e-JOE Bike stands behind its’ products and wants you to be happy with your purchase. If you are not satisfied with your new e-JOE electric bike, you can request an exchange or return within 14 days of the delivery date, and we will make it right or take it back. Follow this policy for cancellation, exchange, or return process. For matters regarding shipping damage or manufacturer defects, refer to our Warranty Policy.
Order Cancellation
Cancellation of any unshipped order is subject to a 5% restocking fee (for pre-orders and in-stock items). If the shipping company has already picked up the order, the customer is responsible for associated shipping charges and a 5% restocking fee. We cannot guarantee that your order cancellation request will reach the shipping warehouse in time to halt the shipment, so please notify us as soon as possible of your intention to cancel the order. Special or custom orders cannot be canceled or returned.
Exchange or Return
Unused electric bikes can be exchanged or returned within 14 days of the delivery date. First, you must contact the Urban Bikes Direct to address concerns and request approval to start a return or exchange process. Do not ship the product without receiving written authorization from one of our representatives. If the return is shipped without written confirmation from Urban Bikes Direct, a refund or exchange will not be issued, and the customer will have to cover return shipping to them or forfeit the item.
A returned product must be in its original condition, unused, unaltered, free of dirt, dust, scratches, fragrances, and carefully packed in its original packaging (box and protective material). It is the customer’s responsibility to retain the original packaging. In case it has been discarded or can no longer ensure a safe return, please, contact Urban Bikes Direct. Once the return is shipped, please, notify Urban Bikes Direct and provide a tracking number.
When the return shipment is received by e-JOE, it may take 7-10 days to complete the inspection. Any returned order is subject to a 10% restocking fee and a return shipping fee. When returning parts and accessories, the customer pays shipping fees both ways. Urban Bikes Direct reserves the right to deduct any additional fee estimated during the inspection if the product is returned in a bad manner, with insufficient protective material, not per the instructions provided by e-JOE, or shows signs of use, neglect, dirt, dust, scratches, etc.
When your returned item passes our inspection and approval, you may choose to receive an exchange, or a refund. The refund is typically processed in 3-5 business days after its approval.
Clearance/Refurbished Items – Clearance or refurbished items are sold “as is” and are not eligible for a return.
What is NOT covered by this policy?
- products returned without prior authorization;
- products with an expired 14-day return period;
- products gifted or transferred to a subsequent purchaser or owner;
- products purchased directly from a dealer (a dealer should handle any returns);
- products purchased from an unauthorized dealer;
- used products;
- costs associated with assembly, tune-up, packaging, or extra shipping fees, such as “inside delivery”, “inside pickup”, special handling, missed appointment, specific pick up date or time, etc.;
- special or custom orders, clearance, or refurbished merchandise.
For additional information, contact Urban Bikes Direct representatives.
