Order Cancellation Policy

To cancel an order that has been placed, please contact Coastal E-Bikes immediately at info@coastalebikespcb.com prior to the dispatch of your order. While we will make every effort to accommodate your cancellation request, we cannot guarantee that it will be possible if the order has already entered the shipping process. Customers will be notified via email if the cancellation has been processed successfully.

Once an order has been dispatched, it cannot be cancelled. Customers are advised to accept delivery and then reach out to us within 14 days of receipt for a return authorization label. Please note that refusal of delivery or failure to comply with the prescribed return procedure may result in loss of the item during transit or refusal by our warehouse due to lack of return registration, which could render the order ineligible for a refund or replacement.

Upon receipt of the returned item, we will inspect it to ensure it is complete, unused, and in good condition. A restocking fee of $200 per bike unit will be applied. The restocking fee for accessories is item-specific and will be communicated accordingly.

Return Policy

Coastal E-Bikes permits return requests within 14 days following delivery. Requests made after this period will not be honored. To lodge a return request, please email us at info@coastalebikespcb.com, including “[RETURN REQUEST]” and your order number in the subject for expedited service.

Please note that damage to the outer packaging does not equate to damage to the item itself. Due to the unpredictable nature of shipping, we cannot guarantee the condition of the packaging upon arrival. In cases of damage to the outer packaging, customers are encouraged to file a claim with the carrier immediately.

For non-defective or undamaged ebikes, returns must be initiated within 14 days of receipt by contacting Coastal E-Bikes. A restocking fee will be charged depending on the condition of the returned bike: $200 for unused bikes and 20% of the total order amount for used bikes. Returned bikes must be free from wear and tear, dirt, dust, fragrance, or any signs of use, in their original packaging and condition, and include all original items (charger, pedals, bell, reflectors, headlight, toolkits, user manual, quick start guide, etc.). Prior authorization and a prepaid return shipping label from Coastal E-Bikes are required for all returns. Warranty claims must be resolved before a return can be processed. Returns should ideally be sent in original packaging, but alternative boxes may be accepted provided they meet our standards.

Pre-Orders, Backorders, and Cancellation Policy

Our backorder procedure applies to temporarily out-of-stock ebikes. For all pre-orders and backorders, payment will be taken immediately without delay regardless of the expected shipping date.

Accessory and Replacement Parts Returns

Accessories and replacement parts received under the Limited Warranty or purchased separately are eligible for return within 14 days of receipt provided they remain unused, free from wear and tear, dirt, dust, fragrance or any signs of use, and are sealed and unopened in their original packaging. Customers are responsible for all associated shipping costs.

Non-returnable/Non-refundable Items

Certain items are not eligible for return except in cases of significant malfunction under warranty coverage that has been approved by Coastal E-Bikes. These include used products, batteries, gift cards, gifted orders, “Built and Delivered” fees (which are nonrefundable), products purchased from unauthorized resellers or individuals, items damaged due to user error, non-physical products like insurance services, and gift cards.

Refund Policy

For refund inquiries, please contact us at info@coastalebikespcb.com with your request. Please be aware that flash sales are exempt from price matching policies and discount codes cannot be stacked; only one code may be used per purchase. Price matching requests must be made within 14 days of delivery and only apply to identical models and colors.

The final refund amount may be adjusted for restocking fees, delivery signature fees, return shipping costs, and insurance costs from the original order. Refunds will only be processed after successful return and inspection by our warehouse. Customers will receive notifications by email and refunds will be issued to the original payment method. Please note that processing times for refunds may vary by bank or credit card company and could take up to 30 days.

This Return and Refund Policy is applicable exclusively to orders placed through Coastal E-Bikes’ official website.

Return and Refund Policy for Hollywood Racks Products

For purchases involving third-party products like those from Hollywood Racks, please contact Hollywood Racks Customer Service directly at info@hollywoodracks.com for warranty and service-related inquiries.

Eligibility for returns of Hollywood Racks products extends up to 14 days post-delivery with the requirement that items remain unopened and unused. To initiate a return with Coastal E-Bikes Customer Service, please email info@coastalebikespcb.com with your order number and a photo of the item intended for return. A restocking fee of 20% of the retail price may be applied for returns unrelated to product issues. Customers will be informed if such fees apply. Non-compliance with return policies may result in a refund dispute.

For any further assistance or inquiries regarding returns, please reach out to Coastal E-Bikes Customer Service team. We value your business and strive to ensure your satisfaction throughout your shopping experience.