Return Policy
Order Cancellation
To cancel a placed order, please contact us at support@sola.bike before the order ships out. Submitting a cancellation request before the order ships out does not guarantee cancellation success. Customers will receive an email confirmation if the order is successfully canceled.
We are unable to cancel orders after they have shipped out. Please wait for the order to be delivered and then contact us for a return label within 14 days of delivery. Rejecting a shipped out order or failing to follow the return procedure might result in item loss in transit or rejection by the warehouse due to no return registration, which might lead to ineligibility for a refund or replacement.
After we have received your return package and confirmed that the package is complete and the product is unused and in good condition, please note there will be a restocking fee of $200 (per bike unit) deducted from the final refund. Accessory restocking fee is item-specific.
Return
Customers are allowed to submit a return request within 14 days of delivery via support@sola.bike. Return requests submitted 14 days after the delivery date will not be approved.
Damage to the outer packaging does not equal item issues. Due to the uncertainty of delivery and unforeseen circumstances, we cannot guarantee the integrity of the outer packaging. We advise the customer to claim with the carrier as soon as the customer finds any damage to the outer package. Restocking fee will still be charged based on the item conditions.
To return an ebike that is not defective or damaged out of the box, you must contact sola.bike within 14 days of your receipt of the ebike. A restocking fee is subject to charge. For an unused bike, a $200 restocking fee will be deducted from the final refund. For a used bike, 20% of the total order amount will be deducted from the final refund. The ebike must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you received it and must include all items that were inside the box (charger, pedals, bell, front & rear reflectors, headlight, toolkits (9 tools in total), user manual, quick start guide, etc.). Customers must receive prior authorization and a prepaid return shipping label from sola.bike. Warranty issues must be resolved prior to processing a return. It is best to return with the original package, but other boxes will also be acceptable.
To initiate a return, email us at support.sola.bike with [RETURN REQUEST] and your order number in the title for faster processing. Please ship all approved returns using the shipping label provided during the return merchandise authorization process.
Pre-Orders and Backorders and Pre-Order/Backorder Cancellations. Our backorder process is for ebikes that have already been available but are temporarily out of stock. For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship. Accessory and Replacement Parts. Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within 14 days of receipt. Returned accessories and/or replacement parts must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must be sealed and unopened in the same packaging and condition in which the customer received it. Customers will be responsible for paying for shipping both ways. Non-returnable/non-refundable Items. Used Products, batteries, gift cards, and gifted orders shall not be returnable except in EXTREME cases of breakage/malfunction covered by our warranty. These cases must receive approval for return from the company. “Built and Delivered” fees are nonrefundable. Refunds will be made after the Ebike is returned and inspected by the warehouse.
Non-returnable Items Include, But are not limited to
- Product from Unauthorized Reseller/Individual;
- Damaged item caused by human factors;
- Gift cards;
- Insurance;
- Non-physical products.
Refund Policy
Please contact us at support@sola.bike to submit your refund request.
Flash sales are exempted from our price matching policy. Please be aware that our discount codes are nonstackable. This means that you can use only one discount code per purchase. We encourage you to carefully select the discount code that best suits your current order to ensure you get the most savings and avoid the need for a price match later on. Price match only apply to the exact same model and color. Price match shall be requested within 14 days of delivery; otherwise, it will not be accepted.
The final refund amount might be subject to the deductions of restocking fees, delivery signature fees, return shipping fees, and the insurance cost of the original order.
For return orders, the refund will be approved after the return package is successfully delivered and inspected by the warehouse. Customers will be notified via email and shall receive a refund back to the original payment method. Please be aware that bank or credit card companies may take additional time up to 30 days to process the refund.
Return and Refund Policy apply to orders made on the official website.