Return and Refund Policy

Please call us at (386) 488-1215 so we can help you with your return.  Grey Carts and e-Bikes is not responsible for return shipping costs, and it is the customer's responsibility to ensure the safety of the shipment and the success of the return and must choose a signature confirmation service for the shipment. Grey Carts and e-Bikes is not responsible for any damage, loss or other incident in transit to the shipment returned by the customer. It is highly recommended to add additional shipping insurance for the returned parcels. 

1. All returns and refunds must be within 15 days of receiving the bike.
2. All bikes over 10 miles in total mileage cannot be refunded.
3. All returns will embody a processing 5% and a $150 shipping fee plus the return shipping fee at one’s own expense. 
4. All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, or any signs of use and must be in the same packaging and condition as you received them and must include all items in the box (battery, charger, keys, hardware, etc.). If the packaging or shipping box is destroyed or disposed of, the customer forfeits their ability to return item for defects or any other reason.

Shipping damage returns:

Customers may reject packages due to severe shipping damage (functionality that affects use such that the main structure of the product is significantly deformed in a way that affects its normal function in any way.) and open a case with the shipping carrier, please contact us and provide us with photos or videos of proof to resolve missing and severely damaged parts or other quality-related issues. Our customer service team will help arrange a replacement.

Photos and/or videos are required as evidence in order for us to better understand the problem and effectively resolve it.

Note: The following conditions will be considered minor and will not apply to the free exchange or refund policy.

1. Minor damage to the outer packaging.
2. Slight scratches or paint loss on the product.
3. Malleable parts bent due to shipping.
4. Replaceable bike parts on the handlebar.

Note: We do not accept any shipping damage returns after 5 days of receiving the product and all shipping damage claims will be denied.