Refund policy

At EMORTAL, we aim to ensure customer satisfaction while maintaining an efficient process. If you are unsatisfied with your purchase, our return policy allows you to return the product purchased through authorized channels within 30 days of receiving the delivery package.

Please contact us at support@emortalbikes.com to request a return address or return label. Customers are responsible for the return shipping costs if they choose to return the package themselves.

Once the returned item arrives at EMORTAL’s warehouse and passes inspection, the refund or exchange process will begin.

Return Conditions:

• You must request a return within 30 days of the delivery date.

• The product must be unused, in original condition, with less than 10 kilometers on the display, and free of dirt, dust, or odor.

• All original accessories, manuals, and packaging must be included.

• A valid proof of purchase is required.

• Returns sent without prior approval and an RMA will not be accepted or refunded.

Non-Quality Issue Returns:

• Within 14 days of receipt:

   

  • Full refund.

  • Customers are responsible for return shipping costs.

  • The original shipping cost ($200 per e-bike) will also be deducted from the refund.

   

• 15 to 30 days of receipt:

   

  • Same terms as above.

  • Additionally, a 30% restocking fee will be charged on the order total.

   

• After 30 days: Returns are not accepted.

 

Quality Issue Returns:

• Within 30 days:

   

  • Full refund or free exchange if the product has manufacturing defects.

  • EMORTAL covers all shipping costs.

   

• After 30 days:

   

  • No returns accepted.

  • You may still use your warranty for repair services.

   

⚠️ If the issue is found to be non-quality related, or if damage is determined to be intentional or caused by misuse, the customer will be charged for return shipping.

---

Cancellation Policy:

• Before shipment: A 5% processing fee will be deducted. All orders are subject to a 5% non-refundable administration and merchant processing fee  if cancelled after payment, regardless of the reason for cancellation (including high-risk flags)

• After shipment: We will attempt to intercept the package.

  • Interception fee: $50.

  • If interception fails, normal return policy applies (shipping and restocking fees apply if non-quality).

   

---

Refund Processing:

• An RMA must be requested within 30 days of delivery.

• Refunds will be processed within 10–15 business days after inspection.

• For non-quality returns, return shipping fees, outbound shipping fees, and restocking fees will be deducted from the refund.

---

Non-Returnable Items:

• Accessories, special orders, giveaways or free items are not eligible for returns.

---

Notice:

• Customers must keep the original box, or provide a suitable substitute.

   

  • Otherwise, a replacement box will cost $60–$100, billed by EMORTAL.

   

• If you have not received your refund, contact us and we will provide your ARN (Acquirer Reference Number) to assist with your bank or card issuer.

30 Days Return Policy
Does the return have to include all accessories, manuals?	Yes
Does the return require original packaging?	Yes
Does the return require valid proof of purchase?	Yes
Are there any specific conditions the product must meet to be eligible for a return?	The product must be in its original, unused condition, or unworn and must be less than 10 kilometers on the display, with no dirt, dust, or odor.
When is the refund processed?	Upon receipt of the return package (if the customer returns the product to our warehouse).
When is the replacement carried out?	Upon receipt of the return package (if the customer returns the product to our warehouse).
Can I return the product at any time without approval and an RMA?	Customers must contact us first to obtain approval and an RMA. Any product returned without our prior approval will not be accepted or eligible for a refund.
Return RMA validity	7 days (from the date the RMA was created).

Refund Terms
Quality issues	FREE to exchange or full refund
Receive wrong goods	FREE to exchange or full refund
Damaged or missing accessories	Contact us within 7 days. Provide a photo/video to get the right accessories free
The package cannot be delivered or missing	Accept resend or refund after the carrier's case is opened
Cancel order before the package is shipped	5% of the total amount will be deducted as a processing fee
Cancel order after shipment	We will attempt to intercept the package. Interception fee: $50. If fails, normal return rules apply.
Refund for price difference (promotions)	a) Partial refund within 7 days if price drops on EMORTAL b) Not acceptable after 7 days (may send free gift)
Customer didn’t apply coupon properly	No refund of price difference. Coupons must be used at checkout.
Wrong delivery address by customer	Customer pays $200 to resend
Customer refuses to accept package (non-quality issue)	Refund deducts original shipping fee:  $200 per e-bike
Reshipment fee (if requested)	$200 per e-bike. Original shipping cost non-refundable.
Quality issues refund	• Within 30 days: Full refund or free exchange. We cover return shipping. • After 30 days: No returns. Repair via warranty only.
Non-quality issues refund	• Within 14 days: Customer are responsible for return shipping costs; $200 outbound shipping deducted. • 15–30 days: Same shipping cost + 30% restocking fee. • After 30 days: No returns accepted.