Effective Date: January 1, 2021
At Coastal Cruiser, we prioritize customer satisfaction and stand behind the quality of our e-bikes. If you’re not fully satisfied with your purchase or need to make a return, our comprehensive policy ensures transparency and support throughout the process.
1. Returns
We accept returns under the following conditions:
1.1 Eligibility for Returns
- Items must be returned within 7 days of delivery to qualify for a refund.
- Products must be in new, unused condition with all original parts, accessories, and packaging intact.
- Returns must be pre-approved by Coastal Cruiser in writing. Returns sent without prior approval will not qualify for a refund.
1.2 Refund Options
- Full Refund: Available for unused items returned in their original condition and packaging (minus shipping costs).
- Store Credit or Exchange: May be offered as an alternative to refunds.
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Restocking Fees:
- A 10% restocking fee applies to items that show minor signs of use.
- A 25% restocking fee applies to items with noticeable wear, physical damage, or missing components.
1.3 Return Shipping Responsibility
- Customers are responsible for all return shipping costs, unless the return is due to a Coastal Cruiser error.
- Coastal Cruiser does not provide boxes or packaging for returns. Customers must use the original packaging, even if damaged.
1.4 Non-Refundable Returns
Products returned in the following conditions are not eligible for refunds:
- Signs of misuse or improper care, such as exposure to harsh elements or neglect.
- Missing original packaging, parts, or accessories.
- Damage caused by improper handling, including shipping damage not reported within 7 days of delivery.
2. Order Cancellations
2.1 Cancellation Window
- Orders can be canceled within 24 hours of confirmation without penalty.
- After 24 hours, cancellations are subject to a 10% administration fee, even if the item has not shipped.
2.2 Shipped Orders
If an order has already shipped:
- Customers will be responsible for both the return shipping costs and up to a 25% restocking fee.
2.3 Refused Shipments
If you refuse shipment due to a Coastal Cruiser error, we will:
- Fully credit your account or
- Reship your order at no additional cost.
3. Handling Damaged or Defective Items
3.1 Shipping Damage Claims
- Inspect your bike immediately upon delivery.
- Report any shipping damage to Coastal Cruiser within 7 days of delivery. Claims made after this period will not be accepted.
- Include photos of the damage and retain all original packaging and documentation.
3.2 Product Defects
- For defects covered under our warranty, please contact Coastal Cruiser for guidance on repairs, replacements, or returns.
4. Refund Process
4.1 Timeline for Refunds
- Refunds are processed within 10–30 days after the returned item is received and inspected.
- Refunds are issued to the original form of payment. If this is not possible, store credit or an exchange will be offered.
4.2 Restocking Fees and Deductions
- Any applicable restocking fees (10% or 25%) will be deducted from the refund amount.
- If packaging or components are missing, additional fees may apply.
5. Important Notes
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Original Packaging is Required:
Products must be returned in the original box, regardless of its condition. If the original packaging is missing, additional wrapping fees may apply. -
Customer Responsibility:
Ensure proper care and maintenance of your e-bike to avoid issues that may disqualify you from a refund. Misused or improperly stored products (e.g., left outdoors or exposed to harsh elements) are not eligible for returns or refunds. -
Contacting Support:
For all returns, exchanges, or cancellation requests, please contact us at sales@coastalcruiserbikes.com. Our team will guide you through the process.
If you have additional questions or need assistance with a return, please reach out to support@electropedals.com.
We appreciate your business and thank you for choosing Electro Pedals for your e-bike needs!