Refund policy
Ebike Return & Refund Policy (ROLL ROAD)
These Consumer Purchase Terms and Conditions (the “Terms”) constitute a legal agreement between you and Roll-Road and apply to all consumer purchases made by you of any model of electric bikes (“e-bike(s)”) and/or related accessories offered by Roll-Road (collectively with e-bikes, the “Products”) in the United States only. By purchasing any Products from Roll-Road, or by using the Products, you hereby agree to these Terms in their entirety.
Please read these Terms carefully and thoroughly, as they set forth your rights and obligations. Any dispute arising under these Terms shall be resolved through binding arbitration.
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For all orders (including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
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Cancellation and Return:
To avoid unnecessary fees and disputes, please contact our customer support team before initiating any return or cancellation: 📩 support@roll-road.com (please include your order number 、Order email address and A receipt or proof of purchase)
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
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A) Minor damage to the outer packaging.
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B) Minor scratches or paint loss on the product.
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C) Damage to parts or wearing parts after excessive use.
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D) Damage to parts or wear-and-tear components resulting from extended use or repeated usage.
2.1. Orders Not Yet Shipped
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Orders can be canceled before shipment
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No restocking fee will be charged
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A 5% transaction fee (credit card / PayPal processing fee) will be applied
2.2. Orders Shipped but Not Yet Received
A. Successful shipment interception
The following fees will apply:
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Interception fee + restocking fee: $100
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One-way shipping cost
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Bank processing fee : 5% of the total order value
B. Failed shipment interception
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If the customer refuses delivery or the package is returned after delivery attempt
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The order will be handled under the “Delivered Orders Return Policy”
2.3. Delivered Order
A. Unused / Unopened (within 21 days)
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Returns are accepted within 21 days of delivery
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Condition: product must be unused and returned with original packaging and all accessories (charger, user manual, keys, etc.)
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Costs borne by the customer:
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Return shipping cost
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Bank processing fee + restocking fee: 15% of total order value
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B. Opened / Lightly Used (within 21days)
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Condition: riding distance under 10 miles, and the product remains in near-new condition
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Must include original packaging and all accessories
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Costs borne by the customer:
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Round-trip shipping costs
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25% restocking fee
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C. Used / Heavily Used / Modified Bikes
ROLL ROAD reserves the right to refuse returns or issue partial refunds based on condition in the following cases:
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Heavy usage or significant wear and tear
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Physical damage (crash, drop, water damage, etc.)
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Unauthorized modifications or aftermarket alterations
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Missing critical or safety-related components
D. Returns after 21 Days
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Returns or refunds are not accepted after 21 days from delivery in principle
2.4. Other Cases: Refused Delivery / Address Issues / Delivery Failures
The following situations will be treated as voluntary returns:
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Refused delivery by customer
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Incorrect or incomplete shipping address
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Failure to receive delivery resulting in return
The following fees will apply:
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Return shipping cost
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Bank processing fee + restocking fee: 15% of total order value
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Additional fees (including but not limited to storage fees, reshipping fees, or return handling fees) ——Additional fees may not always apply. However, if incurred, they may be deducted from the final refund amount.
2.5. Refund Processing
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Refunds will be issued only after returned items are received and inspected
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Refunds will be processed to the original payment method (credit card / PayPal, etc.)
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Processing time: typically within 21 business days, depending on your bank or payment provider
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Refund amounts may be adjusted based on the condition of the returned product, missing accessories, damage, excessive wear, or other factors identified during inspection.
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If you make a purchase outside the United States, currency conversion fees may be charged by your credit card issuer and the payment processor. You are responsible for all such fees. Roll-Road can only issue refunds in USD up to the original amount paid.
2.6. Important Return Notes
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All returns must be arranged in advance by contacting support@roll-road.com with tracking details.
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For return shipments valued over $69 USD, we strongly recommend:
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Using a trackable shipping service
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Purchasing shipping insurance
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ROLL ROAD is not responsible for lost or damaged return shipments
3.Ebike Performance
Please note that information regarding the expected range on a single charge of our e-bikes is an estimate and not a guarantee. Many factors affect real-world range, including battery age, temperature, level of assist, speed, payload, and terrain. Depending on conditions, actual range may be lower or higher than the estimated range. Roll Road reserves the right to use substitute parts, materials, or equipment of equivalent quality and value that meet Roll Road’s strict standards.
Alterations
Any alterations, modifications, or other changes made by you to an e-bike after purchase that affect its safety, operation, or mechanical performance will void the Limited Warranty and are performed at your sole risk.
⚠️ Important Reminder
The following products are not eligible for return, exchange, or refund, including but not limited to:
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All accessories (helmets, locks, bags, etc.)
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Used or ridden e-bikes
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Items missing original packaging or showing signs of use
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Special/custom orders
Payment methods
