At Prime-E-Bike EU online store, operated by PrimeElectronics OÜ, we are committed to ensuring your satisfaction with our products. If you are not completely satisfied with your purchase, you can return new and unused e-bikes within 14 days of delivery. Please review our return and refund policy below for detailed information.

Eligibility for Returns

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

- New and Unused Condition: To be eligible for a return, your item must be in the same condition as you received it, unworn, unused  and it must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original proof of purchase.
- 14-Day Return Window: Returns must be initiated within 14 days from the date of delivery.

Return Process

1. Initiate a Return: To start a return, please contact our customer support team at support@prime-e-bike.eu. Provide your order number and reason for the return.
2. Receive Return Label: Once your return request is approved, we will either send you a return shipping label via email, or the courier will attach label himself to the returned item box, at the moment of picking up the return item from you. 
3. Prepare the Package: We will send you the return label via email or the courier at the pickup moment will issue/attach shipping label and affix it to the outside of the original box. Ensure the e-bike is securely packed in its original packaging. We will issue the exact instructions before the courier will pick up the returnable item.
4. Courier Pickup: Wait for the courier to pick up the package from your location. We will arrange the return shipping.

Return Fees

- Return Shipping Fee: A fee of €200 per bike will be deducted from your refund to cover the cost of return shipping.

Important Notes

- Original Packaging: Please use the original box when returning the e-bike. Returns without the original packaging may not be accepted.
- Contact Before Returning: Items sent back to us without first requesting a return will not be accepted.
- Self-Arranged Shipping: We are not responsible for the shipping cost of packages returned by customers themselves. We will arrange the return shipping to ensure a smooth process.

Refunds

Once we receive and inspect your returned e-bike, we will notify you of the status of your refund. If approved (After we confirm that the returned item is consistent with the buyer's description), your refund will be processed, and a credit will automatically be applied to your original method of payment within a 5 business days or receiving the returned item, minus the €200 return shipping. If the model of the returned e-bike or battery is inconsistent with the order information, we cannot provide a refund;

Contact Us

If you have any questions or need further assistance, please do not hesitate to contact our customer support team at support@prime-e-bike.eu. We are here to help and ensure your experience with Prime-E-Bike EU online store operated by PrimeElectronics OÜ is a positive one.

Thank you for choosing Prime-E-Bike EU online store.