Refund policy
EZ RIDES — RETURN, REFUND & EXCHANGE POLICY
7-Day Peace of Mind Guarantee - Updated: June 17th 2026
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QUICK SUMMARY
✔ 7 days from delivery or pickup to start a return
✔ Product must be unused and in shelf-ready condition
✔ Unopened, factory-sealed box = automatic Fast-Track, no restocking fee
UNDER $1,200 TOTAL INVOICE VALUE — FAST-TRACK
✔ Full refund, store credit, or exchange
✔ No restocking fee
✔ Visual inspection only
$1,200 AND OVER TOTAL INVOICE VALUE — STANDARD
✔ Full store credit or exchange — no restocking fee
✔ Refund to original payment method — 20% restocking fee applies
(calculated on product price + tax)
STORE CREDIT
✔ Never expires · Non-transferable · Valid online and in store
NOT ELIGIBLE FOR RETURN
✘ Products showing signs of use, wear, or damage beyond the PDI
✘ Custom, pre-order, demo, pre-owned, trade-in, overstock, layaway items
✘ Financed products (also not eligible for trade-in)
✘ Shipping, delivery, PDI, and assembly fees
WRONG ITEM OR TECHNICAL ISSUE?
→ Submit a Service Ticket, not a return request ezrides.ca/pages/service
START A RETURN
→ ezrides.ca/pages/refund-request
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We want you to feel confident in every purchase. If a product is not the
right fit, you may initiate a return or exchange within 7 days of the date
you received or picked up your order.
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1. ELIGIBILITY & CONDITION
To qualify for a return, your product must be returned in shelf-ready
condition. Before every handoff, EZ Rides completes a Pre-Delivery
Inspection (PDI) — a condition checklist signed by the customer at the
time of pickup or delivery. All returns are assessed against that
signed record.
FOR RIDEABLE PRODUCTS (e-bikes, scooters, bikes, and similar units):
A product is shelf-ready when it shows no signs of use after handoff,
including:
- Tire wear
- Chain or drivetrain wear
- Brake wear
- Handlebar, grip, or seat wear
- Dirt, debris, or damage not noted on the PDI
FOR NON-RIDEABLE PRODUCTS (accessories, helmets, bags, locks, and
similar items):
- All original tags and seals intact
- No visible signs of wear or use
- All original packaging, manuals, and accessories included
UNOPENED, FACTORY-SEALED PRODUCTS:
A product returned in its original, factory-sealed, unopened box is
automatically shelf-ready and qualifies for Fast-Track return
regardless of price.
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2. THE 7-DAY RETURN WINDOW
You have 7 calendar days from your fulfillment date to initiate a return.
Fulfillment date means:
- The date of in-store pickup
- The date of delivery by an EZ Rides driver
- The date of delivery confirmed by the shipping carrier
If you request a return before receiving or picking up your product,
this policy still applies in full, including any applicable fees.
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3. HOW PRODUCTS ARE RECEIVED & WHAT THAT MEANS FOR RETURNS
IN-STORE PICKUP:
You inspect and accept the product in store. The signed invoice and PDI
establish condition at handoff. Returns are assessed against this record.
DELIVERED BUILT BY EZ RIDES:
Our driver presents a signed invoice and PDI at delivery, establishing
condition at handoff. Returns are assessed against this record.
SHIPPED BY CARRIER (IN BOX):
Products arrive factory-sealed and unbuilt. To be eligible for return,
the product must be returned in its original, factory-sealed, unopened
box. If opened, it is assessed under standard shelf-ready conditions.
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4. WHICH RETURN PROCESS APPLIES?
The return process is determined by the total invoice value of the
order being returned, before tax.
FAST-TRACK RETURNS — TOTAL INVOICE UNDER $1,200:
- Full refund, store credit, or exchange
- No restocking fee
- Visual inspection only
STANDARD RETURNS — TOTAL INVOICE $1,200 AND OVER:
- Full physical and mechanical inspection
- Return approval review
- 20% restocking fee on refunds to original payment method, calculated
on the product price plus applicable taxes
- No restocking fee for store credit or exchange
Fees already paid for completed services — such as a completed delivery,
assembly, or PDI — are non-refundable in addition to any restocking fee.
EZ Rides reserves the right to deny returns or move a Fast-Track return
to the Standard process if the product shows signs of use, missing
components, damage, or modification upon inspection. If this occurs,
you will be notified before any additional fee is applied.
If a return is denied, the product is returned to you and no refund,
credit, or fee adjustment applies.
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5. YOUR RETURN OPTIONS
Once your return is inspected and approved, choose one of the following:
STORE CREDIT:
Store credit is added to your account using the email address on file.
You can use it both online and in-store at any of our locations, and it
never expires.
To use your store credit online:
- Visit www.ezrides.ca
- Click the person icon in the top navigation bar
- Log in using the email address associated with your account
- You'll be able to view and apply your available store credit at checkout
Store credit is non-transferable.
EXCHANGE:
- For a product of equal or greater value
- You pay the difference if the new product costs more
- If the item you want is unavailable, you may choose store credit or
a refund instead
REFUND TO ORIGINAL PAYMENT METHOD:
- Under $1,200 total invoice value: Full refund
- $1,200 and over total invoice value: Refund minus 20% restocking fee
- Payment processing fees are non-refundable
- Cash or cheque payments are refunded by e-transfer
- Payments made through third-party providers (financing, Shop Pay,
Affirm, PayPal, or similar) are refunded through that provider.
EZ Rides is not responsible for delays on the part of the provider.
TIMELINES AFTER APPROVAL:
- Refund to original payment: 3–5 business days
- E-transfer refund: 3–5 business days; some may take longer
- Store credit: 1–2 business days
- Exchange confirmation: 1–2 business days, subject to availability
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6. DEPOSITS & NON-REFUNDABLE CHARGES
THE FOLLOWING ARE NEVER REFUNDED:
- Shipping and freight charges
- Delivery fees
- Assembly, PDI, and service labour
- Installation or setup services
STANDARD DEPOSIT — TOTAL INVOICE $1,200 AND OVER:
Up to $250 to reserve your item. Non-refundable. Once applied to a
completed purchase, the deposit becomes part of the amount paid — if a
later return is denied, there is no separate deposit outcome; you simply
keep the product.
FAST-TRACK DEPOSIT — TOTAL INVOICE UNDER $1,200:
Fully refundable if cancelled or returned within the 7-day window.
CANCELLATION BEFORE RECEIPT:
- Under $1,200: No fee. Deposit refunded in full.
- $1,200 and over: A flat cancellation fee may apply. You will be
informed of the exact amount before the cancellation is finalized.
30-DAY DELIVERY EXCEPTION:
If your product cannot be delivered or made available for pickup within
30 calendar days of your deposit date, you may request a full deposit
refund. This does not apply to:
- Pre-orders
- Layaway items
- Custom or special-order products
Pre-Orders, Layaway & Special Orders:
These items may have extended or indefinite delivery timelines,
communicated at time of purchase. By placing a deposit you acknowledge
and agree to those timelines. The 30-day exception does not apply.
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7. USED, DAMAGED, OR FINAL SALE PRODUCTS
A product is not eligible for return if it shows:
- Signs of riding or use beyond the PDI
- Wear, dirt, scratches, or damage not noted on the PDI
- Water or impact damage
- Missing packaging, manuals, or accessories
- Evidence of modification, repair, or software changes
If your product has been used or shows signs of wear, you may still
have options:
- Trade-In Form — apply your product toward a future purchase or
upgrade. Financed products are not eligible for trade-in.
- Service Ticket — if the concern is a warranty or technical issue
(see Section 8)
FINAL SALE — NO RETURNS OR REFUNDS:
- Custom or personalized orders
- Pre-orders and special-order items
- Demo units
- Pre-owned and trade-in units
- Overstock and clearance items
- Layaway items
- Financed products (not eligible for return or trade-in)
BUNDLED OR PROMOTIONAL ITEMS:
If a bundled or promotional item (for example, a free helmet included
with purchase) is part of your order, it must be returned along with
the main product to qualify for a full refund or exchange.
RETURNING PART OF AN ORDER:
Individual items may be returned separately provided each meets the
conditions above. Contact us before initiating a partial return to
confirm eligibility.
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8. WARRANTY & TECHNICAL ISSUES
If your concern is a warranty claim, technical fault, missing parts,
or a service matter, do not submit a return request. Submit a Service
Ticket so our team can assist you efficiently.
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9. HOW TO START A RETURN
1. Complete the Refund Request Form at ezrides.ca/pages/refund-request
2. Include photos or video if requested by our team
3. Wait for Return Authorization before shipping or dropping off
the item. Do not send the product without authorization.
4. All communication will come from accounting@ezrides.ca
RETURN SHIPPING:
Return shipping is the customer's responsibility unless the return is
the result of an EZ Rides error — wrong item sent or item arrived
damaged. In those cases EZ Rides covers return shipping.
PACKAGING:
Return in original or equivalent protective packaging with all
accessories, manuals, chargers, and keys included. Missing items
may result in a deduction from the refund amount.
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10. INSPECTION & APPROVAL
All returned products are inspected upon arrival. After inspection
you may:
- Proceed with your approved refund, exchange, or store credit
- Retrieve the product if you choose not to proceed
If you believe our inspection assessment is incorrect, contact
accounting@ezrides.ca within 3 business days of receiving your
inspection results, along with any supporting photos. We will review
your concern and respond within 5 business days.
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11. FAIRNESS FOR EVERYONE
To ensure a fair experience for all customers, EZ Rides monitors return
activity and reserves the right to refuse returns, limit future purchase
or return privileges, or decline service in cases of suspected abuse,
fraudulent activity, or repeated excessive returns.
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12. CONTACT & RETURN REQUESTS
Start a return: ezrides.ca/pages/refund-request
Email: accounting@ezrides.ca
Thank you for choosing EZ Rides.
