Politique de remboursement

Return and Refund Policy – Fast Ebikes Canada Inc.
At Fast Ebikes, keeping you happy comes first, and we back the quality of the electric bikes, scooters and accessories we sell. If something in your order is not right, you can use our simple return process for unused, unopened items within 15 days of delivery. Just make sure everything comes back in its original condition and packaging, with all the components and materials it came with.

Refunds Once your return has reached us and we have finished inspecting it, we will process an approved refund within 14 days. The refund is reduced by any shipping, restocking or assessment fees that apply. After we issue it, the money may take 2–15 business days to show up in your account, depending on your card provider. When the law requires a refund after a cancellation, we issue the full amount within 15 days.

Return Shipping and Label Costs You pay every cost of shipping a return, the return label included. If we supply a return label to make things easier for you, we will take its cost out of your refund. If you would rather arrange the return shipping yourself, it is up to you to make sure the item travels safely and with tracking. We are not responsible for an item that is lost or damaged while it is on its way back to us.

Restocking Fees Each eligible return carries a 15% restocking fee, plus any shipping charges that apply, unless the return is caused by our error (see the next section).

Returns Caused by Our Error If we sent you the wrong item, or the item is materially different from its description, we cover the return shipping and charge no restocking or assessment fee.

Inspecting Your Return When your return arrives, we may take up to 5 business days to inspect it. We check its condition and usage and confirm that every item from the order has come back. The 14-day window for processing your refund starts only once that inspection is finished. While we inspect, we will record the condition of each returned item, with photos and usage readings where applicable.

Assessing Condition and Usage Every returned item must be unused and in its original condition, and the return must contain all items from the order. If the inspection shows that an item was used, ridden or damaged, or that it came back in a condition that does not match its original state, we may charge extra fees for depreciation, usage or repairs and deduct them from the refund. We may change the refund amount based on what the inspection finds, and we may refuse the return completely if the item does not meet the requirements for a return.

Return Authorization and Acceptance of Our Policies If you use a return label that we provide, you acknowledge and agree that you will send back every item from your order. Your refund can only be processed once every item has been returned. By using that label, you also confirm that you have read and understood our return policy, our refund policy and all related policies, and that you agree to them.

Misrepresented Returns Where a return is found to misrepresent the item's condition, usage or contents, we may, based on our documented inspection, charge extra assessment fees, give a partial refund or refuse the return. In that case, we will send you the inspection photos and tell you the basis for any adjustment.

Defective on Arrival – Refund or Exchange in the First 14 Days (Less Than 10 km of Use) If a product reaches you with a factory defect, we'll help you arrange a refund or a warranty repair within 14 days of delivery. A warranty repair may involve replacement parts, remote diagnostics or working with the manufacturer. To count as defective, the item must:

• Have been used for less than 10 km in total
• Not turn on, or not turn off
• Fail to charge
• Show an error code on its screen
• Have electric components that do not work

A manufacturing defect reported once this window has closed is treated as a warranty claim. Get in touch with us first and send photos; we take care of the claim with the manufacturer for you. Our Warranty Policy has the details.

Final Sale Items You cannot return these items:

• Clearance or discontinued items
• Products bought through a rebate or promotional program
• Items refurbished by the factory
• Custom and special orders (for example, a particular model, colour or size): each custom request needs a $100 deposit, and that deposit is non-refundable. Before we charge it, we confirm the deposit in writing, by quote or by email.

Cancelling an Order

• In the First 24 Hours: You can cancel an order at no extra cost within 24 hours of buying it.
• Once 24 Hours Have Passed: If you ask to cancel after the first 24-hour window, a 3% transaction fee applies to cover payment processing costs that are non-refundable. After 24 hours, we also cannot guarantee that the order will be cancelled before the item ships. We do not charge this fee when the law gives you a right to cancel, or when we are the ones who cancel the order.

Note: If we have to cancel your order because of stock availability or any other internal reason, the 3% fee will not be charged.

Starting a Return Write to support@fastebikes.ca and include your order number and why you are returning the item. If the return qualifies, we will send you the next steps along with a return authorization. Please do not send a return to our mailing address. You will get the return address together with your return authorization.