Order Changes, Returns, and Exchanges Policy

At EMMO, we highly value your satisfaction and strive to ensure that every purchase meets your expectations. In the rare case that it doesn't meet your needs, we want you to shop with confidence, knowing that our return policy is designed to provide you with a hassle-free experience.


Effective Return Period:
Electric Bikes: Eligible products can be returned within 30 days of receipt. This policy applies to products purchased directly from our online store.
Parts & Accessories: Eligible Parts & Accessories can be return within 7 days of receipt. This policy applies to products purchased directly from our online store. Non-EMMO accessories from, including but not limited to THULE and QUADLOCK are FINAL SALE, and not eligible for return.


Return Conditions:

  • Unopened EBikes:
    You can return bikes in new, unused condition and in their original packaging for a $149 return shipping fee (per bike). No restocking fee will apply in this case.
  • Used Ebikes:
    If you've used the product but it has a total usage of 32 km or less, it may be returned if it is free of any damages with all parts and accessories included and packaged in its original packaging. The return shipping fee of $149 (per bike)  and a 20% restocking fee (per bike) will be deducted from your refund amount.

Return Shipping Fee:

  • A flat rate of $149 (per bike) will be charged for return shipping. This fee will be deducted from your refund amount.
  • The original shipping fee paid on the order is non-refundable.

EMMO is not responsible for any damages incurred during return shipping or for any products returned without prior notification. 

 

Restocking Fee:

  • No restocking fee for eligible e-bikes that are new and unused.
  • A restocking fee of 20% of the original purchase price (per bike) applies for used e-bikes that have a total usage of 32 km or less.

Return Process:
You must email us at order@emmo.ca or submit a return request form to initiate a return. The following information is required: original order number, your name, phone number, pictures of both sides of the bike and the display to show the mileage, and the reason for the return
Once the return is authorized, the product must be shipped back to us. After we receive and inspect the product, we will process your refund. The return shipping fee and any applicable restocking fee will be deducted from your refund amount.
If the returned item is damaged or has missing parts, the return may be rejected at your cost.

Dealer Purchases:
If you purchased the product from one of our authorized dealers, the dealer's return policy will apply. Please refer to the dealer’s specific return policy for details.


Order Cancellations:
Orders canceled before shipment will receive a full refund with no cancellation fee. If the order has already been shipped and a tracking number has been provided, you will be responsible for the return shipping fee, and the original shipping fee will be non-refundable.

Order Changes:
Once an order is placed, it cannot be modified. This includes any changes to the product model, color, size, or shipping address. To ensure accuracy, please double-check all details before completing your purchase. If a change is needed after placing your order, you may need to proceed with a cancellation and place a new order, subject to the cancellation and return policies outlined above.

 

If you need any help in initializing a return or exchange, please contact us.

     Email: order@emmo.ca
     Toll-Free: 1-888-510-3666