Refund Policy
Exchange & Return
If your order doesn't meet your expectations, our team is ready to assist in resolving any concerns. For further details on our return/exchange policy, please refer below. We kindly request that you preserve the bike's original packaging in good condition, as it may be needed in the event you wish to initiate a return or exchange request in the future.
Exchange
This policy is applicable solely to ebikes and comes into effect 15 days after the date of receipt. Customers are required to contact our Customer Service team at customer@lacrosebike.com beforehand, and we will issue a notification of approval via email. Please note that return shipping costs are not covered by us. For exchanges to be considered, the e-bike must meet the following criteria: no damaged parts, fewer than 10 miles on the odometer, devoid of any signs of wear and tear, dirt, dust, fragrances, or indications of use, and must be returned in the same packaging and condition in which it was initially received, including all original items such as the charger, keys, hardware, and so on.
Return
To initiate a return request and obtain the necessary authorizations, please reach out to our Customer Service team via customer@lacrosebike.com. It's important to note that we do not accept return shipments without prior authorization, and we cannot assume responsibility for any loss, damage, or other incidents related to shipments arranged independently by the customer.
We are not responsible for return shipping costs and it is the customer's responsibility to ensure the safety of the shipment and the success of the return.
New and unused ebikes within 15 days of delivery
We accept the return request of new and unused ebikes within 15 days of delivery. Customers will be charged a 10% processing fee and the return shipping costs are not covered by us.
Return condition: no damaged parts; less than 10 miles on the odometer; be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it and must include all items that were inside the box (charger, keys, hardware, etc.)
Used ebikes
Any used items may be returned within 15 days of purchase. Customers need to cover the return shipping fee and a 20% restocking fee of the purchase total amount due to maintenance.
Return condition: without any damage; less than 20 miles on the odometer.
Issue the refund after you return
A refund will be issued within 15 days after receiving the returned bike.
Non-returnable/non-refundable Items(not limited to):
all accessories, special orders, and sales items except in EXTREME cases of breakage/malfunction.