REFUND & RETURN POLICY – BONNELL BIKE

We want you to love your new e-bike or parts. If you are not completely satisfied, we are here to help. Please read this policy carefully before initiating a return. This policy applies to all purchases made directly through bonnellbike.com.

1. Return Eligibility Overview

Because e-bikes are large, heavy, and often contain hazardous materials (lithium batteries), our return policy varies depending on the item type and its condition.

Return window begins on the date the item is delivered to you (based on carrier tracking).

2. Items That Cannot Be Returned

The following items are final sale and not eligible for return or refund:

• Used or installed electrical components (controllers, displays, throttles, wiring harnesses).

• Batteries that have been opened, charged, or removed from their original sealed packaging.

• Chargers that have been plugged in.

• Clothing, helmets, and protective gear (for hygiene and safety reasons).

• Custom-built bikes, modified bikes, or special-order items.

• Gift cards.

• Items damaged due to customer misuse, accident, or improper assembly (these are covered by warranty only if manufacturing defect, not by return policy).

3. Return Conditions & Requirements

To be eligible for a return, your item must meet the following:

1. Original Packaging: The item must be returned in the original manufacturer’s box, with all foam, zip ties, and internal packing materials intact.

2. Complete Contents: All accessories, chargers, manuals, keys, pedals (if not installed), and any free gifts or promotional items must be included.

3. No Damage: The item must be free of scratches, dirt, mud, or signs of use. Tires must be clean and show no wear.

4. Odometer: For e-bikes, the odometer (if equipped) must read less than 10 miles (16 km) for opened returns. If the odometer is not functional, we will assess based on tire wear and cosmetic condition.

5. Proof of Purchase: A valid order number or receipt from bonnellbike.com is required.

Important: If you return an item that does not meet these conditions, we reserve the right to refuse the return, or to charge an additional fee (up to 50% of item value) for repackaging, cleaning, or refurbishment.

4. How to Initiate a Return

Do not ship the item back without authorization. Unauthorized returns will be refused and returned to sender at their cost.

Step 1: Request a Return Authorization (RA) Number

Email support@bonnellbike.com with:

• Your Order Number

• The item(s) you wish to return

• The reason for the return

• Photos of the item (including odometer reading, if applicable)

Step 2: Receive RA Number & Shipping Instructions

If your return is approved, we will email you a Return Authorization (RA) Number and the correct return address for your region.

• Customers in USA: Return to our US warehouse.

• Customers in Canada: Return to our Canada warehouse.

• Customers in Europe: Return to our Europe warehouse.

• Rest of World: Return to the nearest warehouse or as instructed.

Step 3: Pack and Ship

Pack the item securely in its original box. Write the RA Number clearly on the outside of the box. Ship the item using a trackable, insured carrier.

Shipping Costs:

• Customer Responsibility: Unless the item arrived damaged, defective, or we made an error, the customer is responsible for return shipping costs.

• We recommend using a freight service for e-bikes (not standard parcel) to avoid damage in transit.

5. Restocking Fees

Restocking fees cover the cost of inspecting, repackaging, and returning the item to sellable condition. Fees are deducted from your refund amount.

• Unopened e-bikes: 15% of item price.

• Opened/Assembled e-bikes: 25% of item price.

• Batteries (unopened only): 20% of item price.

• Parts & accessories (unused): 0% (no fee).

If we made an error (wrong item sent, item arrived damaged beyond carrier damage), no restocking fee will be charged.

6. Refund Process & Timeline

Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund.

• Inspection Time: Please allow 3–5 business days after receipt for inspection.

• Approved Refunds: Will be issued to your original payment method within 5–10 business days after approval.

• Rejected Returns: If the return is rejected, we will contact you with the reason. You may choose to have the item shipped back to you at your own expense, or we can dispose of it after 30 days.

Refund Amount: Refund includes the item price minus any applicable restocking fee. Original shipping charges are non-refundable unless the return is due to our error or a defective product (covered under warranty).

7. Exchanges

We do not offer direct exchanges for a different model. If you want a different bike or part, simply return the original item (following this policy) and place a new order.

• Defective on Arrival: If your item arrives defective, do not return it under this policy. Instead, refer to our Warranty Policy for a free repair or replacement.

8. International Returns

For orders shipped outside your home country (e.g., from a warehouse in another region), you are responsible for all return shipping, customs duties, taxes, and brokerage fees. We cannot mark returns as “warranty” or “gift” to avoid duties.

• If a return from your country to our warehouse is cost-prohibitive, we may offer a partial refund as a goodwill gesture. Contact us to discuss options.

9. Order Cancellations

• Before Shipment: You may cancel your order for a full refund if it has not yet shipped. Contact us immediately.

• After Shipment: If the order has already shipped, you must follow the standard return process above.

10. Contact Us

For all return and refund inquiries:

support@bonnellbike.com

Please include your Order Number and “Return Request” in the subject line.