We accept order cancellation before the product is shipped or produced. Once the order is canceled, you will get the full refund through the original payment route. while we cannot cancel the order if the product already has been shipped out. Moreover, To prevent loss or damage when return, please do do not reject the deliveried ebike, and do receive the package first, then contact us via livethat/telephone/email immediately, we will call the Direct Freight Express to pick up door to door and take it back. The left refund that has deducted the certain shipping cost will be applied to the original card used in the transaction. Appreciated for your kindly cooperation in advance.
Returns (if applicable)
We accept a return on products. Customers have the right to apply for return within 7 days after the receipt. To be eligible for a return,customers must receive the product in 100% new, Re-sellable condition. Merchandise is not eligible for a refund if it has been assembled, ridden, worn, used, abused, damaged in any way. The merchandise must arrive complete, including warranty cards, manuals, accessories,promotional material, and in the original packaging. Customer must initiate return shipment of the merchandise within after the delivery date , and pay for the shipping cost to EUNORAU’s warehouses located in the Australia. We will finish the inspection within 5 days after receipt of the product. If the returned products are not in original condition according to Clause, we will refuse a refund.If the returned products are in original condition according to Clause, and the reasons attributable to the EUNORAU, we will agree to refund the full paid amount, while the reasons attributable to the Customer, we need to deduct the shipping cost first, then the left part will be refunded.
1) The reasons attributable to the Customer if:
- Customer placed wrong order or purchased wrong/unwanted product etc.
- The product was shipped back without admittance from EUNORAU.
- The product was damaged when shipping back.
2) The reasons attributable to the EUNORAU if:
- Eunorau shipped out the incorrect product;
- The product shipped was damaged or defective;
- The product was damaged in shipping out.
Refunds (if applicable)
Progress time: 1-3 business days.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at:
Phone Num.: +61 (03) 9014 9688 (Monday-Friday: 10:30 am-2:00 pm, 3:00 pm-7:30 pm, UTC+10)