Returns & Refunds Policy
1. Order Cancellations (Including Pre-orders)
1.1 Payment Obligation
For all orders, including pre-orders, full payment is processed immediately upon checkout. Payment collection is not contingent upon the order’s shipment date.
1.2 Cancellation Before Shipment
If a valid cancellation request is submitted prior to the order’s shipment confirmation, an 8% Processing Fee will be deducted from the total order amount. You will receive a refund of 92% of the total order price to your original payment method.
1.3 Cancellation After Shipment
Once the order has shipped, no cancellation will be permitted. The order will be subject to our Return Policy (Section 2) instead.
1.4 Modification Requests
If you need to modify your order (e.g., change shipping address, update contact information, or adjust order contents) after shipment has been dispatched, a $20 Modification Fee will apply. Such requests are subject to availability and carrier restrictions.
1.5 Cancellation Submission Process
All cancellation requests must be submitted via email to info@leoguarbikes.com. Telephone requests will not be processed. Upon successful cancellation, you will receive a confirmation email. Failure to receive this confirmation indicates the cancellation was unsuccessful and must be resubmitted.
1.6 Unclaimed/Refused Shipments
If you refuse to accept delivery of a package without a valid reason, or fail to claim the package after multiple delivery attempts, you will be responsible for all outbound and return shipping costs, and a 15% Restocking Fee may be applied.
2. Return Policy
2.1 Return Eligibility Period
You may initiate a return request within 14 calendar days from the date of delivery confirmation (as shown by the tracking carrier’s “delivered” status). Returns submitted after this period will not be accepted.
2.2 Return Authorization (RA)
Prior to returning any item, you must contact Leoguar Customer Service at info@leoguarbikes.com to obtain a Return Authorization (RA) number. Returns shipped without a valid RA will be rejected, returned at your expense, and no refund will be issued.
2.3 Condition Requirements for Unused Returns
To be eligible for a return, the item must be in new, unused condition and must meet the following criteria:
- The e-bike must have less than 15 miles of usage.
- Free from dirt, dust, stains, odors, scratches, dents, or artificial damage.
- Must include all original accessories (e.g., charger, pedals, bell, reflectors, headlight, tool kit, user manual) and all original packaging.
- Due to the high value of e-bike products, we reserve the right to refuse returns that are not sent back in the original packaging; if we choose to accept such returns, a $200 Packaging Replacement Fee may be deducted to cover the cost of replacement packaging materials.
2.4 Return Shipping & Restocking Fees
- You are responsible for all return shipping costs. We highly recommend purchasing shipping insurance for high-value items.
- A Restocking Fee will be deducted from the refund amount:
- Up to 50% for items that show signs of use or are returned incomplete.
- Up to 25% for items returned in new, unused condition with all accessories included.
- Up to 15% for accessories returned incomplete or damaged.
2.5 Non-Returnable Items
The following items are non-returnable and non-refundable (including but not limited to):
- Used, assembled, or ridden e-bikes.
- Apparel (clothing, hats, gear).
- Battery packs and power components.
- Helmets and safety gear.
- Custom special orders or personalized products.
- Gift cards, store credits, or digital products.
- Gifted orders (unless returned to the original purchaser).
- Items showing clear signs of wear, damage, or modification.
- Open-box, refurbished, or clearance items.
3. Exchange Policy
3.1 Exchange Eligibility
Exchanges are only offered for products that are severely defective or damaged during transit that impairs core functionality. Exchanges for cosmetic reasons or change of preference are not allowed.
3.2 Exchange Process
Contact us at info@leoguarbikes.com to initiate an exchange request. You are responsible for all round-trip shipping costs. An Exchange Fee of up to 15% of the original price may apply based on the item’s condition.
3.3 Exchange Resolution
Upon approval and receipt of the returned item, we will either ship a replacement product or issue a refund at our discretion.
4. Late or Missing Refunds
4.1 Refund Processing Time
Refunds will be processed to your original payment method within 2–5 business days after we receive and inspect the returned item and approve your request.
4.2 Bank Posting Delays
Refunds may take additional time to reflect in your bank account or credit card statement due to processing times by your financial institution. If you do not see the refund within 10 business days of approval, please contact your bank first. If the issue persists, contact us immediately at info@leoguarbikes.com.
5. Shipping Damage & Missing Parts Claims
5.1 Claim Filing Period
Claims for shipping damage or missing parts must be submitted within 7 calendar days of delivery. Claims filed after this period will not be accepted.
5.2 Claim Submission
If your item arrives damaged or with missing parts, you must contact us immediately at info@leoguarbikes.com and provide clear photographic or video evidence of the damage, along with the tracking number and delivery receipt.
5.3 Definition of Severe Damage
“Severe damage” refers to structural failure, significant damage to the main frame, or functional defects that render the e-bike unsafe or unusable for its intended purpose.
5.4 Exclusions from Free Replacement/Refund
The following do not qualify for a free replacement or refund:
- Minor cosmetic scratches, paint chips, or scuffs that do not affect functionality.
- Minor damage to outer packaging.
- Damage or wear caused by improper assembly, misuse, or normal wear and tear over time.
- Damage resulting from unauthorized modification or non-OEM accessories.
6. Non-Returnable Categories (Expanded)
Please refer to Section 2.5 for a complete list. Additionally:
- Any item that has been ridden on public roads, trails, or for commercial purposes.
- Items where the serial number has been altered, defaced, or removed.
7. Disclaimer & Final Interpretation
Leoguar warrants that all products are inspected and in good working condition prior to shipment. We reserve the right to make the final decision on all return, refund, and exchange requests. Our assessment is based on the evidence provided and our inspection standards. We reserve the right to interpret this policy and make adjustments as needed to ensure fair treatment for all customers.
If you have any questions, please contact our customer service team at info@leoguarbikes.com. Thank you for choosing Leoguar E-Bike.
