Refunds & Returns Policy

Please reach out to Elevatech Nova for issues regarding returns/exchanges at returns@elevatechnova.com. Elevatech will immediately contact our suppliers. Supplier/dealer policies are provided below. Please reach out with any questions- we are happy to help.

Supplier	Order Cancellations Accepted	Defective Product Returns Accepted	Customer Remorse Returns Accepted
Coastal Cruisers	Yes	Yes	No
Dirwin	No	No	Yes
Ecotric	Yes or No (MFR decision)- See Below	Yes	Yes
Eunorau	Yes	Yes or No (MFR decision)- See Below	No

 *Please refer to supplier/dealer policies set forth below.*

Coastal Cruisers Bikes:

For Order Cancellations: Elevatech Nova accepts order cancellations prior to shipping out the order within 24 hours starting from the time the order was confirmed. Elevatech Nova will contact Coastal Cruisers immediately. Any order that gets canceled after 24 hours is subject to a 10% administration fee, whether your order has shipped or not. If the order has left the Coastal Cruiser warehouse, you (the buyer) will also be responsible for the return shipping fees + up to a 25% restocking fee as well. Please contact Elevatech Nova for cancellations sales@elevatechnova.com.

For Defective Products: When the product is damaged by the carrier, or defective in another way please report the issue to Elevatech Nova returns@elevatechnova.com. We will contact Coastal Cruisers and start the process. Coastal Cruisers will contact the customer within 72 hours. If Coastal Cruisers does not contact the customer within 72 hours, please contact Elevatech Nova returns@elevatechnova.com.

Upon receipt, the customer should immediately inspect products for damage. Freight damage claims can be extremely time sensitive, and therefore, Coastal Cruiser will not accept freight damage claims later than 7 days from Customer’s receipt of the Product.  The customer should note any damage to the products on arrival before the shipment is accepted.  The customer should also document any damage with photographs, and date the images whenever possible. Furthermore, the customer should keep all packaging and paperwork until the inspection process is complete.

You may return most new, unopened items within 7 days of delivery for a full refund of product cost (minus shipping).  Because the nature of our items can sometimes take a little bit to process, we always start return eligibility from the date of delivery. If the error is due to Coastal Cruiser, we will likely cover the cost of return shipping. If the error is not due to Coastal Cruiser, then the customer will likely cover the cost of return shipping. If there is not a return label in the initial shipment, please reach out to Elevatech Nova and we will create one for you. Elevatech Nova will not refund the original shipping fee provided as ‘free shipping’ to the customer.

Merchandise must be in unused condition, with all parts that came with the order and original packaging for a full refund.

Before a return is sent, the customer must have written approval of said return from Coastal Cruiser. If a customer sends a return without the written consent of Coastal Cruiser, a refund will not be issued, and the customer will have to pay shipping to get the item returned or sacrifice the item. 

Approved returns have their choice of store credit, exchange, or refund, subject to written approval.

Please note return processing can take on average anywhere from 10-30 days upon delivery back to us. Most times return refunds are processed between 14-21 business days.

Items that have been physically damaged or show signs of use and ware may be subject to a 25% restocking fee.

Refunds are issued to the original form of payment. If we cannot issue a refund to the original form of payment, we can gladly offer store credit or an exchange.

Misused or improperly cared for items (such as being left out in the elements, or signs of abuse) are not eligible for a refund.

If it's the fault of Coastal Cruiser, you will be fully credited, and items will be reshipped at Coastal Cruisers expense.

NOTE: ALL RETURN HAS TO CAME WITH THE ORIGINAL BOX. DESPITE OF ANY DAMAGE TO THE BOX. THE CUSTOMER WILL BE RESPONSIBLE FOR ANY EXTRA FEE OR WRAPPING FEE IS THE ORIGINAL BOX IS LOST OR THROWN AWAY.

For Customer Remorse:
If you purchased the wrong product, it doesn't fit, or you no longer want the item Elevatech Nova does not accept refunds or returns.

Dirwin:

For order cancellations: Elevatech Nova will not accept order cancellations.

For Defective Products: When the product is damaged by the carrier, Elevatech Nova will not accept refunds or returns.

For Customer Remorse: If you purchased the wrong product, it doesn't fit, or you no longer want the item Elevatech Nova will accept returns under the following conditions:

1.) Returns are FREE within 15 days from delivery only in the U.S. (Bike only)

2.) The Product must not be defective or damaged.

3.) To qualify for the return, the bike should be driven less than 15 miles which must be proven by the LCD screen mileage counter. 

4.) The Bike must be in good-as-new condition. No scratches, wear, dirt, odor, or other signs of use. All items received by the customer must be in the original Dirwin packaging.

5.) Written Approval Prior, from Dirwin, is required. Any unauthorized returns are not accepted. Returning a Bike without Dirwin’s prior consent means risking losing the bike. If you accidentally sent the Bike to us without consent, you must bear the shipping fee to get it returned to you.

Please contact Elevatech Nova returns@elevatechnova.com within the 15 allotted days and Elevatech Nova will notify Dirwin immediately. If the customer adheres to the items (1-4) listed above and the requirements are met, Dirwin will require the customer to reach out and start the return process. A stocking fee will not be required. Dirwin's customer service link: customerservice@dirwinbike.com

For Accepted Returns, Dirwin will provide the customer with the authorization and shipping labels. Please Ship immediately after receiving the details from Dirwin. After shipping, please provide Dirwin with the delivery tracking-number.

Upon Receiving your return Dirwin will organize a return or refund (using the same form of payment used to make the original purchase) the purchase amount to you within (2) Business days. If you do not receive the return after (2) days from approval, please check your bank and credit card accounts since it might take some time before the refund shows on your account. If after checking your account, you don’t see the return please contact Dirwin  at sales@dirwinbike.com and Dirwin will be glad to help solve the issue.

Ecotric:

For order cancellations: *Only accepted after consulting with Ecotric*. Provide Elevatech Nova a detailed explanation as to why the customer must cancel their unshipped order sales@ elevatechnova.com. Elevatech Nova will contact Ecotric immediately. Elevatech Nova will contact the customer within 48 hours to determine if cancellation is accepted by Ecotric. If Ecotric does not accept the explanation, the order cancellation will not be granted.

For Defective Products & Customer Remorse: When the product is damaged by the carrier, defective, wrong product, it doesn't fit, or you no longer want the product please report the issue to Elevatech Nova. We will contact Ecotric and start the process. Ecotric will contact the customer within 72 hours. If Ecotric does not contact the customer within 72 hours, please contact Elevatech Nova returns@elevatechnova.com.

The Ecotric Electric Bicycle Return Policy allows you to return or exchange your electric bicycle once within 30 days from the date of receiving the bike. Please provide photos and documentation if damaged by shipping carrier. Please note that we do not accept the return of the spare parts or accessories (except battery).  After the 30-day period expires, the product cannot be returned to Ecotric.

Once the return and exchange authorization are issued by Ecotric, the customer must follow these instructions: If the return is accepted, Ecotric will issue a pre-paid shipping slip to the customer by email. Print the return label and stick it on the box and take the package to the nearest UPS store. (If you need the pick-up service, please tell Ecotric, and we will arrange a return label with the pickup fee for you, but the customer will need to pay for this pick-up fee.) All returns must be repacked back into the original packaging when you send it back to us. The returned unit must be in like-new condition, include all original packaging, accessories, and documentation. The refund will be for the original price unless: there are missing components, shipping damage during ship-back. A deduction to original sales price will occur.

Once your return is received, Ecotric will process a refund within 2-3 weeks. The customer refund will be credited back to your original method of payment. Once the refund has been processed, it will take 7 to 10 business days for your bank to process the credit and apply it to your account. (Note: the customer must have written Return Merchandise Authorization (RMA) number from Ecotric. If the customer returns the product without it, a refund will not be issued, and the customer will have to pay for the shipping of return.)

If the unit purchase under a free-shipping promotion, there will not be a refund for shipping cost. However, the customer will have to bear the 20% restocking fee of the original price if the return is unrelated to quality, damages or wrong item but merely for a personal and discretional last-minute decision from the buyer. Returned units are subject to a 20% of inspection and restocking fee from the original price.

If the customer wants to cancel the order after the shipping label being created, the customer will have to bear the shipping cost.

Eunorau:

For order cancellations: Elevatech Nova accepts order cancellations prior to shipping out the order within 24 hours starting from the time the order was confirmed. Elevatech Nova will contact Eunorau immediately. Any order that gets canceled after 24 hours is subject to a 10% administration fee, whether your order has shipped or not. If the order has left the Eunorau warehouse, you (the buyer) will also be responsible for the return shipping fees. The shipping cost will be applied to the original card used in the transaction. sales@elevatechnova.com Moreover, to prevent loss or damage when returning, please do not reject the delivered ebike, and do receive the package first, then contact Eunorau by phone/email immediately, we will call UPS/FedEx to pick up door to door and take it back. The shipping cost will be deducted from the refund and be applied to the original card used in the transaction. There is no restocking fee.

Product must be received 100% new, resalable condition. Merchandise must not be assembled, ridden, worn, used, abused, damaged in any way. The merchandise must arrive complete, including warranty cards, manuals, accessories, promotional material, and in the original packaging.

For Defective Products: Customers will not be eligible for the 7-day return privilege unless bikes arrive with a serious, verifiable quality issue present upon initial delivery from shipping carrier. In such cases, please provide Elevatech Nova with photos and a detailed explanation returns@elevatechnova.com. Elevatech Nova will contact Eunorau and Eunorau will determine if an individual situation warrants a return. Elevatech Nova will follow up with the customer to determine the outcome. If it is determined the situation warrants a return, please phone (1-833-700-0988) / email info@eunorauebike.com Eunorau immediately. Eunorau will provide the customer with the next steps for receiving a shipping label, who pays for shipping, and returning the damaged product.

The merchandise must arrive complete, including warranty cards, manuals, accessories, promotional material, and in the original packaging. There is no restocking fee.

Once the return is received and inspected by Eunorau, Eunorau will send the customer an email to notify the customer they received the returned item. Eunorau will notify the customer of the approval or rejection of a refund. If the customer is approved, the refund will be processed, and a credit will automatically be applied to the credit card or original method of payment, within 5-7 business days.

If you haven’t received a refund after that time, first check your bank account again. Next, contact your credit card company, it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund yet, please Eunorau immediately. Phone (1-833-700-0988) / email info@eunorauebike.com

For customer remorse: If you purchased the wrong product, it doesn't fit, or you no longer want the item Elevatech Nova does not accept refunds or returns.