Refund policy

We want you to feel confident in your Amego e-bike purchase. This policy explains our cancellation, return, refund, and exchange procedures, including eligibility requirements, applicable charges, and processing timelines.

Your statutory rights still apply. This policy applies to voluntary change-of-mind returns and exchanges. It does not limit statutory cancellation rights, warranty obligations, or other remedies that cannot legally be excluded. Charges apply only where permitted by law.

Purchases made in-store. Shipping charges do not apply to returns or exchanges for purchases made in-store. All other eligibility requirements and applicable charges, including any transaction fee or restocking fee, remain the same unless we confirm a waiver in writing.

Return & refund summary

  • Cancellation before shipment: 100% refund. No cancellation or restocking fee.
  • Unused e-bike, within 14 days: purchase price less two-way shipping charges (online purchases only) and a 2% transaction fee.
  • Lightly used e-bike, up to 25 km, within 14 days: purchase price less a 25% restocking fee, two-way shipping charges (online purchases only) and a 2% transaction fee.
  • More than 25 km ridden, or after 14 days: not eligible for a voluntary change-of-mind return.
  • Colour, size or model exchange: within 14 days and up to 25 km, with written approval. Two-way shipping may be waived for an in-store exchange.
  • Defective, damaged or incorrect product: assessed separately under applicable law and warranty terms.

1. Order cancellation before shipment

Orders cancelled before shipment are eligible for a 100% refund with no cancellation or restocking fees. We ship orders quickly, so contact us right after placing your order if you want to cancel.

Once an order has shipped, the request will be assessed under the applicable return provisions or any statutory cancellation rights that apply.

2. Voluntary returns within 14 days

Return requests must be submitted within 14 calendar days of delivery to qualify for the standard voluntary return policy.

Unused e-bikes

Refund: purchase price less two-way shipping charges and a 2% transaction fee.

  • The e-bike must be unused and free from signs of wear or damage.
  • Original packaging and protective materials must be included.
  • All original components, accessories, keys, chargers, manuals, tools, and other supplied items must be returned.
  • The request must be submitted within 14 calendar days of delivery.

We will provide return shipping instructions for eligible returns. For purchases made online, applicable two-way shipping charges and the 2% transaction fee will be deducted from the refund where permitted by law. Shipping charges do not apply to purchases made in-store; the 2% transaction fee remains applicable unless otherwise confirmed in writing.

Lightly used e-bikes (up to 25 km)

Refund: purchase price less a 25% restocking fee, two-way shipping charges and a 2% transaction fee.

  • The e-bike must have been ridden for no more than 25 km.
  • The request must be submitted within 14 calendar days of delivery.
  • Original packaging, protective materials, and all supplied components and accessories must be included.
  • The e-bike must be free from damage, excessive wear, scratches, stains, or other deterioration beyond the permitted use.

We will provide return shipping instructions for eligible returns. For purchases made online, the applicable restocking fee, two-way shipping charges and 2% transaction fee will be deducted from the refund where permitted by law. Shipping charges do not apply to purchases made in-store; the restocking fee and 2% transaction fee remain applicable unless otherwise waived or confirmed in writing.

Unless otherwise disclosed before purchase, the 25% restocking fee is calculated on the e-bike's purchase price before applicable taxes, excluding shipping and separately priced accessories.

E-bikes ridden more than 25 km

E-bikes ridden for more than 25 km are not eligible for an ordinary voluntary change-of-mind return. This restriction does not affect mandatory rights or remedies available under applicable law, including those relating to defective, misrepresented, or non-conforming products.

3. Exchange policy: colour, size or model

If you are not satisfied with your e-bike's colour, size, or model, you may request an exchange, subject to these conditions:

  • The request must be submitted within 14 calendar days of delivery.
  • The e-bike must have been ridden for no more than 25 km.
  • The e-bike must meet all applicable condition and packaging requirements.
  • All original components, accessories, keys, chargers, manuals, tools, and protective materials must be included.
  • The exchange must receive written approval from our team before the e-bike is shipped back.

E-bikes ridden for more than 25 km or exchange requests submitted after the 14-day window are not eligible for a standard preference-based exchange, subject to applicable statutory rights.

Exchange charges

For online purchases, applicable two-way shipping charges apply to approved exchanges that require shipping, along with a 2% transaction fee. For purchases made in-store, shipping charges do not apply; other conditions and applicable charges remain the same.

  • Unused e-bike: no restocking fee normally applies; two-way shipping charges and the 2% transaction fee may apply.
  • Lightly used e-bike, up to 25 km: a 25% restocking fee may apply, in addition to two-way shipping charges and the 2% transaction fee.

Two-way shipping charges may be waived if you bring the e-bike back to any Amego store and exchange it for another product. We may also waive some or all of the restocking fee on a case-by-case basis. Applicable shipping charges, the 2% transaction fee, any restocking fee, and approved waivers will be confirmed before the exchange is finalized. Charges apply only where permitted by law, and any additional charges must be disclosed and agreed upon in advance.

Price differences

If the replacement e-bike costs more than the original, the customer must pay the agreed price difference before the exchange is completed. If the replacement costs less, any price adjustment or refund will be confirmed in writing before the exchange is finalized.

Exchange authorization

Customers must obtain written authorization and return instructions before shipping an e-bike back. Unauthorized returns may delay processing. All returned e-bikes are subject to inspection before an approved exchange is finalized.

Exchanges requested because of a change in personal preference are treated separately from claims involving defective, misrepresented, or incorrectly supplied products.

4. Condition and packaging requirements

All e-bikes returned under the voluntary return or exchange policy must be prepared securely for transportation. The return must include:

  • Original packaging and protective materials
  • Battery and charger
  • Keys and display, where applicable
  • All original components and accessories
  • Manuals, tools, and other items supplied with the original order

The e-bike must be free from damage, stains, scratches, excessive dirt, and other signs of deterioration beyond the limited use permitted under the applicable category. Customers must follow the return shipping instructions provided by our team.

Missing components, damage, or failure to meet eligibility requirements may affect a voluntary return or exchange. Any deduction must be reasonable, properly explained, and permitted by applicable law.

5. Defective, damaged or incorrect products

If your bike or box arrives damaged, note the damage on the delivery slip before signing and always accept the delivery, as refused deliveries can incur additional fees. Then contact us promptly with your order number, a description of the issue, and clear photos of the box, the bike, and the signed delivery slip.

We encourage customers to report issues within 7 calendar days of delivery where possible, as prompt reporting can help with investigation and resolution. Reporting an issue after this period does not automatically eliminate any rights or remedies available under applicable law.

Depending on the circumstances, the appropriate next steps may include troubleshooting, repair, replacement, or a refund where required or appropriate. Defective-product claims are assessed separately from change-of-mind returns and preference-based exchanges. Standard mileage restrictions, restocking fees, and shipping deductions will not automatically apply where the law requires a different remedy.

6. Inspection and refund processing

Returned e-bikes must be received and inspected by our warehouse before an ordinary voluntary return refund or exchange is finalized. Once inspection is complete, we will notify you by email of the outcome and any applicable deductions.

Approved refunds will generally be issued to the original payment method. The final refund amount will reflect the applicable return category and any lawful, disclosed charges.

We aim to process approved refunds promptly. Please allow up to 30 days for the refund to appear in your account, depending on the payment provider and financial institution. Any statutory cancellation or refund deadline takes precedence over our usual processing timeframe.

Apart from the 2% transaction fee described above, original payment-processing fees are not deducted from refunds.

7. Important terms

  • The 14-day return period is a voluntary policy deadline for ordinary change-of-mind returns and preference-based exchanges.
  • The 25 km mileage limit applies to voluntary returns and preference-based exchanges.
  • Shipping charges apply only where shipping is required and do not apply to returns or exchanges for purchases made in-store.
  • Restocking fees and the 2% transaction fee otherwise remain applicable unless waived or confirmed otherwise in writing, and only where permitted by law.
  • Written approval is required before sending an e-bike back for an exchange.
  • This policy does not replace applicable warranty obligations or statutory consumer rights.
  • Where applicable law provides a greater right or remedy, the law will prevail.

For online purchases, additional statutory cancellation rights may apply in certain circumstances, including where required disclosures or agreement-copy requirements have not been met.

Need help with an order?

For cancellations, return requests, exchange authorization, or product concerns, contact our team. Include your order number so we can help you faster.

Email: sales@amegoev.com
Toronto: 416-907-4922
Calgary: 403-757-0154