Refund policy

Please read our Return and Refunds Policy prior to placing a pre-order or purchasing in-stock product(s) of All Terrain Electric Bikes LLC. 

All cancellations are subject to the fees described below.  Only one of the following will pertain to your return/refund. 

  1. Pre-Order
    A pre-order is an order placed by All Terrain Electric Bikes to their offshore manufacturing facility on behalf of their customer for a specific bike model, color, and accessories/options (if any).
  • Your credit/debit card is charged in full at time of ordering excluding inland delivery charges (from our facility to your delivery address).
  • NOTE: All pre-order monies are deposited into a Trust Account.  This keeps your payment to the manufacturer separate from our operating account.
  • Your bike will be listed as "Out of Stock" with an estimated ship date.
  • You are responsible for any increase in tariffs and ocean shipping estimates.  Ocean shipping estimates can change and are not guaranteed.
  • Pre-order customers will receive updates on their order(s) throughout the manufacturing and shipping process.
  • Please remember that delays happen.  Production schedules, parts availability, ocean shipping delays, custom clearance and weather are all out of our control.

       Pre-Order Cancellations

  • If you wish to cancel, you must contact us via email within 15 days of your order placement.  If more that 15 days have passed, we cannot cancel your order.    
  • All refunds are subject to approval.
  • A 5% fee will be retained to cover administrative costs.
  • Refunds will be issued to your original method of payment.

       2. Cancellation of In-Stock Bikes

  • Before Shipment: If you wish to cancel, you must contact us via email within 12 hours of your order and before a shipping label has been assigned.
  • A 5% fee will be retained to cover administrative costs.
  • Refunds will be issued to your original method of payment.
  • After Shipment: If you wish to cancel or you refuse your order after a shipping label has been assigned, even if the carrier status shows "Not Picked Up", the item is considered shipped.
  • We are unable to cancel orders that have already been processed.
  • See Section 3 Cancellation of Shipped Bikes below to determine which return you qualify for (return of a "New Bike" or return of a "Used Bike").

       3. Cancellation of Shipped Bikes

  • Return of New Bike: We accept returns of any unused and unopened bikes (photo required) within 15 days of your delivery date.  The 15 days are calculated from the date you receive the product and the date we receive it back to our warehouse.
  • Returns will not be accepted after 15 days (excluding holidays).
  • You must contact us via email for a Return Authorization Number.  Returns without prior authorization will not be accepted.
  • You will be responsible for both the outbound and return shipping costs.
  • A 15% fee will be retained to cover "new condition" inspection, and other associated warehouse and administrative costs.
  • Any shipping damage will be deducted from your refund.
  • We suggest you opt for a traceable shipping service and acquire shipping insurance.
  • Return of Used Bikes: We accept returns of ridden used and open bikes within 15 days of delivery if it has;
    • Less than 10 miles on the odometer (photo required)
    • No scratches or damages - Must be in new condition
    • The original box and packaging material
    • The battery charger, keys, and batteries are returned
  • The 15 days are calculated from the date you receive the product and the date we receive it back to our warehouse.
  • Returns will not be accepted after 15 days (excluding holidays).
  • You must contact us via email for a Return Authorization Number.  Returns without prior authorization will not be accepted.
  • You will be responsible for both the outbound and return shipping costs.
  • If you have disposed of the original packing material, you will need to purchase a box that matches the original size of the bike.  Please use protective foam inside the box to secure the frame during transit. 
  • We suggest you opt for a traceable shipping service and acquire shipping insurance.
  • A 25% fee will be retained to cover product inspection, re-boxing, warehouse restocking fee, and administrative costs.
  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.  We reserve the right to withhold up to the full value of the refund if the bike is in poor condition upon receipt.
  • Refunds will be issued to your original method of payment.
  • Bikes that exceed 10 miles on the odometer are not eligible for return or refund. 

       4. Refunds of Parts and Accessories

  • Parts and accessories are not eligible for return, exchange, or refund unless the product has a quality issue.  The part or accessory must be returned in the original packaging.  You are responsible for the return shipping charge.

       5. Refund Process

  • We will deduct the cost of cleaning and repairing any aspects of the bike that were damaged or left dirty by the buyer returning the bike.
  • The final refund amount may be reduced by any applicable restocking fees, shipping costs, cleaning, repairing and administrative fees incurring during the original order.
  • Returns won't be approved until the returned package has been successfully received and inspected by our warehouse.
  • Please allow up to 30 days for your bank or credit card company to process the refund.
  • If you have any questions, please contact our Customer Service Department at Service@AllTerrainElectricBikes.com.

       6. Shipping Damage Claims

  • In rare instances, items may be damaged during transit.  If your item is damaged during shipment, please contact Service@AllTerrainElectricBikes.com with photo or video evidence.
  • Shipping damage claims must be submitted within 7 days of delivery.  We will not accept claims made after this period.