Refund policy

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We want you to shop with confidence. Here's exactly how returns, refunds, cancellations and delivery issues work for GOTRAX eBikes, eScooters, electric rideables and accessories bought on GOTRAX.com.

At a glance

Situation	Returnable?	What it costs
Unopened, in original packaging, within 31 days	✅ Yes	You pay return shipping
Opened or lightly used (no damage, under 20 miles), within 31 days	✅ Yes	Return shipping + 25% restocking fee
Defective, confirmed by our support team, within 31 days	✅ Yes	Free. We send a prepaid label
Accessories, unused, within 31 days	✅ Yes	You pay return shipping
Heavily used or damaged while in your possession	❌ No	—
Batteries	❌ No	—
Individual parts and components	❌ No refund	—
Bought from a partner bike shop	↩️ Contact that shop	—

How to return an item

1. Start your return within 31 days of delivery. Go to our Contact page, choose "Return or refund" and include your order number. We'll email you an RMA number.
2. Pack it securely. Use the original box, including the styrofoam inserts, or a sturdy box that will protect the product.
3. Write your RMA number in large letters on the outside of the box.
4. Ship it within 30 days of approval to:
   GOTRAX RETURNS
   3900 W Plano Pkwy
   Plano, TX 75075
5. We inspect and refund. Once it arrives and passes inspection, we process your refund within 1 to 3 business days.

We recommend a trackable shipping service. Without tracking, we can't guarantee we'll receive your return.

Returning unopened items

• You can request a return of any item that is unopened and in its original packaging within 31 days of receipt, with no restocking fee.
• After we approve your return, you must ship it back within 30 days or it is no longer eligible.
• We refund to your original payment method once the item is back at our warehouse and inspected. Inspection takes 1–2 business days after we receive it.

Returning opened or lightly used items

• Opened or used items can be returned within 31 days of purchase.
• They must be free of any damage.
• eBikes and eScooters must have less than 20 miles on the odometer.
• A 25% restocking fee of the purchase price applies, plus return shipping.
• Approved returns must be shipped back within 30 days.

Defective products within 31 days

If your product has a manufacturing defect within 31 days of delivery, we'll make it right, and we'll cover the return shipping.

1. Contact our support team first. Use our Contact page and send your order number, the product's serial number, and photos or a short video showing the problem. Please don't ship anything back before we've reviewed it.
2. We'll troubleshoot with you. Many issues can be fixed quickly with a simple adjustment or a replacement part.
3. If we confirm a defect, we'll choose the best solution: a replacement part, a repair, a replacement product, or a return for a full refund. If a return is needed, we'll email you a prepaid shipping label. No restocking fee applies.

Please note: we inspect every returned product. If we find no defect, or the problem was caused by an accident, misuse, water exposure, modifications or normal wear, our standard return policy applies, and return shipping costs and the 25% restocking fee will be deducted from your refund. Damage that happened during shipping is handled separately. See "Items damaged in shipping" below.

After 31 days, defects are covered by your product's warranty.

What can't be returned

• Heavily used or damaged items: items with heavy wear, or damaged while in your possession.
• Batteries: shipping carriers don't allow consumers to ship high-capacity lithium-ion batteries, so battery purchases are non-returnable.
• Individual parts and components: these are non-refundable.
• Used or damaged accessories: accessories can be returned within 31 days of purchase only if they are not visibly used or damaged.
• Poorly packed returns: scooters damaged because they were packed incorrectly incur repair costs and return shipping, and are not eligible for a return.
• Bike shop purchases: each partner bike shop sets its own return policy. Please contact the shop where you bought it.

Return shipping

You're responsible for the cost of shipping your return, and shipping costs are non-refundable. The only exception is a defect confirmed by our support team, where we send you a prepaid label.

Refunds

• Refunds go back to your original payment method.
• We'll email you at the address on your order when your return is processed.
• Most refunds appear on your card or payment account within 72 hours of processing, or on your next paper statement.

Once a return is started

When you submit a return request, you're locked into the return process. We'll handle it according to this policy and can't change course, negotiate a different solution, or open a new return or warranty claim for the same order.

Cancelling or changing an order

Orders are sent to our fulfillment centers every morning (Eastern Time), so changes must be requested quickly.

• Cancellations and address changes must be requested the same day, before 4pm CST, Monday to Friday, during business hours.
• Requests made after 4pm CST or on weekends can't be processed.
• Once an order has been fulfilled, it can't be cancelled or changed, even on the same day.
• Already shipped? Contact us. If the order is delivered after your cancellation request, you're responsible for shipping it back to our warehouse.

Refusing a delivery

We can't change, intercept or cancel orders that have already shipped. If you refuse a delivery, we treat it as a return once it reaches us and refund the purchase price minus a fee to partly cover shipping costs:

Item	Refused delivery fee
eBikes	$250 per eBike
eScooters	Up to $75 per eScooter
GX series eScooters	$150 per scooter
Parts	50% of the item total

• The fee also applies if multiple delivery attempts fail, or if a hold was requested and delivery isn't successful.
• Please tell us if you refuse a shipment. If you don't, your refund will be significantly delayed.

Items damaged in shipping

• Bought Route shipping protection? File your claim through Route.
• No Route protection? File a damaged package claim with UPS: ups.com/file-a-claim.
• Damaged or missing package claims must be filed within 7 days of the delivery date.

Where we ship

• We don't ship products or parts to Canada, Puerto Rico, Hawaii or Alaska.
• We can't ship to P.O. boxes, APO/FPO addresses or commercial mailboxes (such as Mail Boxes Etc®). Please use a street address.

Undeliverable packages

If the carrier returns a package to us as undeliverable, we issue a full refund, excluding shipping charges. Please allow up to 30 days for the refund to reach your card. Undeliverable packages aren't reshipped, so you'll need to place a new order.

Carriers usually mark a package undeliverable because:

• The address is incorrect or incomplete. Please double-check your address before ordering; you're responsible for entering it correctly.
• The recipient refused it. Sending a gift? Let them know a surprise is on the way.

Questions?

Our US-based support team is here to help. Contact us.