Refund policy

Returns, Refunds and Restocking Fees. GOTRAX believes in the quality of its products and wants you to shop with confidence. Please read the following carefully to understand our returns and restocking fee policy applicable to all accessories, eBikes, eScooters, and electric rideables sold by GOTRAX. Note that individual parts and components are non-refundable.

• Returns of New and Unused Items Within 14 Days of Receipt. We allow you to return any item in new and unused condition within 14 days of receipt for a full refund with no restocking fee, less shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally.

• Returns of Used Items. Any items returned in a used condition may be returned within 14 days of purchase subject to the return shipping charges and a restocking fee in the amount of fifty percent (50%) of the purchase price. Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer.

• Returns of New and Unused Items Outside the 14-Day Window. If you wish to make a return outside of the 14-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee in the amount of twenty percent (20%) of the purchase price.

Address Changes: requests must be done on the order date; otherwise, we cannot guarantee the update will be processed before the order is fulfilled.

Return Eligibility: Ship your unused scooter within 14 days of order reception in the original box for eligibility.

Damaged Scooters: Incorrectly packaged scooters leading to damage incur repair costs and return shipping, rendering them ineligible for return or a restocking fee.

Cancellations: Order information is transmitted to our fulfillment centers every morning (Eastern Standard Time), hence, any requests for order cancellations must be initiated on the same day the order is placed. After the order has been processed, it is treated as a return, subject to our standard return policy. 

Return Shipping Costs. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return if there is no tracking.

Returns Mechanics, COD and Timing. Please contact a member of our customer support team using the “Contact Us” information below in Section 28. We will notify you at the email address on file when we process your return. Most refunds show up to your payment card or payment account within 72 hours of processing (or on your next paper statement).

No Bike Shop Returns. Please note that each of our partner bike shops sets its own return and exchange policies and procedures. We do not accept returns of items purchased from bike shops. Please contact the place of purchase to discuss their return policy.

Refused Shipments (ebikes) – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $250 per ebike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $250. Please note, in order to receive a refund, you must notify GOTRAX of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.

Refused Shipments (escooters) – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of up to $75 per escooter to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $75. Please note, in order to receive a refund, you must notify GOTRAX of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.

Battery Returns. Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.