Return & Refund Policy

Order Cancellation

If you wish to cancel your order, please contact us at support@jasionbike.com as soon as possible after placing your order.

Before Shipment

If your order is successfully canceled before shipment, a 5% handling fee based on the total order amount will be deducted from your refund.

After Shipment

Once an order has been shipped, it can no longer be canceled as an unshipped order.

For any non-quality-related cancellation after shipment, including change of mind, ordering the wrong item, or no longer wanting the product, a C$245 return shipping and processing fee will be deducted from the refund.

If the customer refuses delivery after the order has been shipped, a C$245 return shipping and processing fee will also apply.

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Exchanges

Before Shipment

Products may be exchanged for another product of the same price at no additional product cost.

If you wish to change to a different model with a different price, you will be responsible for any price difference.

Shipped but Not Yet Delivered

Once an order has been shipped, we do not accept exchange requests while the package is still in transit.

If you no longer want the product, the order must be handled according to our return policy after delivery.

After Delivery

Exchange requests must be submitted within 14 days of delivery.

To qualify for an exchange, the e-bike must:

• Have an odometer reading of less than 10 miles

• Be free from dirt, dust, odors, damage, or signs of use

• Include all original packaging, accessories, manuals, and documentation

• Meet all other conditions listed in this policy

For non-quality-related exchanges, customers are responsible for the following return shipping costs:

• E-bike: C$245

• Accessories: C$40

• Battery: C$136

If exchanging an e-bike for a different model, the customer is responsible for the C$245 return shipping fee as well as any applicable price difference.

Non-quality-related exchanges, including change of mind or ordering the wrong product, are always subject to the applicable shipping fees above.

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Returns

E-bikes may be returned within 14 days of delivery.

Return requests submitted more than 14 days after delivery will not be accepted.

Before returning any product, you must contact support@jasionbike.com and receive approval from JasionBike.

Returns sent without prior authorization will not be accepted.

Return Eligibility

To qualify for a return, the e-bike must:

• Have been ridden less than 10 miles

• Show no signs of use

• Be free from dirt, dust, odors, scratches, or damage

• Be returned with all original packaging

• Include all original accessories, manuals, components, and documentation

We strongly recommend keeping the original packaging for at least 14 days after delivery.

For all non-quality-related returns, including but not limited to change of mind, incorrect purchase, or no longer needing the product, the customer is responsible for a C$245 return shipping and handling fee.

JasionBike will provide the official return shipping label after the return request has been approved.

Do not ship the product back before receiving the official return label and return instructions from JasionBike.

If a customer ships a product without prior authorization or without using the return process provided by JasionBike, the shipment will be considered an unauthorized return. JasionBike may refuse unauthorized shipments, and the customer will be responsible for any resulting shipping fees, losses, storage fees, or additional costs.

Unauthorized returns may also be subject to a 25% restocking fee.

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Used Items

Used products are not eligible for return.

A product may be considered used if it:

• Has been ridden more than 10 miles

• Shows visible wear, dirt, scratches, damage, or odors

• Is missing original packaging, accessories, manuals, or components

• Has been modified or altered after delivery

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Damaged or Defective Products

If your product arrives damaged or has a confirmed quality-related defect, please contact support@jasionbike.com within 7 days of delivery and provide clear photos or videos showing the issue.

Depending on the nature of the issue, JasionBike may provide:

• Replacement parts

• Technical support

• Product replacement

• Return authorization

• Other appropriate compensation or resolution

For approved quality-related returns or exchanges, JasionBike will cover the applicable return shipping costs.

Only confirmed product defects or shipping damage are eligible for free return or exchange.

Issues caused by misuse, improper assembly, accidents, unauthorized modifications, normal wear and tear, or other non-quality-related reasons are not considered product defects.

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Non-Returnable Items

The following items are generally non-returnable unless they arrive damaged or have a confirmed defect covered under our warranty:

• Used products

• Batteries

• Special-order products

• Sale or clearance items

• Gift cards

• Gift items

Accessories are also non-returnable and non-exchangeable once sold and shipped for non-quality-related reasons.

If an accessory arrives damaged or defective, please contact us for assistance.

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Return Shipping

All approved returns must use the shipping label provided by JasionBike unless otherwise instructed in writing.

Please package the product securely using the original packaging whenever possible.

After shipping the return, please provide JasionBike with the return tracking number.

Customers should not arrange their own return shipment without prior written approval from JasionBike.

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Return Inspection and Processing

Once we receive your returned item, please allow 3–6 business days for inspection and processing.

After inspection, we will confirm whether the return meets the requirements of this policy.

If the return is approved, we will process the applicable refund or exchange.

If the returned product does not meet the eligibility requirements, JasionBike may reject the return and return the product to the customer. The customer may be responsible for any additional shipping costs.

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Refunds

Once your return has been received, inspected, and approved, the refund will be issued to your original payment method.

Applicable fees, including return shipping, handling, restocking, or other authorized deductions, will be deducted from the refund where applicable.

After JasionBike issues the refund, it normally takes approximately 7–15 business days for the funds to appear in your account, depending on your bank, credit card issuer, or payment provider.

Please note that JasionBike cannot control the processing time of your financial institution after the refund has been successfully issued.

You will receive a notification once your refund has been processed.

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Contact Us

For cancellation, return, exchange, refund, or warranty-related questions, please contact:

support@jasionbike.com