Refund policy
Thank you for shopping with Eclio. This Return and Refund Policy explains return eligibility, return shipping costs, order cancellations, inspections, and refund processing for products purchased directly from ecliogo.com. Products purchased from an authorized dealer or another sales channel are subject to that seller’s return and refund policy.
1. 30-Day Return Window
Eligible products may be returned within 30 days of the order placement date. To qualify, please contact us first to submit a return request.
If products from the same order are delivered separately, the return period for each product begins on its respective order placement date. Submitting a return request does not automatically approve the return. All returns require authorization from Eclio before shipment.
2. Return Eligibility
To be eligible for a return, the product must:
• Have been purchased directly from ecliogo.com
• Be returned within the applicable return period
• Be unused and in substantially the same condition in which it was received
• Be free from outdoor riding wear, dirt, scratches, damage, or unauthorized modifications
• Include the original packaging and protective materials
• Include all originally supplied components, batteries, chargers, keys, accessories, tools, manuals, and promotional items
• Include valid proof of purchase or the original order number
Products may be opened and reasonably inspected. However, riding, modification, improper assembly, or use beyond what is reasonably necessary to inspect the product may affect return eligibility or the refund amount. For e-bikes, please keep the original shipping box and all packaging materials for at least 30 days after delivery.
3. Non-Returnable Items
The following items are not eligible for return:
• Gift cards
• Customized or personalized products
• Products clearly marked as final sale or non-returnable before purchase
• Products damaged through misuse, accidents, improper assembly, improper storage, unauthorized repair, or modification
• Products with removed, altered, or unreadable serial numbers
• Products not purchased directly from ecliogo.com
Normal wear and tear and damage caused after delivery are not considered shipping damage or product defects. Defects arising after the 30-day return period may be covered under the applicable Eclio Warranty Policy.
4. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your package and product as soon as possible after delivery. Damage in transit, missing components, or receipt of an incorrect product must be reported to support@ecliogo.com within seven days of delivery.
Please provide:
• Your order number
• The product name
• A description of the issue
• Clear photographs or videos of the product
• Photographs of the outer box, internal packaging, and shipping label
• Details of any missing or incorrect components
Keep all original packaging until the claim has been resolved. Do not assemble, charge, modify, or ride an e-bike if you believe it was damaged during transportation. If the claim is approved as a product defect, shipping damage, missing item, or fulfillment error, Eclio will provide a prepaid return label or another appropriate resolution at no cost to you.
5. How to Request a Return
To request a return, email support@ecliogo.com and include:
• Your order number
• The product name
• The reason for the return
• The condition of the product
• Photographs or videos, when requested
Our support team will review the request and, if approved, provide a Return Authorization, return instructions, and the return label. Returns sent without authorization, sent to an incorrect address, or sent cash on delivery may be refused or may result in additional costs. After receiving return authorization, the package must be handed to the approved carrier within seven days unless Eclio provides a different deadline in writing.
6. Return Shipping Costs
6.1 Returns for Change of Mind or Ordering Error
If a return is requested because of a change of mind, incorrect model or size selection, duplicate purchase, or another reason not caused by Eclio, the customer is responsible for the return shipping cost. Because e-bikes contain lithium-ion batteries and require special handling, do not arrange an e-bike return independently. Eclio will provide the applicable shipping instructions and may provide a prepaid return label.
If Eclio provides a prepaid label for a customer-responsibility return, the actual return shipping cost will be disclosed before shipment and deducted from the refund.
6.2 Defective, Damaged, or Incorrect Products
If Eclio confirms that the product is defective, damaged in transit, incomplete, or different from what was ordered, Eclio will cover the reasonable return shipping cost or provide another appropriate resolution.
6.3 Original Shipping Charges
Free standard outbound shipping will not be deducted from an otherwise eligible refund. Paid expedited shipping, address-correction charges, redelivery fees, and other optional shipping charges are non-refundable unless the return results from an error by Eclio or a verified product defect.
7. Packaging and Return Condition
Products must be securely packed in the original packaging whenever required for safe transportation. The customer is responsible for damage that occurs during return shipping because of inadequate packaging or failure to follow the provided return instructions. If there is no original packaging, please package properly by yourself and tell Eclio customer service the package dimensions to apply for a corresponding return label.
Eclio does not charge a standard restocking fee. However, a reasonable deduction may be applied if the returned product:
• Shows signs of use beyond reasonable inspection
• Is damaged after delivery
• Is missing parts, accessories, manuals, or promotional items
• Is returned without required original packaging
• Requires replacement parts or additional handling because return instructions were not followed
Any proposed deduction will be explained after inspection.
8. Inspection and Refund Processing
After the return is delivered to the authorized warehouse, Eclio will inspect the product and notify you of the outcome. Inspections are normally completed within 5 business days of receipt. If approved, the refund will be issued to the original payment method within 3–7 business days after the inspection is completed.
Your bank, card issuer, financing provider, or other payment institution may require additional time to post the refund to your account. Eclio does not control processing times imposed by financial institutions. Refunds are based on the amount actually paid after discounts, promotional codes, or other adjustments.
9. Partial Refunds
A partial refund may apply when a returned product does not meet all return-condition requirements but is still accepted by Eclio. We will provide an explanation of any deduction before completing the refund.
Possible deductions may include the documented value of:
• Missing components or accessories
• Damage not present at delivery
• Excessive use or wear
• Replacement packaging
• Customer-responsibility return shipping
• Address-correction, refusal, or failed-delivery costs
10. Order Cancellations
To request an order cancellation, contact support@ecliogo.com as soon as possible. We cannot guarantee cancellation after an order has entered processing. If the cancellation is completed before shipment, the order will be refunded to the original payment method.
Once an order has shipped, it cannot be canceled and must follow the return process described in this policy. If Eclio cannot ship an order within the stated timeframe, we will notify the customer. The customer may accept the revised shipping date or cancel the affected unshipped item for a full refund.
11. Refused Deliveries and Returned-to-Sender Packages
Refusing delivery does not automatically qualify an order for a free return or full refund. If a package is returned because of refusal, an incorrect or incomplete address, or repeated unsuccessful delivery attempts, it will be handled according to this policy and the Eclio Shipping Policy.
After the package is received and inspected, eligible refunds may be reduced by the actual return shipping, address-correction, redelivery, or related carrier costs caused by the customer.
12. Exchanges
ECLIO does not currently offer traditional, direct item-for-item exchanges. However, depending on the current fulfillment status of your order, you can request an exchange through the following procedures.
1. Orders That Have NOT Shipped Yet
If your order has not yet been processed or dispatched from our warehouse:
• You are fully welcome to request an exchange for a different product, model, color, or size.
• Please contact our support team immediately at support@ecliogo.com with your order number and your desired changes.
2. Orders That HAVE Shipped (In-Transit Interception)
If your order has already left our warehouse and is currently in transit, and you wish to change items:
• Successful Interception: We can request a carrier package interception. If the courier successfully intercepts and reroutes the package back to us, we will treat it as a new order, process the adjustment, and ship your new preferred item right away (subject to any applicable price differences).
• Unsuccessful Interception: If the package cannot be intercepted and is delivered to your address, you must accept the delivery and initiate our standard Return & Refund Process. Once the original package is returned to our warehouse and passes our physical inspection, your refund (minus return shipping fees and applicable restocking fees as outlined in our Return Policy) will be processed, and you can place a brand-new order for the item you want.
3. General Terms for New Orders & Replacements
All new orders resulting from an exchange or re-purchase are subject to current pricing, active promotions, product availability, and standard shipping terms.
13. Warranty Claims
This Return and Refund Policy applies to eligible returns within the 30-day return period. Product defects reported after the return period may be covered by the applicable Eclio Warranty Policy. Warranty coverage does not extend or restart the 30-day return period.
14. Contact Us
For questions about the return & refund policy, please contact:
Email: support@ecliogo.com
Phone: +1 (347) 231-0246