Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Unused electric bikes, parts, and accessories may be returned within 14 days of the delivery of the product in the original non-damaged packaging for: 1) Store credit towards future purchase less shipping costs or 2) Refund of purchase price less a 20% re-stocking fee and shipping costs. We will ask you to pay the return shipping cost of the purchase. We can help arrange return shipping through our courier network. Please give us a call at (604) 728-8347 or email support@cloudev.ca to organize a return or a replacement.
Online Orders will require a return shipping fee of $150
To start a return, you can contact us at sales@cloudebikes.ca. Please note that returns will need to be sent to the following address: 1991 main st vancouver BC, V5T3C1
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@cloudebikes.ca.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item and email photos to sales@cloudebikes.ca so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
All items that show use or wear, opened box cannot be returned.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@cloudev.ca.