If you want to return the electric bicycle without defective or damaged, we only accept return requests submitted within 30 days of delivery. Please contact customer service staff (bikemasterhawaii@gmail.com) within 30 days. We will not accept return of bicycles without defective or damaged after 30 days. The e-bike must have less than ten miles on the odometer, be free of any wear, dirt, dust, fragrance, or any other signs of use. And must be in the same packaging and condition that you receive it and must include all items that were inside the box (bike, charger, keys, kit, etc.).

We will charge 15% of the bicycle order as a processing fee, and you can only get an 85% refund of the total order price.

Purchased Products that have not yet shipped shall be subject to a 10% processing fee.

Return process (return application is only accepted by email, not by phone)

1. Submit you return request by mail. The email needs to include the order information, the reason for the return and the picture of the bike.
   You need to pack the bicycle according to our requirements, take pictures after packing and send them to us.
2. After getting authorization from the customer service staff, we will send you a prepaid label. You need to print our label and affix on the box.
3. Your refund will be returned within three working days after our warehouse confirms receipt of the goods. Due to the reason of the bank, the refund time may be somewhat delayed.

If the product is returned without authorization from our customer service staff, it will be rejected and returned to you at your cost.

Non-returnable items include:

All the accessories
Special orders
Used products (except for extreme breakage/malfunction)

We promise that all electric bicycles received by our customers are brand new and we will never sell you any electric bicycles that are returned, refurbished or cleared from stock.

Contact Us:

Monday – Sunday: 9AM – 6PM HST
Email: bikemasterhawaii@gmail.com