Cancellation and Return Policy

Order Cancellation

● Unshipped Orders: Orders placed between Friday to Monday may be cancelled before 12:00 PM PST on the same Monday. Orders placed between Tuesday and Thursday may be cancelled before 12:00 PM PST on the same Thursday. However, a 5% cancellation fee will be withheld from the total refund amount for all credit card transactions. Orders paid via Interac e-transfer, RBC PayPlan, and Affirm are fully refundable. Please contact us as soon as possible if you decide to cancel your order.

● Shipped Orders: Shipped orders cannot be cancelled. You will need to request to return the product after you receive it.


Order Return

● Unopened Packages:

○ eBikes: Unopened eBikes are subject to a 15% restocking fee. The customer is also responsible for the return shipping. The restocking fee will be withheld from the total refund amount. If the customer requests a return shipping label from Rize Bikes instead of arranging their own return shipping, the shipping fee will also be withheld from the total refund amount.

○ Parts and Accessories: Unopened parts and accessories are subject to a 15% restocking fee. The customer is also responsible for the return shipping. The restocking fee will be withheld from the total refund amount. If the customer requests a return shipping label from Rize Bikes instead of arranging their own return shipping, the shipping fee will also be withheld from the total refund amount.

●  Opened Packages:

○ eBikes: eBikes with 7KM (5 Miles) or less on the odometer are eligible to be returned. Open eBikes are subject to a 25% restocking fee. The eBikes must be free of any damage, dirt, dust, stain, or signs of wear and tear, and must be in the original packaging and condition in which they were received. All items included in the original package must also be returned. The customer is solely responsible for the return shipping. The restocking fee will be withheld from the total refund amount. If the customer requests a return shipping label from Rize Bikes instead of arranging their own return shipping, the shipping fee will also be withheld from the total refund amount.

■ Depending on the conditions of the eBikes upon their return, an additional service charge of up to 25% of the bikes’ original value may be withheld from the total refund amount to cover repairs and/or replacements of any damaged parts. Rize Bikes will provide inspection reports for returns subject to additional service charges.

■ In the event that the customer has already disposed of the original packaging, it is the customer’s sole responsibility to secure the proper box and packaging material for the return shipping. It is the customer’s sole responsibility to secure a box of the same or very similar dimensions to the original box. Please contact Rize Bikes to confirm the dimensions of the original box if required. The customer is solely responsible for any extra costs incurred from using incorrectly sized boxes.

■ The value of any missing items will also be withheld from the total refund amount at their full MSRP. 

■  Undamaged eBikes in proper working order with over 7KM (5 Miles) on the odometer are not eligible to be returned.

○ Parts and Accessories: Opened parts and accessories are subject to a 25% restocking fee. The customer is also responsible for the return shipping. The restocking fee will be withheld from the total refund amount. The parts and accessories must be unused, free of any damage, dirt, dust, stain, or signs of wear and tear, and must be in the original packaging and condition in which they were received. If any parts or accessories were damaged during return shipping, the customer may be held responsible for up to the full value of the parts and/or accessories, depending on the conditions in which they were received. 

■  In the event that the customer has already disposed of the original packaging, it is the customer’s sole responsibility to secure the proper box and packaging material for the return shipping.


Returning Defective Products

● For eBikes:

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of defective eBikes. The decision to repair, replace, or exchange the defective eBikes is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ The eBike must be in the original packaging in which they were received. In the event that the customer has already disposed of the original packaging, it is the customer’s sole responsibility to secure the proper box and packaging material for the return shipping. The box must be of the same or very similar to the dimensions of the original box.
○ Please contact Rize Bikes to confirm the dimensions of the box are acceptable before returning the eBike. The customer will be held responsible for any extra costs incurred from using incorrectly sized box(es).

○ If you would like to return the eBike instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section in the Return Policy will apply.

● For Parts and Accessories:

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of defective parts and accessories. The decision to repair, replace, or exchange the defective parts and accessories is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ If you would like to return the Parts and Accessories instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.

If you receive a defective product, please notify us immediately and cease the use of the product. If you continue to use a product after noticing a defect, the product will no longer be covered under the Return Policy.


● The following items are not eligible for returns. In extraordinary cases of breakage and/or malfunction covered under our Warranty Policy, Rize Bikes may authorize the products to be exchanged or replaced. Any exchange or replacement must first be approved, and the decision is at the sole discretion of Rize Bikes. 

○ Used Products

○ Batteries

○ Special Orders

○ Sale Items

○ Gift Cards


Exchange

The customer may request to exchange an eBike within 14 days of receiving it. The eBike must be free of any damage, dirt, dust, stain, or signs of wear and tear, and must be in the original packaging and condition in which it was received. In the case of an exchange, the restocking fee is waived; however, the customer is responsible for the return shipping cost and the shipping cost of the replacement eBike. If the exchange results in excess of payment for the customer, the difference will be credited to the customer in the form of a gift card. Contact Rize Bikes for a quote on the shipping costs when requesting an exchange. The decision to approve or reject an exchange is at the sole discretion of Rize Bikes.


Shipping Damage

● Do not refuse a shipment that arrives damaged. Please receive the shipment and document the damage(s) via photos and/or videos. Rize Bikes will take the responsibility to repair or replace any products that arrive damaged. If a customer refuses a shipment for any reason, they will be held responsible for any additional shipping costs incurred.

● In the unfortunate event that a product is damaged during shipping, please notify us within 14 days of receiving the package and supply the following:

○ The order number.

○ Pictures of the shipping box from all angles, including close-ups of any visible damage.

○ Pictures of the damaged product(s) from all angles, including close-ups of any visible damage.

○ In cases where a product is damaged in a way that is not clearly visible, follow this Streamable Guide and provide a video that highlights the effect(s) caused by the shipping damage.

● For eBikes:

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of eBikes damaged during shipping. The decision to repair, replace, or exchange the damaged eBikes is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ If you would like to return the eBike instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.

● For Parts and Accessories: 

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of parts and accessories damaged during shipping. The decision to repair, replace, or exchange the damaged parts and accessories is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ If you would like to return the Parts and Accessories instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.

Shipping damage claims are time sensitive and it is the customer’s responsibility to immediately inspect products for damage upon receipt.


Return Process

● Customers must contact Rize Bikes within 14 days of receipt to initiate the return process for products eligible for returns.

● Customers must provide any information and documentation requested by the Rize Bikes team in order for returns to be processed.

● All returns must be first approved by Rize Bikes. Any unauthorized returns will be rejected and returned to you at your own cost.

● Refunds will only be issued once the returned products have been received and inspected by the Rize Bikes team. Refunds are issued via the original payment methods used at the time of order. Refunds are generally issued within 3 to 5 business days and may take up to 5 business days before they show up on your financial statements.

● Once your return request has been approved, please ship your return to the address below and provide us with the shipment’s tracking number. The Rize Bikes team will supply you with an RMA form that must be included with the shipment. Alternatively, we can arrange the return shipping on your behalf and have our courier pick up your return package. In this case, the return shipping cost will be withheld from the total refund amount.

● In the event that the customer has already disposed of the original packaging, it is the customer’s sole responsibility to secure the proper box and packaging material for the return shipping. The box must be of the same or of very similar dimensions to the original box. Please contact Rize Bikes to confirm the dimensions of the box are acceptable before returning the eBike. The customer will be held responsible for any extra costs incurred from using incorrectly sized box(es).


Rize Bikes Return Address:

Rize Bikes

c/o Return - #OrderNumber

113-2680 Shell Road

Richmond, BC V6X 4C9


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