Refund policy

Electric bikes are large, freight-shipped products, so our return terms are designed to be fair, fast, and clear. Please read them in full before requesting a return.

Change-of-mind returns — unopened only

We accept change-of-mind returns only for items that are unopened and in factory-sealed original packaging, and only if requested within 72 hours (3 days) of delivery. Eligible returns carry a 15% restocking fee plus return shipping, which is the customer’s responsibility. Once a box has been opened, or a bike has been assembled or ridden, it is no longer eligible for a change-of-mind return.

Inspect your delivery within 48 hours

Please inspect your shipment as soon as it arrives. If anything is damaged, defective, or incorrect, note it with the carrier and email us photos within 48 hours of delivery so we can resolve it. Damage, defects, or incorrect items reported more than 48 hours after delivery are not eligible for a claim, refund, or replacement.

When we make it right — at no cost to you

• Our mistake / wrong item: if we shipped the wrong product or made an error, we will correct it in full and cover all shipping.
• Damaged in transit: reported within 48 hours with photos — we file the carrier claim and arrange a replacement or repair.
• Defective or dead on arrival: if your bike won’t power on, won’t charge, shows an error code, or has a faulty component, it is covered under manufacturer warranty — we coordinate repair or replacement remotely.

Refused or undeliverable shipments

Refusing a non-damaged delivery, or a shipment returned to us due to an incomplete or incorrect address, is treated as a return — return freight plus the 15% restocking fee apply.

Inspection & refunds

Once an eligible return arrives, we reserve up to 5 business days to inspect it. Approved refunds are issued within 14 days of completed inspection to your original payment method; depending on your bank, it may take an additional 2–15 business days to post.

Not eligible for return

Opened, assembled, or used bikes (except as covered above), clearance or discontinued items, rebate or promotional purchases, factory-refurbished products, used parts and accessories, and custom orders (which require a non-refundable $100 deposit).

Order cancellations

Because card-processing fees are non-recoverable, all order cancellations are subject to a 3% transaction fee. Once an order has shipped, it is handled under the return terms above rather than as a cancellation.

Starting a return or claim

Email support@redtailebikes.com with your order number and details, and our team will guide you through the next steps.