Return Policy

Return & Exchange Policy

At Lacros E-Bike, we’re committed to your satisfaction. If you encounter an issue with your purchase, we're here to help. Please read the following policy carefully to understand your rights and responsibilities regarding returns and exchanges.

General Requirements

  • Contact us first: All returns must be approved by our customer service team. Please contact us at customer@lacrosebike.com before returning any item.
  • Original packaging required: Please keep the original box and all packaging materials, as they may be required for return.
  • Return shipping: Customers are responsible for safely packaging the return. Unauthorized returns or independently shipped returns without approval will not be accepted.

Return

  1. Non-Quality Issue Returns
You may request a return for personal reasons within 30 days of delivery, subject to the conditions and fees below:
Condition Return Window Fees
Brand-new & unused Within 15 days $200 shipping + 10% restocking fee
Within 30 days $200 shipping + 20% restocking fee
Used Within 15 days $200 shipping + 50% service charge
Requirements:
  • No damage; fewer than 10 miles (new) / 20 miles (used) on the odometer
  • No visible wear or use: clean, no dirt, dust, odors, scratches, or marks
  • All original items (charger, keys, hardware, etc.) must be included

  1. Quality Issue Returns
We stand behind the quality of our products and offer solutions if issues arise:
Return Window Policy
Within 15 days Free return or free replacement
We will provide full support and warranty services to resolve any issue.
15–30 days Return or replacement may incur partial shipping cost, depending on the situation.
We will continue to provide warranty support.
After 30 days Covered by warranty only. No return accepted beyond this period unless covered under our warranty terms.
Note: For minor, non-safety issues like scratches or paint peeling, we encourage you to contact our customer support team. If you choose not to return the product, we may offer a compensation solution on a case-by-case basis.

Refund Processing
  • Once your return is received and inspected, we will process your refund within 15 business days.
  • All applicable restocking and shipping fees will be deducted from your refund.

Non-Returnable / Non-Refundable Items
The following items are not eligible for return unless significantly defective or malfunctioning:
  • Special/custom orders
  • Discounted or clearance items

Exchange

We offer exchanges for customers who received defective items or wish to switch to a different product under certain conditions.
  1. Exchanges Due to Quality Issues
If your product has a verified quality issue, you may request an exchange instead of a return. We will cover shipping costs if the request is made within 15 days of delivery.
  • Within 15 days: Free exchange for the same or similar model (based on availability)
  • 15–30 days: We will assess the situation and may charge partial shipping
  • After 30 days: Covered under warranty only (repair or replacement of faulty components)

  1. Exchanges for Non-Quality Reasons (e.g. change of mind, wrong size/model)
We understand that sometimes preferences change. If you’d like to exchange for a different model or color, the following conditions apply:
  • Request must be made within 15 days of delivery
  • Product must be unused and in brand-new condition with original packaging
  • You are responsible for return shipping ($200) and will also be charged a 10% processing fee
  • If the requested exchange model is more expensive, you will need to pay the price difference
  • If it’s less expensive, we will refund the difference (after fees are deducted)
  • We do not accept exchanges for used products for non-quality reasons.

If you have any questions, please don’t hesitate to contact us: 📧 customer@lacrosebike.com