Refund policy
At ATB Bike LLC, we take pride in the quality of our products and want you to shop with confidence. However, should you ever need to cancel an order or initiate a return for a refund, please carefully review our refund policies below.
Please Review Our Return & Refund Policy Thoroughly:
Return Policy:
We offer a 14-day return policy, allowing you 14 days from the receipt of your item to request a return.
Please note that all sale items, including those with free shipping, are non-refundable.
To qualify for a return, your item must be in the same condition as when you received it—unworn or unused, with tags, and in its original packaging. You should also retain the receipt or proof of purchase.
To initiate a return, please contact us at support@atbbike.com. If your return is approved, we will provide you with a return shipping label and detailed instructions on where and how to send your package. Returns sent to us without prior authorization will not be accepted.
If you have any questions about the return process, feel free to reach out to us at support@atbbike.com.
How Can Customers Return Our Products?
- By mail
How Will Customers Receive the Return Label?
- For defective products: Download/print
- For customer remorse: Customer responsibility
Restocking Fee:
- No restocking fee
Product Conditions Allowed for Returns:
- New
Circumstances in Which We Offer Returns & Refunds:
1. Wrong Product:
If you discover that your order is incorrect or flawed, please contact us at support@atbbike.com with photos of the incorrect product. We will provide you with a return shipping label, and once the return is in transit, we will promptly ship a replacement product to you.
2. Damage and Issues:
Upon receiving your order, please inspect it immediately. If you find that the item is defective, damaged, or if you receive the wrong item, please contact us without delay. This allows us to assess the issue and make it right.
Exceptions / Non-Refundable Items:
Please note that certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Additionally, we do not accept returns for hazardous materials, flammable liquids, or gases. If you have questions or concerns about a specific item, please get in touch with us.
Unfortunately, we are unable to accept returns for sale items or gift cards.
Exchange:
If you want to expedite receiving the item you desire, the quickest method is to return the item you have. Once your return is approved, you can make a separate purchase for the new item.
Refunds:
Upon receiving and inspecting your return, we will inform you of the approval or rejection of your refund. If approved, your refund will be processed automatically through your original payment method. Please be aware that it may take some time for your bank or credit card company to process and post the refund.
Cancellation:
To cancel an order, please contact us via email or telephone (our contact information can be found in the "Contact Us" section). Upon confirmation of your cancellation, our customer service team will send you a formal notification.
Please note that once you place an order online, your credit or debit card is charged immediately at the point of purchase. We may not be able to make changes, including color or size alterations, in time. We advise you to make your selections carefully before placing an order and to reach out to our customer service team if you have any doubts about your product selection.
For order cancellations made before shipment, a payment processing fee will be applied to cover merchant card processing fees imposed by financial institutions or payment gateways. The processing fee is as follows: 3% for credit card payments, 3.5% for Paypal payments, and 6.5% for payments via Affirm. Once your order is shipped, it is no longer possible to cancel, intercept, or modify the shipment.
Return Policy:
After the delivery of your order, should you wish to return a product and request a refund, you must contact ATB Bike LLC via email at support@atbbike.com within 14 days of delivery to obtain return approval. Once approved by ATB Bike LLC, you will receive written authorization for the return. Please note that the customer is responsible for the return shipping cost. For an electric bike (ebike) that has been in your possession for more than 14 days or has been used for more than 10 miles, we no longer accept returns. In such cases, we provide remedies and solutions in accordance with our warranty policy if there are any issues with the product.
1. Unused Product(s):
We accept the return of unused product(s) with no restocking fee. However, the customer is responsible for the return shipping cost. The customer can either pay up to $300 for a return shipping label from ATB Bike LLC (depending on your location) or return the bike at their own expense. Shipping costs are non-refundable. To qualify as an unused product, the following conditions must be met:
- The product shows no signs of wear, dirt, dust, scratches, fragrance, or any other indications of use.
- The odometer on the ebike's LCD screen must read less than 10 miles.
- All items received by the customer must be included in the original packaging and packed correctly in the same condition as when sent by ATB Bike LLC.
Upon receipt of the returned product(s), ATB Bike LLC will conduct an inspection to ensure that the above conditions for unused products are met before issuing a refund with no restocking fees. If our inspection technicians deem the returned product(s) ineligible for unused products, ATB Bike LLC will contact the customer to determine restocking, cleaning, or repackaging fees on a case-by-case basis. It is solely at the discretion of ATB Bike LLC to determine whether the returned item(s) meet the criteria for unused products.
2. Used Product(s):
We do not accept returns for used product(s) except in extreme cases of breakage or malfunction covered by our warranty terms and conditions, which are deemed unrepairable by ATB Bike LLC.
Please also refer to our warranty terms and conditions.
Refund:
Once our warehouse receives the returned product(s) and confirms that it meets our return conditions, we will deduct any applicable fees and issue a refund according to the customer's original payment method.
We encourage customers to check with their credit card company and/or bank if the refund has not been credited to their account within two days of issuance. Delays may occur due to different fund transfer procedures at various financial institutions. If the customer has not received the refund after ten business days, please contact us at support@atbbike.com.
Please Note: All refunds will be issued after the return product is received and inspected. It may take up to four days for the refund to appear in your bank account. We make every effort to ensure our customers' satisfaction.