Refund policy

🛡️ Returns & Refund Policy – MyEbikeNow (France / European Union)

At MyEbikeNow, we are committed to providing high-quality technical products and responsive customer support. Because we sell specialized e-bike components and conversion kits, certain return conditions apply.

We always aim to find fair and reasonable solutions for our customers, in compliance with European consumer protection laws.

📦 14-Day Right of Withdrawal (EU Customers)

Under EU consumer law, you have the right to withdraw from eligible purchases within 14 calendar days of receiving your order — without needing to provide a reason.

✅ Products Eligible for Return

The right of withdrawal applies to:

  • Standard, non-customized products

  • Accessories

  • Items that are unused, uninstalled, and returned in their original packaging and condition

❌ Products Not Eligible for Withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to:

  • Made-to-order or customized products (e.g., configured conversion kits, custom battery builds)

  • Sealed technical products once opened after delivery

  • Products that have been installed, mounted, connected, modified, or used

  • Gift cards

  • Clearance or promotional items marked as non-returnable

⚠️ Important: Conversion kits, batteries, motors, and controllers are sensitive technical products. Once installation has been attempted or completed, these items cannot be returned unless a manufacturing defect is confirmed.

We strongly recommend confirming compatibility before purchase. All technical dimensions and specifications are clearly listed on our website. If you are unsure, contact us before ordering — we are happy to help.

🔧 Defective or Non-Conforming Products

If your product arrives damaged, defective, or not as described, please contact us within 3 days of delivery.

📧 Email: myebikenow@gmail.com
📱 WhatsApp: +33 07 66 71 36 66

Please include:

  • Your order number

  • A clear description of the issue

  • Photos and/or videos clearly showing the defect

Once reviewed and validated, we will offer an appropriate solution in accordance with EU legal guarantees:

  • Repair

  • Replacement

  • Partial refund

  • Full refund

This is in addition to your legal rights under the EU legal guarantee of conformity (minimum 2 years for consumers).

💸 Refund Conditions

Refunds may be approved under the following circumstances:

  • The product is confirmed defective or non-conforming

  • The request is made within 30 days of purchase

  • The product has not been installed, modified, or altered (unless defect-related)

Approved refunds are processed to the original payment method within 10 business days, excluding banking processing times.

⛔ Situations Where Refunds Cannot Be Granted

To ensure fairness and product integrity, refunds cannot be issued in the following cases:

  • Incorrect product choice or compatibility issue (all specifications are provided online)

  • Installation errors (e.g., cut motor cables, incorrect mounting hardware, modified connectors, etc.)

  • Products that have been used, altered, or modified

  • Requests made more than 30 days after purchase (except where statutory guarantees apply)

📌 Order Cancellation

Orders may be cancelled before shipment.

If an order is cancelled after preparation or dispatch, administrative or restocking fees may apply. Shipping costs are non-refundable once the order has been shipped.

⚖️ Your Legal Rights

Nothing in this policy limits your statutory rights under applicable European Union or French consumer protection law, including:

  • The legal guarantee of conformity

  • Protection against hidden defects

🤝 Our Commitment

Our goal is not just to sell products — it is to build long-term trust. If you have questions about compatibility, installation, or usage, we encourage you to contact us before purchasing. We are here to help you choose the right setup the first time.