Shipping & Returns – E-Power Wheels

At E-Power Wheels, we want you to be fully satisfied with your purchase. Our policies are designed to be transparent, fair, and supportive, ensuring a smooth and trustworthy shopping experience.

14-Day Return & Refund Policy

This Return Policy applies to all products purchased directly from epowerwheels.ca. If you are the original purchaser and are not fully satisfied with your product, you may initiate a return within fourteen (14) calendar days of the delivery date.

Refunds may be issued for the original product price, provided all return conditions are met. Original shipping fees are non-refundable, except in cases of shipping error or damage (see Special Circumstances below).

Exclusions

  • Final Sale Items: Clearance items, batteries, and custom orders are final sale and not eligible for return or exchange.

  • Misuse or Wear: Products showing signs of misuse, damage, or excessive wear are not eligible for a full refund.

Initiating a Return

To initiate a return, you must:

  1. Be the original purchaser.

  2. Contact our Customer Service Team at info@epowerwheels.ca to request a Return Merchandise Authorization (RMA).

  3. Provide proof of purchase and photos if requested.

Returns must be initiated within 14 days of delivery, and products must be received at our warehouse within 30 days of RMA issuance.

Return Shipping & Packaging

  • You are responsible for repackaging the item in its original packaging (or equivalent protective packaging).

  • In most cases, E-Power Wheels will provide a prepaid shipping label and arrange collection.

  • Failure to use proper packaging may result in a restocking fee or rejection of the return.

Refund Eligibility Criteria

To qualify for a refund:

  • The product must be in like-new condition (no damage, no excessive use).

  • All original accessories, manuals, and documentation must be included.

  • A valid, unexpired RMA number must be included in the return.

  • E-bikes must have less than 10 miles recorded on the odometer.

Refund Processing: Once the returned product passes inspection, we will refund the purchase price (excluding shipping). Refunds are processed back to the original method of payment within 10–15 business days.

Exchanges

If you’d like to exchange your e-bike or scooter for another model:

  • We will issue a discount code equal to your original product value (excluding shipping).

  • You can apply this code to your next order within 14 days.

Special Circumstances

E-Power Wheels will cover return shipping costs if:

  • The product was damaged during shipment.

  • You received the wrong item due to our error.

In such cases, we will either:

  • Replace the product (if available), or

  • Issue a full refund including original shipping costs.

Accessories Return Policy

Accessories must be returned:

  • Within 14 days of delivery.

  • In unopened and unused condition with original packaging.

  • A $30 return & restocking fee applies to all accessory returns.

Order Cancellations

Orders must be canceled by 8:00 AM (Eastern Time, Canada) on the next business day after placing the order. Cancellations requested after this period may be subject to return/restocking fees and handled as standard returns.

Limited Product Warranty

This Return Policy is separate from our Limited Product Warranty, which covers manufacturing defects for eligible products. If your item is faulty within the warranty period, please contact us directly for assistance.

Contact Us

For all return, shipping, or warranty-related questions, contact us at: