Cancellation, Returns & Refund Policy
Order Cancellation
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Before Shipment:
You can cancel your order without penalty at any time before shipment. Please contact us immediately at info@evercross.bike. We will issue a full refund. -
After Shipment:
Once your order has been shipped, cancellation is no longer possible. You may return the item following our return policy guidelines.
Return Policy
Eligibility
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You have the right to return products within 14 days after delivery.
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To be eligible for return, the product must be:
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Unused and in the same condition as received.
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In the original packaging with all accessories (chargers, keys, hardware, etc.).
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Custom-order or personalized items are not eligible for return or refund.
Return Shipping Fees
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Customer Responsibility: If the return is due to customer reasons (e.g., change of mind), the customer must bear the return shipping costs.
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Evercross Responsibility: If the return is due to our error (e.g., incorrect, damaged, or defective items), we will cover the return shipping fees.
Return Process
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Initiate a Return: Contact us at info@evercross.bike with your order number, reason for return, and photos or videos (if applicable).
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Approval & Instructions: Await confirmation and return instructions from our customer service.
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Shipping: Send your return using a trackable service. Properly secure and package the product to avoid transit damage.
Refunds
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Once your return is received and inspected, we will notify you via email regarding approval or rejection of your refund.
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If approved, the refund will be processed to your original payment method within 5 business days.
Late or Missing Refunds
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Check your bank account again.
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Contact your credit card company; refunds may take additional processing time.
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If you still haven’t received your refund after these steps, please contact us at info@evercross.bike.
Non-Refundable Items
The following items cannot be returned or refunded:
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Products purchased from unauthorized dealers or individuals.
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Items damaged due to misuse, neglect, or unauthorized modification.
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Gift cards.
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Insurance products.
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Non-physical products (digital goods, licenses, etc.).
Damaged or Defective Items
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Contact us immediately at info@evercross.bike with photographic or video evidence.
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We will assess and resolve the situation promptly by providing a replacement or refund, including all associated shipping costs.
General Information
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We recommend using a tracked shipping service and purchasing shipping insurance when returning items. We cannot guarantee receipt of returned items without tracking.
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Items returned without prior authorization from Evercross may not be accepted.
Scope of Policy
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This return policy applies only to products purchased directly from EvercrossBike.com. Items purchased through other sales channels are subject to their respective policies.
For questions or assistance regarding returns, cancellations, or refunds, please contact:
Customer Service:
Email: info@evercross.bike
We appreciate your business and are committed to providing a premium experience from purchase to after-sales support.
Need Help? Start Here.
Browse our most frequently asked questions to get the answers you need.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
What is the estimated delivery time for my order?
We typically process orders within 1–2 business days. Once shipped, delivery usually takes 3–7 business days, depending on your location. For more details, please visit our Shipping Policy page.
Do you offer free shipping on e-bikes?
Yes, all e-bike orders qualify for complimentary shipping. More information is available on our Shipping Policy page.
How can I track my order once it’s shipped?
Once your order leaves our warehouse, you’ll get an email with a tracking number and a link to the courier’s tracking page.
What is your return policy and how do I initiate a return?
We offer a hassle-free return window 30 days for unused items in original packaging. To start a return, contact our support team with your order details, and we’ll guide you through the process.
How do I cancel my order before shipment?
Please email us as soon as possible with your order number. If your order hasn’t been shipped yet, we can cancel and issue a full refund.
Who covers the return shipping fee if the product is faulty?
If the issue is due to a manufacturing defect or our error, we’ll cover the return shipping. For non-faulty returns (e.g., a change of mind), shipping costs are the customer’s responsibility.
Orders & Payment
Below are some of are common questions about orders
What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options like Apple Pay and Google Pay, depending on your region.
Is my payment information secure?
Absolutely. All transactions are encrypted via SSL, and we do not store your credit card details on our servers.
How can I update my shipping address after placing an order?
Contact us right away. If your order hasn’t been shipped, we can update the address on our end.
Can I receive an invoice or receipt for my purchase?
Yes, an email receipt is automatically sent after payment. If you need a formal invoice, just reach out to our support team.
How do I place a bulk or special order?
For larger quantities or custom requests, send us an email with your requirements. We’re happy to discuss bulk pricing and lead times.
Products & Specifications
Below are some common questions about our products
Do your bikes come with all necessary accessories?
Each bike typically includes the battery, charger, tool kit, keys, lock and a manual.
Is assembly required when my bike is delivered?
They arrive about 90% pre-assembled. You’ll attach parts like the handlebar, front wheel, or pedals. A tool kit is included for convenience.
Are there any recommended maintenance tips for the e-bike?
We suggest checking tire pressure regularly, keeping the drivetrain clean and lubricated, and charging the battery indoors at room temperature for maximum longevity.
How does the bike’s design enhance both performance and comfort?
Our frames are engineered with shock-absorbing forks, ergonomic saddles, and balanced geometry—ensuring efficient power transfer and a smoother, more comfortable ride.
Warranty & Service
Below are some common questions about our warranty
What is the warranty period for Evercross e-bikes?
We stand by our products with a 2-year warranty that covers manufacturing defects in the frame, motor, and battery.
What does the warranty cover?
It typically covers defects in materials or workmanship. Wear-and-tear or damage from misuse isn’t included. Refer to our Warranty Policy for specifics.
How do I claim for warranty repairs or service?
Simply contact our customer support with your order number, proof of purchase, and details about the issue. We’ll guide you through the next steps.
Do you offer any service plans or maintenance packages?
While we don’t have formal packages, we can assist with directing you to service partners. Contact us for more info.
Account & Support
Below are some common questions about managing your account.
How do I log in to my account?
Our login process is simple—just enter your email address on our one-page login form, and we'll send you a secure code. There's no traditional registration or password needed.
How do I update my account details?
Once logged in, you can access your profile page to update your information at any time. Simply edit the fields you need to change and save your updates.
What should I do if I don’t receive my login code?
If you experience any issues receiving your code or have trouble logging in, please reach out to our support team via the Contact Us page for prompt assistance.
Where can I find more detailed information about shipping, returns, and warranty policies?
Detailed information is available on our dedicated Shipping Policy, Return Policy, and Warranty Policy pages.