Return Policy

Elusive Refunds & Returns Policy 

"Elusive", "we" or "us" refers to Elusive eCycles Inc.

 

WHAT IS ELUSIVE'S REFUND AND RETURN POLICY?

Within a 7 day period beginning on the date of purchase (or date of delivery for shipped online orders), products accompanied by a receipt may be eligible for returns, and a refund or store credit. The following terms and conditions apply to returns:

  1. Some products may be eligible for a full refund or a store credit, if the product does not meet your expectations, or is defective, the product is returned to us, and it meets our refund conditions. 
  2. Products are non-refundable in the case of damage, use, or if the product does not meet our reasonable refund conditions. Elusive does not offer returns or refunds for:
  • electronic bicycles, e-cycle products, ebikes, scooters, or dirt bike products, where the box is opened and the product has an odometer reading above 20km (12.5 mi);
  • products that have been damaged, dropped, or involved in accidents, neglected, tampered with, or feature non-OEM modifications; 
  • sale price merchandise. We will endeavor to notify customers before check-out if the product is a final sale (non-refundable);
  • products that require cleaning, repairs or replacement of parts.
  1. We reserve the right to conduct inspection and evaluation of returned products, to ensure the product meets our refund conditions before issuing a refund or credit. Only products that pass inspection and evaluation are eligible for refunds or credits. 
  2. We will not issue a refund or store credit until we receive the returned product and complete our review. If some products are listed on the receipt but are not received by us, no refund will be issued for such products that we do not receive.
  3. Elusive recommends all returns be sent with a traceable carrier such as Canada Post. Return shipping is not refundable. We are not responsible for the loss or damage to products during a customer’s return shipping.
  4. If the returned product does not meet our refund conditions, we may refuse to issue a refund, or at our discretion we may apply a restocking fee or additional service charge and deduct such amount from the refund or credit amount. 

 

 

HOW DO CUSTOMERS RETURN PRODUCTS?

To initiate a return, make sure you are within the return time period and contact us at returns@elusiveecycles.com, provide us with your order number, and postal code to start your return. We’ll respond to your request with return instructions.

 

Please return all product in its original condition, in the original packaging. As the customer, you are solely responsible for organizing shipping, plus any shipping and handling fees and charges

 

If the original packaging has been disposed of, it is your sole responsibility to package the product in appropriate shipping and packaging material. Failure to secure appropriate shipping and packaging materials may result in damage to the product during shipping, and additional charges may apply, and may be deducted from the refund amount.

 

 

CAN ELUSIVE INITIATE A REFUND?

Yes, if a product you ordered is unavailable, if there is no substitute, or the product cannot be shipped in a timely way, we will cancel that order (or that portion of the order) and issue a full refund.

 

If you have any questions or concerns regarding returns or refunds, please email our team at info@elusiveecycles.com