30 days to return, a straight answer on who pays shipping, and your refund within 10 business days of the item reaching us.
- 30 days to start a return, from the day your order is delivered. Contact us first — every return needs an authorisation number.
- 48 hours to report courier damage, with photos.
- 15% restocking fee on change-of-mind returns.
- 10 business days to refund, once the item is back and inspected.
The short version
You have 30 days from delivery to start a return. Contact us first for a return authorisation number — items sent back without one can’t be processed. If the item is defective or we shipped the wrong one, we cover shipping both ways and refund or replace it in full. If you simply changed your mind, you pay the return shipping and a 15% restocking fee, and the item must come back unused, unassembled beyond normal unboxing, and in its original condition and packaging. Once we have it back and inspected, your refund is issued within 10 business days, to your original payment method.
What you can return
- Defective items. A bike, battery or part that fails within the warranty period, or arrives not as described. Covered under our Warranty.
- Our error. Wrong model, wrong size, wrong quantity — anything that doesn’t match your order.
- Shipping damage. Damage in transit, provided you noted it with the courier and told us within 48 hours.
- Change of mind. Accepted within 30 days on unused items in original condition and packaging, subject to return shipping and a 15% restocking fee.
What we can’t accept back
Ridden means sold. Once a bike has been ridden outdoors, had its battery cycled beyond an initial charge check, or been modified, we can’t resell it and can’t take it back as a change-of-mind return. If a ridden bike develops a fault, that’s a warranty claim, not a return — and it’s still covered. If you’re unsure about a bike, call us before you ride it.
- Items that have been ridden outdoors, assembled beyond initial setup, modified or damaged after delivery.
- Electrical components — batteries, controllers, displays — once the packaging is opened and the battery has been charged or used.
- Items sold as-is, clearance stock, or clearly listed as non-returnable on the product page.
- Anything returned after 30 days, or without a return authorisation number.
- Shipping charges already incurred on an order delivered on time to the address you gave us.
Who pays shipping
- We pay when the item is defective, damaged in transit with the damage properly recorded, or when we shipped the wrong item. We arrange the courier and send you the label.
- You pay when you’ve changed your mind, ordered the wrong size or model, or no longer need the item.
- The item must go back boxed the way it arrived, with the frame protected. A bike shipped loose or without adequate packaging will be refused by the courier, and damage in return transit is not refundable.
Restocking fee
Change-of-mind returns carry a 15% restocking fee on the price of the item. It covers re-inspection, re-boxing and re-listing, which is real work every time an item comes back through the door. The fee is deducted from your refund.
There is no restocking fee where the item is defective, damaged in transit, or where we made the error. In those cases you’re refunded in full, including the original shipping charge.
How to start a return
Don’t ship anything back before you’ve spoken to us. Returns arriving without an authorisation number sit unidentified and can’t be credited.
Once you have a return number, send the item back by courier, or bring it to our Richmond location at Unit 135, Olympia Centre, 8460 Alexandra Road, during opening hours — Monday to Friday 9:00 a.m.–5:00 p.m., Saturday 9:00 a.m.–1:00 p.m. Bringing it in yourself costs you nothing in return shipping.
Your refund
We inspect every returned item on arrival — normally within two business days — and email you the outcome. Approved refunds are issued within 10 business days of the item reaching us, to your original payment method. Card refunds then take a further 3–5 business days to appear on your statement, which is your bank’s timing, not ours.
- Full refund — defective items, shipping damage, or our error. Original shipping included.
- Partial refund — change of mind: price of the item less the 15% restocking fee. Original outbound shipping is not refunded.
- Replacement of the same item — where the fault was ours, we can send an equivalent item at our cost instead of refunding.
- Store credit — available on request, with the restocking fee waived on change-of-mind returns.
Warranty claim or return?
A return is for an item you haven’t ridden — wrong size, changed your mind, arrived damaged. A warranty claim is for a bike that was set up correctly and then develops a fault. If you’re unsure which applies, call us and we’ll tell you honestly. See the Warranty page for coverage and how to claim.
Cancellations
Cancel free of charge any time before your order is dispatched. Once it’s shipped, it becomes a return and the rules above apply, including return shipping. To cancel, call 236-599-8333 rather than emailing — it’s faster, and the order may already be with the courier.
Related policies
- Shipping & delivery — flat $180 Canada-wide shipping and how to inspect a delivery.
- Warranty — what’s covered, what voids it and how to claim.
- Contact us — talk to a person before you start a return.
Questions
Call or text 236-599-8333, or email info@goebikesolution.ca with your order number. We’d rather talk you through the right size or model than process a return on it.