Terms and Conditions

Satisfaction Guarantee | EbikeBC

At EbikeBC, we are committed to providing high-quality electric bikes and accessories backed by exceptional service. Your satisfaction is our priority, and we strive to ensure that every purchase meets your expectations.

Ordering & Payment Policy

Expert Guidance Before Purchase

Choosing the right electric bike or conversion kit is crucial, and we’re here to help. Our team offers free expert consultations to ensure you select the best product for your needs.

Order Processing & Payment Methods

  • Orders are processed within 1-3 business days.
  • In case of inventory shortages or delays, we will notify you promptly.
  • We accept major credit cards (Visa, MasterCard), e-transfers, money orders, and cheques (orders paid via cheque will be processed once funds are cleared).

Chargeback Policy:
By completing a purchase, you agree that chargebacks or disputes through your credit card provider are not permitted. Any fraudulent chargebacks will be legally pursued. All issues should be resolved through our customer service team.

Taxes & Duties

  • Canadian customers: Sales tax is applied based on your province of residence.
  • USA customers: No sales tax is applied. Orders under $600 USD generally incur no customs duties, but we recommend checking the latest U.S. customs regulations for updates.

By placing an order online, in-store, via phone, email, chat, or through resellers, you acknowledge and agree to our terms of service. These terms supersede any third-party seller policies.

Demo & Pre-Owned Products

Warranty Coverage:

  • Demo/Floor models: 3-month warranty.
  • Pre-owned products: No warranty or returns (optional 1-year extended warranty available for $99 within 10 days of purchase).
  • New bikes: 1-year warranty.

Condition of Demo & Pre-Owned Bikes:

  • Demo models may have been used for test rides and could show minor signs of wear (under 100 km mileage).
  • Pre-owned bikes may have major scratches, missing accessories (racks, lights), and maybe over 100 km mileage.

Shipping Policy

Processing & Delivery Estimates:

  • Processing time: 1-3 business days
  • Estimated delivery times:
    • Canada West: 2-3 days
    • Canada East: 3-7 days
    • USA: 3-8 days

Shipping Fees & Conditions:

  • Shipping costs are calculated at checkout and may vary based on location and package size.
  • Remote area surcharges: If the shipping cost is 50%+ higher than standard rates, we may request a contribution or cancel the order for a full refund.
  • Delivery partners:
    • Small packages: Canada Post Expedited, FedEx, or UPS
    • Large items: Canpar (Canada), UPS (USA)
  • Battery Shipping: Lithium-ion batteries are classified as dangerous goods and may be subject to additional shipping restrictions and fees.

Lost, Damaged, or Delayed Shipments:

  • EbikeBC ensures order delivery but is not responsible for carrier delays.
  • Lost shipments: Customers must coordinate directly with the courier to resolve claims.
  • Damaged packages: Do not accept damaged deliveries unless photos are taken and a report is signed with the courier.

Customer Service & Support

At EbikeBC, we prioritize customer support beyond just selling a product. We provide:
✔ Live troubleshooting assistance for technical issues.
✔ Step-by-step remote diagnostics for ENVO e-bikes & kits.
✔ Replacement part support for modular electrical systems.

For complex issues (e.g., battery or motor malfunctions), customers may need to return the product for in-depth testing and repair.

Common Support Scenarios:

  • Minor issues (e.g., adjustments, firmware updates): Handled remotely.
  • Severe failures (e.g., electronic malfunctions): Customers may be required to send the product to our service center.

Warranty service does not cover:

  • General bicycle servicing (e.g., brake adjustments, chain replacement).
  • Accidental damage, improper use, or third-party modifications.

Returns & Exchanges

Return Eligibility:

  • New ENVO Products: Eligible for return within 10 days.
  • Handling & Restocking Fees:
    • Online orders: 5%
    • In-store purchases: 10% (if tested in-store).
  • Pre-Owned & Clearance Items: Final sale—not eligible for returns.

Return Conditions:

  • Products must be unused, undamaged, and in original packaging.
  • Used bikes (over 5 km mileage) are not eligible for full refunds.
  • Customers cover return shipping costs.

If you receive the wrong product due to an EbikeBC fulfillment error, we will cover the cost of return shipping and provide a replacement at no extra charge.

Refunds

Refunds are processed once the returned product passes inspection, which may take 2-14 business days.

All refunds are issued via the original payment method.

Exceptions:

  • Batteries, pre-owned items, and clearance products are final sale (except in cases of manufacturer defects).

Warranty Policy

Coverage:

  • ENVO Products: 1-year warranty (extendable to 2 years for $99).
  • Conversion Kits & Batteries: No warranty on clearance items.
  • Non-ENVO Products: Subject to manufacturer warranty policies.

Warranty Claims Process:

  1. Register your warranty within 30 days of purchase.
  2. Submit a support ticket with proof of purchase, serial number, and evidence of the defect.
  3. Receive troubleshooting support or replacement part if approved.

Customers are responsible for return shipping costs on warranty claims unless otherwise specified.

Legal Considerations

Liability Disclaimer:

EbikeBC is not responsible for:

  • Accidents, property damage, or personal injury caused by product misuse.
  • Modifications or third-party repairs affecting product safety.
  • Legal compliance: It is the customer’s responsibility to ensure e-bike use follows local regulations.

Street Legality

  • ENVO e-bikes and kits comply with Canadian and U.S. federal regulations.
  • Some components (e.g., throttle-based acceleration) may be restricted in certain areas. Customers must check local regulations before modifying settings.

Financing Options

To make e-bike ownership more accessible, we offer flexible financing through PayPlan by RBC Loans.

  • Loan Amounts: $300 - $10,000
  • Terms: 12, 24, or 36 months
  • APR: 0% - 18% (depending on credit approval)

Check eligibility without impacting your credit score.

Test Rides & Demonstrations

Test rides are available at EbikeBC showrooms and authorized dealers. Riders must sign a waiver acknowledging risks and responsibilities before testing any product.

User-Generated Content & Website Errors

By submitting reviews, testimonials, or technical inquiries, you grant EbikeBC the right to use and share this content for promotional or informational purposes.

Website Errors:
We strive for accuracy but are not liable for typographical errors in product listings, prices, or specifications.

Terms & Conditions Updates

EbikeBC reserves the right to update pricing, policies, and product availability without prior notice. By purchasing from EbikeBC, you acknowledge and accept these terms.