; for our hub motor kits, ENVO ebikes, and other house brand products, since the electrical system is modular and easy to access, we would be able to send you replacement parts such as controller to swap and test and return the defective one..

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.

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

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 safekeeping/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 for 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 takes all responsibilities and liabilities on all products including ebikes, e-scooters, conversion kits, batteries, ebike components, brakes, bike mechanical parts and adjustments, electrical wiring, unforeseen occurrences, safety issues, maintenance and services, etc.

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.

USER SUBMITTED CONTENT

By sharing a thought, customer review, picture, video, testimonial, technical issue or service ticket you grant us, and anyone authorized by us, a claim and royalty-free permission to use or share those content where and the way we find it useful.

ERRORS ON WEBSITE OR SHARED MATERIALS

We are not liable for 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 retailers 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