Returns, Refunds and Restocking Fees. Phantomgogo believes in the quality of its products and wants you to shop with confidence. Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories and E-Bikes sold by Phantomgogo.
Return of Product Due to Defect or Shipping mistakes Within 14 Days of Receipt. We stand by our product and our actions. If you experience any issue with our product, please let us know and we will do our best to help you out. If we are unable to resolve your issue, we will provide the option for either replacement or refund. Prepaid shipping label will be provided at no cost to our valuable customer.
- Returns of New and Unused Items Within 14 Days of Receipt. We allow you to return any item in new and unused condition within 14 days of receipt for a full refund with no restocking fee, less shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally.
- Returns of Used Items. Any items returned in a used condition may be returned within 30 days of purchase subject to the return shipping charges and a restocking fee in the amount of twenty-five percent (25%) of the purchase price. Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer and with all the accessories included, such as keys, batteries, etc. Missing accessories may result in additional restocking fee up to fifteen percent (15%) on top of the base twenty-five percent (25%) restocking fee.
- Returns of New and Unused Items Outside the 14-Day Window. If you wish to make a return outside of the 14-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee in the amount of twenty percent (20%) of the purchase price.
Return Shipping Costs. You will be responsible for paying for your own shipping costs for returning your item, unless it is an issue caused by Phantomgogo. Shipping costs are non-refundable. We recommend using a shipping service with tracking number when purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return.
Returns Mechanics, COD and Timing. Please contact a member of our customer support team using the “Contact Us”. We will notify you at the email address on file when we process your return. No return material authorizations or permission numbers are required to make a return. Most refunds show up to your original payment method within 3 business days of processing (or on your next paper statement). Phantomgogo does not accept shipments sent cash on delivery (COD).
No Third-Party Returns. Please note that each of our partnered distributor sets its own return and exchange policies and procedures. We do not accept returns of items purchased from our partner store. Please contact the place of original purchase to discuss their return policy and procedure.
Refused Shipments – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $75 per E-Bike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $75.
Battery Returns. Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.