Refund policy

Return and Refund Policy

Last Updated: September 30, 2026

EZ E-Bikes 360 sells products from multiple authorized suppliers and manufacturers. Return eligibility, deadlines, shipping responsibilities, restocking fees, and refund procedures vary by brand.

Customers should review the applicable brand-specific terms below before purchasing.

All returns require prior written approval from EZ E-Bikes 360. Do not ship any product to EZ E-Bikes 360, a manufacturer, supplier, or other address until written Return Merchandise Authorization instructions have been provided.

General Return Requirements

When a return is permitted, the product must generally:

  • Meet the applicable brand’s return deadline
  • Be in the condition required by that brand’s policy
  • Include the original box and packaging materials
  • Include manuals, chargers, keys, accessories, gifts, and other components originally supplied
  • Have no unauthorized modifications, repairs, alterations, misuse, or customer-caused damage
  • Include any required photographs, videos, order information, serial numbers, or other documentation
  • Receive prior written return authorization
  • Be shipped according to the return instructions provided by EZ E-Bikes 360

Unauthorized returns may be refused, returned to the customer, or subject to additional shipping charges.

EUNORAU Return Policy

The following terms apply to EUNORAU products purchased from EZ E-Bikes 360, including:

  • EUNORAU META20
  • EUNORAU META275
  • EUNORAU DEFENDER

EUNORAU bikes are not eligible for standard change-of-mind, preference-based, or no-questions-asked returns.

A return or other resolution may be considered for:

  • An incorrect product received
  • Significant shipping damage
  • Missing components
  • A substantial out-of-box defect that cannot reasonably be resolved through replacement parts or repair assistance
  • A verified manufacturer defect covered under the applicable warranty

Customers should inspect EUNORAU shipments promptly and report shipping damage, an incorrect product, missing components, or an apparent out-of-box defect within 3 business days of delivery.

The customer should provide:

  • Order number
  • Clear photographs or video of the shipping box
  • Packaging photos
  • Photos or video of the product
  • Evidence of the damage, defect, missing item, or incorrect product

Customers must retain all original packaging while a claim is being reviewed.

Depending on the circumstances, the approved resolution may include:

  • Troubleshooting
  • Replacement parts
  • Repair assistance
  • Product replacement
  • An authorized return
  • Refund
  • Another appropriate warranty solution

If an EUNORAU return is authorized, the Return Merchandise Authorization will provide the approved return address, deadline, packaging requirements, and responsibility for return shipping.

Manufacturer defects that occur after the initial inspection period may still qualify for coverage under the applicable EUNORAU warranty.

WINDHORSE Return Policy

Unused WINDHORSE products may be eligible for return within 30 days of delivery when they:

  • Remain unused and unridden
  • Remain in new condition
  • Include all original packaging
  • Include all accessories, documentation, and components
  • Receive prior written return authorization

For an approved non-defective WINDHORSE return:

  • The customer is responsible for return shipping
  • A prepaid return label may be provided, with the cost deducted from the refund
  • A 5% restocking fee will be deducted from the refund
  • The item must be returned in original condition and packaging

Verified shipping damage, an incorrect product, or a manufacturer-related defect will be reviewed separately.

Depending on the circumstances, the resolution may include:

  • Troubleshooting
  • Replacement parts
  • Repair assistance
  • Product replacement
  • An authorized return
  • Refund

All WINDHORSE return requests must be initiated and shipped within the applicable 30-day return period.

VMAX Return Policy

An unused VMAX scooter may be eligible for return within 14 days of delivery when it:

  • Has zero miles recorded
  • Has not been ridden or used
  • Remains in new condition
  • Includes original packaging, accessories, documentation, and components
  • Has not been modified or damaged
  • Receives prior written return authorization

For an approved non-defective VMAX return, deductions may include:

  • A $40 restocking fee
  • Return-label costs, generally ranging from approximately $30 to $150, depending on shipment
  • A 3% payment-processing deduction for credit-card transactions
  • A 5% payment-processing deduction for installment-payment transactions

The exact deductions will be disclosed during return authorization.

Used, ridden, damaged, modified, or improperly packaged VMAX scooters are not eligible for change-of-mind returns.

Verified shipping damage, an incorrect product, or a warranty-related defect will be reviewed separately to determine the appropriate repair, replacement, return, or refund solution.

MotoTec Return Policy

Unused MotoTec scooters may be eligible for return within 10 days of delivery when they:

  • Remain unused and in new condition
  • Are returned in the original packaging
  • Include all original components and documentation
  • Have not been modified or damaged
  • Receive prior written return authorization before shipment

For an approved non-defective MotoTec return:

  • The customer is responsible for return shipping
  • The customer is responsible for the original shipping charge, except when MotoTec shipped the incorrect product
  • A 10% restocking fee will be deducted from the refund
  • The product must be in transit back within the applicable 10-day return period

Unauthorized returns will not be accepted.

Returned MotoTec products are inspected before any refund or credit is approved.

Shipping damage, missing components, an incorrect product, or a verified defect will be reviewed separately. Depending on the circumstances, the resolution may include:

  • Troubleshooting
  • Replacement parts
  • Repair assistance
  • Product replacement
  • An authorized return
  • Refund
  • Another appropriate manufacturer or warranty solution

Damaged, Defective, Missing, or Incorrect Products

Inspect every shipment promptly after delivery.

Shipping damage, incorrect products, missing components, or apparent out-of-box defects should be reported as soon as possible.

For EUNORAU products, these issues should generally be reported within 3 business days of delivery.

Email:

jordan@ezebikes360.com

Include:

  • Customer name
  • Order number
  • Product name
  • Description of the problem
  • Photographs or video of the outer shipping box
  • Photographs or video of the internal packaging
  • Photographs or video showing the product and problem

Keep the product and all original packaging while the claim is being reviewed.

Do not:

  • Discard packaging
  • Continue riding a potentially unsafe product
  • Perform unauthorized repairs
  • Modify the product
  • Ship the product before receiving instructions

Depending on the product and issue, the resolution may include troubleshooting, replacement parts, repair assistance, product replacement, an authorized return, a refund, or another appropriate solution.

Return Shipping and Restocking Fees

Return-shipping responsibility and applicable fees vary by brand and reason for return.

For approved change-of-mind returns:

  • Customers are generally responsible for return shipping unless the applicable brand policy states otherwise
  • Restocking fees may apply
  • Payment-processing deductions may apply where disclosed
  • Original shipping costs may be deducted where permitted by the applicable brand policy

For verified damaged, defective, incorrect, or missing products, EZ E-Bikes 360 will coordinate the appropriate resolution according to the applicable supplier and warranty terms.

Any applicable deductions will be disclosed before the customer authorizes the return.

Refused and Undeliverable Shipments

A shipment that is refused without authorization, returned because the customer was unavailable, or returned because the customer provided an incorrect or inaccessible address may be treated as a customer-responsibility return.

Applicable costs may include:

  • Original shipping charges
  • Return shipping
  • Redelivery charges
  • Payment-processing fees
  • Restocking fees

Free shipping displayed at checkout does not mean the shipment has no underlying transportation cost.

Order Cancellations

Contact EZ E-Bikes 360 as soon as possible to request cancellation.

Email:

jordan@ezebikes360.com

We will attempt to cancel an order before supplier processing or shipment begins, but cancellation is not guaranteed.

Once an order has entered fulfillment or shipped, it cannot be canceled as an unshipped order.

Refusing delivery does not automatically qualify the order for a full refund and may result in applicable shipping or restocking deductions.

Return Authorization Process

To request a return or report a product problem:

  1. Email jordan@ezebikes360.com
  2. Include your name and order number
  3. Identify the product
  4. Explain the reason for the request
  5. Include required photographs or videos
  6. Wait for written review and Return Merchandise Authorization instructions
  7. Follow the provided packaging, shipping, carrier, and return-address requirements
  8. Retain your shipping receipt and tracking number

Approval is not complete until written return instructions have been issued.

Refund Processing

Authorized refunds are issued only after the returned product has been received, inspected, and approved.

Approved refunds are normally submitted to the original payment method within 7 business days after inspection.

The customer’s bank, credit-card issuer, or payment provider may require additional time to post the funds.

Applicable deductions may include:

  • Return shipping
  • Original shipping charges where permitted
  • Restocking fees
  • Payment-processing fees
  • Missing-component deductions
  • Customer-caused damage
  • Refused-delivery costs

Any applicable deductions will be handled according to the brand-specific terms above.

Warranty Claims

A warranty claim is different from a change-of-mind return.

Products that develop a covered manufacturer defect outside the applicable return period may qualify for:

  • Diagnosis
  • Troubleshooting
  • Replacement parts
  • Repair assistance
  • Product replacement
  • Another applicable warranty remedy

Customers may be required to provide:

  • Proof of purchase
  • Photographs
  • Video
  • Serial numbers
  • Maintenance information
  • Troubleshooting information

Warranty eligibility is subject to the applicable manufacturer or supplier warranty.

Contact Information

EZ E-Bikes 360
4862 Foyle Way
Memphis, TN 38125
United States

Email: jordan@ezebikes360.com
Phone: (901) 438-4793
Support Hours: Monday–Friday, 9:00 a.m.–5:00 p.m. Central Time

Nothing in this policy limits any non-waivable rights available under applicable law.