At COSWHEEL, we are committed to providing reliable products and responsive customer service. This Return & Refund Policy applies to eligible products purchased directly from coswheelebike-ca.com.
Please review this policy carefully before placing an order. Nothing in this policy limits any rights or remedies that cannot be excluded under applicable Canadian federal, provincial, or territorial consumer protection laws.
1. Order Cancellation
Electric Bike Orders
| Order status | Can the order be cancelled? | Cancellation cost |
|---|---|---|
| Within 24 hours of purchase | Yes | No cancellation fee |
| More than 24 hours after purchase, but before shipment | Yes | 8% of the purchase price |
| After shipment | No longer treated as a cancellation | Subject to the applicable return fee and shipping costs |
Once an order has shipped, it can no longer be cancelled. The customer may request a return after delivery, subject to the eligibility requirements, fees, and procedures described below.
Accessory Orders
| Order status | Can the order be cancelled? | Cancellation cost |
|---|---|---|
| Within 24 hours of purchase | Yes | No cancellation fee |
| More than 24 hours after purchase, but before shipment | Yes | 10% of the purchase price |
| After shipment | No | Not applicable |
Accessory compatibility varies between models and production versions. If you are uncertain which accessory is compatible with your electric bike, please contact us before ordering.
We may ask you to provide photographs or information such as:
- Frame serial number
- Motor code
- Controller label
- Battery connector
- Brake system
- The original component requiring replacement
Once an accessory order has shipped, it is generally not eligible for cancellation or return unless the item is defective, damaged in transit, missing, or different from what was ordered. This does not affect any non-waivable rights available under applicable law.
2. Delivery Address Changes
Customers must contact us as soon as possible if a delivery address needs to be changed.
| Order status | Address-change conditions |
|---|---|
| Before shipment | We will attempt to update the address without charge |
| After shipment | Address changes are not guaranteed and may incur a CA$30 fee per package, plus any additional carrier charges |
COSWHEEL is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer. If a shipment is returned, redirected, or reshipped because of an incorrect address, the customer may be responsible for the resulting carrier charges.
3. Returns Within 30 Days
Customers may request an eligible return within 30 calendar days of delivery.
Before returning any product, customers must contact COSWHEEL Canada and receive written return authorization and return instructions.
Customer service email: service.ca@coswheel.com
Unauthorized returns may be refused and may not qualify for a refund.
Return Eligibility Summary
| Situation | Available resolution | Customer cost |
|---|---|---|
| Incorrect product received | Correct replacement or full refund | No cost |
| Product damaged during shipping | Replacement, repair, parts, partial refund, or full refund depending on the damage | No cost for an approved claim |
| Item or accessory missing | Missing item sent or appropriate partial refund | No cost |
| Confirmed manufacturing defect within 30 days | Repair, replacement, parts, or refund as appropriate | No cost for an approved claim |
| Non-defective, new and unused electric bike | Return for refund, subject to the conditions below | 30% restocking fee and return shipping |
| Used electric bike without a confirmed defect | Not eligible for return | Not applicable |
| Change of mind or incorrect model selected | Return only if the product remains new and unused | 30% restocking fee and return shipping |
4. Incorrect, Missing, or Shipping-Damaged Items
Customers should inspect the shipment promptly after delivery.
Incorrect products, missing items, visible shipping damage, or significant packaging damage should be reported within 14 calendar days of delivery.
Please provide:
- Order number
- Photographs of the complete shipping carton
- Photograph of the shipping label
- Photographs or videos of the damage
- Photographs of all received items
- A description of the missing or incorrect product
Please retain the original packaging while the claim is being reviewed.
If the claim is approved, COSWHEEL may provide, as appropriate:
- A replacement product
- Replacement components
- Repair assistance
- A partial refund accepted by the customer
- A full refund and authorized return
Reporting damage after 14 days may affect our ability to submit a carrier claim. However, this reporting period does not restrict rights that cannot legally be limited under applicable law.
5. Returns for Confirmed Quality Issues
If a product has a suspected manufacturing defect, contact us before arranging a return or repair.
Customers must provide photographs or videos clearly showing the issue and cooperate with reasonable troubleshooting. Many concerns can be resolved through adjustment, technical guidance, or replacement components without returning the complete electric bike.
Within 30 Days of Delivery
If COSWHEEL confirms that the product has a substantial manufacturing defect that cannot reasonably be corrected through troubleshooting, repair, or replacement components, COSWHEEL may offer:
- Free replacement components
- An authorized repair
- A replacement product
- An authorized return for a refund
For an approved quality-related return, COSWHEEL will provide return instructions and cover reasonable, pre-authorized return-shipping costs.
Customers must not ship a product or arrange third-party repairs without written authorization. COSWHEEL is not responsible for unauthorized shipping, repair, or labour expenses.
More Than 30 Days After Delivery
After the 30-day return period, manufacturing defects will be handled under the applicable COSWHEEL Canada Warranty Policy.
A return or refund is generally not available after 30 days unless required by applicable law. COSWHEEL may instead provide troubleshooting, replacement components, or an authorized repair according to the warranty terms.
6. Non-Quality Returns
A non-defective electric bike may be returned within 30 calendar days of delivery only if it meets all the following requirements:
- The bike is new and unused
- The bike has not been ridden outdoors
- The odometer shows no meaningful riding mileage
- The product has not been assembled beyond what is reasonably necessary for inspection
- The product is clean and free of scratches, wear, dirt, damage, and signs of use
- All original components, manuals, tools, chargers, keys, and accessories are included
- The product is returned in its original packaging
- Valid proof of purchase is provided
- A return authorization has been issued by COSWHEEL
Eligible non-quality returns are subject to:
- A restocking fee equal to 30% of the product purchase price
- Return-shipping costs
- Any non-refundable carrier, redirection, or handling charges
- Deductions for missing components or damage beyond what is necessary to inspect the product
Original shipping charges and expedited shipping charges are non-refundable unless the return results from an error by COSWHEEL or otherwise required by law.
7. Used Electric Bikes
Used electric bikes are not eligible for a change-of-mind or non-quality return.
A product may be considered used if it:
- Has been ridden outdoors
- Shows mileage on the odometer
- Has dirt, tire wear, scratches, scuffs, or other signs of use
- Has been modified or damaged
- Is missing original packaging, components, accessories, or documentation
- Cannot reasonably be resold as new
If a used electric bike has a suspected manufacturing defect, the matter will be handled under the quality-issue provisions of this policy or the applicable Warranty Policy.
8. Accessory Returns
Once an accessory order has shipped, non-defective accessories are generally not eligible for return or refund.
COSWHEEL will review a claim if the accessory:
- Arrived damaged
- Has a confirmed manufacturing defect
- Is missing from the order
- Is different from the item ordered
- Was confirmed as compatible by COSWHEEL before purchase but is not compatible
Photographs or an unpacking video may be required to verify the issue.
Damage caused by incorrect installation, incompatible installation, modification, misuse, or failure to follow installation instructions is not eligible for a refund or free replacement.
9. Items Not Eligible for Return
Unless required by applicable law, the following items are not eligible for return:
- Products purchased from an unauthorized reseller
- Products not purchased through coswheelebike-ca.com
- Used products returned for non-quality reasons
- Products damaged through misuse, accident, neglect, improper assembly, or unauthorized modification
- Customized or special-order products
- Final-sale products clearly identified as final sale before purchase
- Gift cards
- Giveaways, complimentary products, and free promotional items
- Installed or used accessories
- Batteries or electrical components damaged through improper charging, storage, installation, or use
- Products with removed, damaged, altered, or illegible serial numbers
- Products returned without authorization
- Products returned to an address other than the authorized return address
Sale pricing alone does not automatically make a product final sale. A product will be treated as final sale only when this is clearly disclosed before purchase.
10. Price Adjustments
If the price of an identical product purchased from coswheelebike-ca.com is reduced within 7 calendar days of purchase, the customer may request a one-time price adjustment.
Price adjustments are not available for:
- Requests made more than seven days after purchase
- Clearance or final-sale promotions
- Limited-time flash sales
- Coupon-code promotions
- Bundle offers
- Gifts with purchase
- Dealer or third-party pricing
- Pricing errors
Instead of a price adjustment, COSWHEEL may offer a promotional gift at its discretion. Promotional campaigns and eligibility requirements may be changed or ended at any time, subject to applicable law.
11. Return Process
To request a return:
- Email service.ca@coswheel.com within the applicable return period.
- Provide your order number, reason for return, and supporting photographs or videos.
- Wait for COSWHEEL to review the request.
- If approved, COSWHEEL will provide a Return Merchandise Authorization and return instructions.
- Pack the product securely in its original packaging.
- Ship the product only to the return address provided by COSWHEEL.
Do not return a product to the address shown on the original shipping label unless COSWHEEL specifically authorizes that address in writing.
Customers are responsible for products damaged or lost during unauthorized return shipping.
For customer-paid returns, we strongly recommend using a trackable and insured shipping service. COSWHEEL is not responsible for return packages that are lost or damaged before they are received.
12. Return Inspection
All returned products will be inspected before a refund is approved.
COSWHEEL may reject a return or make a reasonable deduction from the refund if the product:
- Is used, damaged, dirty, or incomplete
- Contains excessive dirt, debris, pet hair, odour, or moisture
- Has scratches, scuffs, tire wear, or other signs of use
- Is missing components, chargers, keys, tools, manuals, or accessories
- Was modified, disassembled, or improperly repackaged
- Was damaged during return shipping due to inadequate packaging
- Does not match the product authorized for return
Where applicable law requires a different remedy, that law will apply.
13. Refund Processing
After an authorized return is received and inspected, COSWHEEL will notify the customer whether the refund has been approved or rejected.
Approved refunds will normally be issued within seven business days after inspection and will be credited to the original payment method.
The refund may be reduced by applicable:
- Restocking fees
- Return-shipping costs
- Non-refundable shipping charges
- Missing component costs
- Damage or loss in value not caused by ordinary inspection
After COSWHEEL issues a refund, the bank, credit card company, PayPal, or other payment provider may require additional time to post it to the customer’s account. Processing time is controlled by the payment provider and may vary.
14. Authorized Repair Reimbursement
Customers must obtain written authorization from COSWHEEL before arranging a third-party repair.
When COSWHEEL approves local repair reimbursement, the customer must provide:
- A valid printed or electronic invoice from a legitimate bicycle repair shop
- A description of the work performed
- Proof of payment
- Any photographs, videos, or replaced components requested by COSWHEEL
Handwritten receipts without verifiable business information may not be accepted.
The approved reimbursement amount will be limited to the amount authorized by COSWHEEL before the repair. Unauthorized repairs, upgrades, unrelated maintenance, and amounts exceeding the written authorization will not be reimbursed.
Any replacement component remains covered only for the remainder of the original applicable warranty period. Repair or replacement does not restart or extend the original warranty period unless required by law.
15. Purchases From Dealers or Other Sellers
COSWHEEL Canada does not directly process returns or refunds for products purchased from:
- Independent bicycle shops
- Authorized dealers
- Distributors
- Marketplaces
- Other third-party sellers
Customers must contact the original seller and follow that seller’s return policy.
Warranty support for eligible products may still be available according to the applicable COSWHEEL Warranty Policy and proof-of-purchase requirements.
16. Canadian Consumer Rights
This policy provides COSWHEEL’s voluntary return and refund terms. It does not exclude, restrict, or replace any rights or remedies that cannot legally be waived under applicable Canadian federal, provincial, or territorial law.
Customers in Québec and other provinces or territories may have additional statutory rights concerning online purchases, delivery delays, defective products, legal warranties, contract disclosure, cancellation, and refunds. Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
17. Contact Us
For cancellations, returns, refunds, damaged shipments, or product-quality concerns, contact:
COSWHEEL Canada Customer Service
Email: service.ca@coswheel.com
Please do not ship a return until you have received written authorization and the correct return address.
