Refund and Returns Policy

At Altis E-Bike, we are committed to providing quality electric bicycles and exceptional customer service. If you are not completely satisfied with your purchase, please review our Refund & Returns Policy below.

1. Return Eligibility

Customers may request a return within 30 days of receiving their order.

To be eligible for a return, the item must:

• Be in new and unused condition.
• Be returned in its original packaging.
• Include all accessories, chargers, keys, manuals, and documentation.
• Be accompanied by proof of purchase.

Returns that do not meet these requirements may be denied or subject to a restocking fee.

2. Electric Bicycle Returns

Electric bicycles may be returned within 30 days of delivery if:

• The bicycle has not been ridden beyond reasonable inspection and testing.
• The bicycle shows no signs of misuse, damage, or modification.
• All original components are included.

Altis E-Bike reserves the right to inspect all returned bicycles before approving a refund.

A restocking fee of up to 15% may apply to non-defective returns.

3. Non-Returnable Items

The following items are not eligible for return:

• Custom-built or special-order bicycles.
• Clearance, closeout, or final-sale items.
• Gift cards.
• Products damaged due to misuse, accidents, improper assembly, or unauthorized modifications.
• Normal wear-and-tear components such as tires, tubes, brake pads, chains, and batteries that have been improperly maintained.

4. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect item:

• Contact us within 72 hours of delivery.
• Provide your order number and photographs of the issue.
• Retain all packaging materials until the claim has been resolved.

We will review the claim and, where appropriate, provide a replacement, repair, store credit, or refund.

5. Return Authorization

Before returning any product, customers must obtain a Return Merchandise Authorization (RMA).

To request an RMA, contact:

Email: [Insert Email Address]

Phone: [Insert Phone Number]

Returns sent without authorization may be refused.

6. Return Shipping

Defective or Incorrect Products

If the return is due to:

• Manufacturer defects,
• Shipping damage,
• Incorrect items shipped by Altis E-Bike,

Altis E-Bike will provide a prepaid return shipping label or arrange return shipping at no cost to the customer.

Customer-Initiated Returns

For returns due to preference changes, incorrect sizing, or other non-defective reasons:

• Customers are responsible for return shipping costs.
• Original shipping fees are non-refundable.

7. Refund Processing

Once a return is received and inspected:

• Customers will receive notification regarding approval or denial.
• Approved refunds will be issued to the original payment method.
• Refunds typically appear within 5–10 business days depending on the payment provider.

8. Order Cancellations

Orders may be cancelled for a full refund prior to shipment.

Once an order has shipped, it will be subject to this Refund & Returns Policy.

9. Battery and Electrical Components

Lithium-ion batteries and electrical components are subject to manufacturer warranty terms.

Damage resulting from:

• Improper charging,
• Water exposure,
• Physical abuse,
• Unauthorized modifications,

is not covered under standard return eligibility.

10. Warranty Claims

Many Altis E-Bike products include a manufacturer’s warranty.

Warranty claims may result in:

• Repair,
• Replacement parts,
• Product replacement,
• Alternative remedies as determined by the manufacturer or Altis E-Bike.

Warranty coverage does not include normal wear and tear, accidents, misuse, neglect, or unauthorized repairs.

11. Refused Deliveries

If a shipment is refused by the customer without prior authorization:

• Return shipping charges,
• Carrier fees,
• Restocking fees,

may be deducted from any eligible refund.

12. Limitation of Liability

Altis E-Bike’s liability for any product-related claim shall not exceed the purchase price paid for the product.

13. Contact Information

For questions regarding returns, refunds, exchanges, or warranty claims, please contact:

Altis E-Bike

Email: support@altisebikes.com

Phone: +1 406-220-5068

Address: LIVINGSTON (MONTANA)

Business Hours: Monday–Friday, 9:00 AM–5:00 PM (EST)

Saturday, 9:00 AM–2:00 PM (EST)

We value our customers and will work to resolve any concerns promptly and fairly.