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.
Need Assistance?
If you encounter issues with your Coastal Cruiser e-bike, contact our support team at support@electropedals.com or fill in the contact form on our website and we will try to get back to you in less then an hour. We’re here to ensure you have the best riding experience!