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Refunds & returns policy

RETURNS AND REFUNDS POLICY

Last Updated: 19 December 2024

At Celerity eBikes, we strive to provide exceptional products and customer satisfaction. If you are not completely satisfied with your purchase, we are here to help. Please read our Returns and Refund Policy carefully.

1. Eligibility for Returns

  • Cooling-off Timeframe: You may return your eBike within 5 days of the purchase date for a full refund.
  • Condition: To be eligible for a return, your eBike must be unused, in the original packaging, and in the same condition that you received it. It should include all accessories, manuals, and any free gifts or promotional items received with the order.

2. Non-Returnable Items

The following items cannot be returned:

  • Custom orders
  • Items marked as final sale
  • Used or damaged eBikes
  • Accessories and parts that have been installed or used

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Refer to “contact us” detail specified on the website or Email our customer service team at support@celerityebikes.co.za to obtain a Return Merchandise Authorization (RMA) number.
  2. Prepare Your Return: Securely package the eBike and include the RMA number inside the package.
  3. Shipping: Ship the package to the address provided by our customer service team. You are responsible for the return shipping costs unless the return is due to our error (i.e., incorrect or defective items).

4. Refunds

  • Once we receive and inspect your returned eBike, we will notify you of the approval or rejection of your refund within 48 hours of receiving the item.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

5. Exchanges

If you need to exchange your eBike for a different model or size, please follow the Return Process above and place a new order for the desired item.

6. Defective or Damaged Items

If you receive a defective or damaged eBike, please contact us within 7 days of receipt. We will provide instructions for a replacement or repair at no additional cost.

7. Questions and Contact Information

For questions regarding returns or refunds, please refer to the contact us details on our website or contact our customer service team:

  • Email: support@celerityebikes.co.za