Returns & Refunds Policy
1. Pre-orders Order Cancellations
1.1 For all orders (including pre-orders), your credit/debit card will be charged immediately upon purchase. Payment will be collected right away, regardless of when the item is expected to ship.
1.2 If you cancel your e-bike order before it ships, an 8% processing fee will be deducted, and you will receive a refund of 92% of the total order price.
1.3 If you need to change your order, such as altering the shipping address or exchanging items after shipment, a $20 change fee will apply.
1.4 All cancellation requests must be submitted via email to the Leoguar customer service team at info@leoguarbikes.com. Order cancellations cannot be processed over the phone. Once your cancellation is successfully processed, you will receive a confirmation email. If you do not receive this email, the cancellation was unsuccessful.
Note:
If you refuse to accept the package without a valid reason, you will be responsible for the shipping costs.
2. Returns
2.1 You may initiate a return within 15 days of delivery. Returns will not be accepted after 15 days. Before starting the return process, you must contact Leoguar at info@leoguarbikes.com for return authorization. Returns without prior authorization will not be accepted.
2.2 Unused Items: To be eligible for a return, the bike must be unused, free from dirt, dust, and odors, and in the original packaging and condition in which you received it. If the original packaging is damaged, we may charge an additional $200 for a new package to prevent damage during return shipping. Return shipping costs are the responsibility of the customer, and a restocking fee of up to 25% may be applied.
2.3 Used Items: We do not accept returns on any used items unless there is extreme damage or malfunction.
3. Exchanges
3.1 Please contact us at info@leoguarbikes.com before initiating an exchange. Customers are responsible for the shipping costs associated with exchanges, and an exchange fee of up to 15% may be applied.
Note:
If your return or exchange request is approved by Leoguar, you may receive a replacement product or a refund.
4. Late or Missing Refunds
4.1 If you have not received your refund within 2 business days after it has been approved, please recheck your bank account and contact your credit card company/bank, as refunds may take some time to officially post. If you’ve done all of this and still have not received your refund, please contact us immediately at info@leoguarbikes.com.
5. Shipping Damage Claims
5.1 In rare instances, items may be damaged during transit. If your item is damaged during shipping, please contact us at info@leoguarbikes.com with photo or video evidence.
Note:
Shipping damage claims must be submitted within 7 days of delivery. We will not accept claims made after this period.
6. Non-Returnable Items Include (but are not limited to):
- Used Equipment
- Apparel (clothing, hats, etc.)
- Battery packs
- Helmets
- Special orders
- Gift cards
- Gifted orders
- Items showing signs of wear
- Open-box and refurbished bikes
7. Disclaimer
Leoguar guarantees that every product is in perfect condition when it is shipped. However, we understand that each item's journey to you is unique. We reserve the final right to decide whether to accept your return and refund requests. Our team will assess each request fairly and objectively to ensure that every customer is treated justly.
8. Confirming Your Item's Condition
8.1 To be eligible for a return, the item must be unused (e-bikes must be in new condition with less than 15 miles), free from dirt, dust, or odors, and in the same packaging and condition that you received it. All items that came with the bike (e.g., charger, pedals, bell, front & rear reflectors, headlight, toolkits, user manual, etc.) must be included.
8.2 Any e-bike cancellation/return will incur a $150 return fee, and a 15% processing fee will be applied to any item being returned or canceled.
9. Exchanges
We only replace items if they are severely defective or extremely damaged. If you believe you may be eligible for an exchange or replacement, please contact our support team at info@leoguarbikes.com.
10. Shipping Damage Claims
10.1 In rare cases, items may be damaged during transit. If your item arrives with missing parts or severe damage, please contact Leoguar at info@leoguarbikes.com with photo or video evidence for quicker resolution.
10.2 Severe damage refers to significant changes to the main structure that impact functionality.
Note:
The following do not qualify for a free replacement or refund:
- Minor damage to packaging
- Small scratches or paint chips on the product
- Damage or wear to parts from heavy use
- Damage or wear to parts after regular use over time
Note:
Shipping damage claims will not be accepted if reported more than 7 days after delivery.
If you have any questions, please don't hesitate to contact our customer service team. Thank you for choosing Leoguar E-Bike. We're committed to providing you with the best shopping experience possible.
