Refund policy

At QualityQuestBikes.com, we strive to ensure your complete satisfaction with every e-bike purchase. If you are not entirely satisfied with your order, we offer a 30-day return policy, subject to the following terms:

 

1. Eligibility for Returns

  • Timeframe: You may request a return within 30 days of receiving your e-bike or e-trike. You can also cancel your order any time before your order ships completely free of charge (exceptions apply such as custom orders, see below). 

  • Condition: The product must be returned in its original (new and unused) condition, with all accessories, documentation, and packaging intact. Any signs of damage or alteration may affect your eligibility for a full refund.

  • Warranty: All of our e-bikes come with guaranteed warranty policies, ensuring that you will receive a fully functional, operating product without any extra expenses incurred on your end.

2. Return Process

  • Requesting a Return: To initiate a return, please contact our customer service team with your order details at +1 (877) 284-4848, the chat in the bottom left, or email   any time during business hours. 

  • Return Label: While our company may assist customers with the relevant details, the customer is 100% responsible for printing and/or obtaining the correct return label.

  • Restocking Fee: There is a 25% of the purchase price restocking fee that applies to a returned order. 

  • Credit Card Processing Fee: There is a 5% refund processing fee for all eligible returns.

  • Packaging: Please ensure the e-bike is securely packaged to prevent damage during transit.

3. Refunds

  • Processing Time: Once your returned e-bike or e-trike is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the corresponding refund will be processed within 7 business days, and a credit will automatically be applied to your original method of payment.

  • Refunds for Orders that have not shipped yet: If you request a refund 24 hours after placing an order, you will receive a full refund. If you request a refund prior to shipping your order after the 48 hours have passed, we will refund you the entire amount minus the applicable credit card processing fees.
  • Refunds requested following Direct invoicing are subject to a  5% credit card processing fee irrespective if the order has been shipped or not.

4. Exchanges

  • Defective or Damaged Products: If your order arrives damaged or defective, we will arrange for a replacement or full refund at no additional cost to you. Please contact us immediately at +1 (877) 284-4848 or via email at  to report any issues.

5. Exceptions

  • Non-Returnable or Non-Exchangeable Items: Certain items may not be eligible for return, including custom-built e-bikes, accessories or those marked as final sale.

  • Late Returns: Returns or Exchanges requested after the 30-day period will not be accepted.

6. Contact Us

For any questions or concerns regarding our refund and return policy, please contact us at +1 (877) 284-4848 or email  . We are here to assist you and ensure a smooth and satisfactory return process.

Thank you for choosing Quality Quest Bikes. We appreciate your business and are committed to providing you with the best quality service possible.

 

7. Cancellations & Refunds of Custom-Build Orders

Custom-build or made-to-order products cannot be canceled, refunded or exchanged as these products are put into production specifically for your order. 

These units are custom-made to your specification or created once you order. Once you place your order we will have it built and shipped to our warehouse for inspection and then shipped again to your address.

Rest assured that your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

  

Please Read the Following Terms

When you are making a purchase from QualityQuestBikes.com, you are acknowledging the following of the Refund and Return Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to our store within 24 hours of the product being delivered.

  • I understand that I am responsible for understanding the warranty terms and conditions of the products I buy. 

  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur in the event that original packaging is damaged or destroyed.

  • I understand that I am responsible for the cost of return shipping and the cost of new product shipping in the case of a refund or exchange. We recommend that customers use trackable shipping services for added security. Please note that we cannot guarantee receipt of the returned items.
  • I understand I am responsible for improper packaging that may cause damage to the product during transit. I must ensure that the package  is properly secure and that it adheres to the same way it was originally delivered to you. If the product arrives damaged to its return location you will be subject to an additional 25% restocking fee.
  • I understand that I am responsible to cover any credit cards reprocessing fees (5%)
  • I understand that if my order has left the warehouse, I may be ineligible to receive a full refund. 
  • I understand that if I receive gifts or accessories included as part of an e-bike or e-trike product, I am responsible for returning the items intact and new and responsible for the shipping process. 
  • I understand that orders that cannot be delivered or are refused/unclaimed with the carrier are treated as a return.
  • If not detailed under this policy, I understand that additional brand-specific conditions may apply as detailed in the Shipping & Refund tabs of each product.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) arrive damaged please send photos of the damage, box, order no. and SKU, along with a brief description of the damage to  and we will process a warranty claim on your behalf.

Freight damage claims are extremely time-sensitive and will not be accepted more than 24 hours after delivery. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

Warranty

All of our E-Bikes have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end.  Please also note that if an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Please refer to our Warranty Page for more details.

 

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.


Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Contact  for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.