Refund Policy

Dear Valued Customers,

In an effort to streamline and ensure a smooth return process, we have updated our return policy to better serve you.

If you are unsatisfied with your purchase, EKX's return policy allows you to return the product purchased on the authorization Channel within 30 days counting from the date of receipt of shipment, and request a refund from the authorization Channel. Once your refund is approved, the funds will be credited back to you within 3-14 business days.

Note: Express shipping cost is non-refundable.

For any returns to be accepted, the following conditions must be met:

  • The product must remain unopened and undamaged upon receipt. It should not have undergone any assembly, alterations, or incurred any scratches or damages.
  • The item must be returned in its original packaging to preserve its resale value and ensure it does not impede our ability to resell it.
  • Customers initiating a return will be responsible for covering the return shipping costs.
  • Refunds will be processed after deducting the initial shipping fee and any associated bank transaction charges from the total refund amount. The remaining balance will be refunded to the customer's original payment method or account.

Transportation Changes

Before shipment

Cancel order No cancellation fee will be charged if you cancel your order within 2 hours.
Replacement and exchange If a customer orders the wrong model and wants to reorder, the original order will not be charged any fees after the second order is received.
Address change No fees will be charged.

After shipment

Cancel order If your order has been modified and cannot be shipped, you may refuse the package. We will charge an additional 10% of the item price as a cancellation fee. The customer will also be responsible for $150 in return shipping costs. Please contact us for your return address: Support@ekxbikeus.com
Address change Please contact us. EKX will provide the tracking number and carrier's phone number. Please contact the carrier directly. Any resulting costs will be borne by the customer.
Replacement and exchange

A) If you successfully exchange the item, a $20 handling fee will be charged.

B) If you are unable to exchange the item, you can refuse the package, and 10% of your prepaid item price will be charged as reshipment fees.

C) If you wish to cancel the order, an additional 10% of the item price will be charged as a handling fee, and the customer will also be responsible for $150 in return shipping costs.

Over 30 days: Return is not acceptable; Accept exchange new product or partial refund.

We will deduct the shipping fee or restocking $250/pc when we are making a refund for non-defective products and non-longer needed products.

Received products that have damage determined to have been caused by the end-user maybe pay for the cost of damaged parts or subject to denial of the return request.

We have implemented these measures due to the high-value nature of our product and the substantial costs involved in its transportation, typically ranging between $150 to $250. We strongly advise customers against making impulsive purchases and urge them to refrain from casual returns upon receiving the product. Even if we accept a return without affecting our ability to resell the item, we are obliged to deduct the incurred shipping costs and relevant bank transaction charges (such as credit card processing fees) from the refund. It is imperative to ensure that EKXBIKE does not incur any losses before we can proceed with refunding the remaining balance to the buyer.

This policy aims to maintain the quality of our products and ensure a fair process for both our customers and our business. We appreciate your understanding and cooperation in adhering to these guidelines.

Should you have any further queries or require assistance regarding our return policy, please feel free to reach out to our customer service team.

✉️ Support@ekxbikeus.com
📞 +1 2132579637
🕔 Working Hours (LA): 5:00 PM (the day before) ~ 8:00 AM ⏰

ekxbikeus LLC
EIN: 33-2869487
1127 Auraria Parkway Suite 604, Denver, Colorado
Street Address: 1127 Auraria Parkway
Suite: 604
City: Denver
State: Colorado
ZIP Code: 80204
Website: ekxbikeus.com

Thank you for your continued support.

Sincerely,

EKXbike Sales Team