Refund policy
Returns and Refunds
We want you on the right bike. If something is not working out, here is how returns work at Deer Focus Ebikes.
The short version
- New and unused, within 14 days of delivery: full refund of the purchase price, no restocking fee.
- New and unused, after 14 days: refund less a 20% restocking fee.
- Used, within 30 days of purchase: refund less a 50% restocking fee. E-bikes must show under 20 miles on the odometer and be free of damage.
- Batteries: not returnable, for carrier safety reasons.
- Return shipping is paid by the customer unless we made the error.
How to start a return
Email deerfocus@gmail.com with your order number and what you would like to return, or call the shop at 424-521-9550. We will confirm your return and send you the return address. Please do not ship anything back before contacting us.
Local customers are welcome to bring a return to the shop at 1334 W Main St., Alhambra, CA 91801 during business hours.
New and unused items, within 14 days
Return any item in new and unused condition within 14 days of receiving it for a full refund of the purchase price, excluding original shipping charges. No restocking fee applies. Return shipping is your responsibility unless the return is the result of a shipping error on our part.
New and unused items, after 14 days
We still accept returns past the 14-day window. A restocking fee of 20% of the purchase price applies, plus return shipping. The item must be in new and unused condition.
Used items, within 30 days
If you have ridden the bike and want to return it within 30 days of purchase, we can accept it with a restocking fee of 50% of the purchase price, plus return shipping. The bike must be free of damage and show fewer than 20 miles on the odometer. This reflects the fact that a ridden e-bike can only be resold as used.
Batteries
Because of shipping carrier restrictions on high-capacity lithium-ion batteries, battery purchases are non-returnable and cannot be accepted back through any parcel carrier.
Return shipping
Customers cover their own return shipping costs, and these are non-refundable. We strongly recommend a trackable service with shipping insurance. We cannot issue a refund for a return we never receive.
Refused shipments
If you refuse delivery of an order you asked us to ship, a flat fee of $200 per e-bike may be charged to partially cover our shipping costs. Once an order has shipped we cannot change, intercept or cancel it. A refused shipment that returns to us is processed as a return and refunded less the $200 fee.
When you get your money back
Refunds are processed within 72 hours of us receiving your return, back to the original payment method. Depending on your bank or card issuer, it can take a few additional business days to appear on your statement. We will email you at the address on your order once the refund is issued.
We do not accept shipments sent cash on delivery (COD).
Damaged on arrival or dead on arrival
If your bike arrives damaged or does not work out of the box, contact us within 48 hours at deerfocus@gmail.com with photos. Freight damage and manufacturing defects are our problem to solve, not yours, and no restocking fee applies.
Questions
Deer Focus Ebikes
1334 W Main St., Alhambra, CA 91801
Phone: 424-521-9550
Email: deerfocus@gmail.com