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We want you to have a great experience with your new e-bike.
Because e-bikes are large, high-value products with integrated lithium battery systems, they require specialized freight logistics, careful handling, and inspection procedures.
This policy is designed to clearly explain how returns and refunds are handled, ensuring fairness, transparency, and consistent processing for all customers.
We process orders quickly to ensure fast fulfillment and shipping.
Orders may be canceled for a full refund before a tracking number has been generated.
Please contact support@ridert.com. Our customer service team responds within 24 hours.
Once a tracking number has been generated and the order has entered carrier scheduling, the shipment process has already started.
At this stage, cancellation is no longer free of charge and is handled as a return request.
A 250 CAD logistics and handling fee will apply to cover outbound freight processing costs.
Once a courier (e.g., FedEx, UPS) has been scheduled for pickup, the order is considered in active transit preparation, even if it has not physically left the warehouse.
If a shipment is refused without prior authorization, it will be treated as a return in transit.
Applicable costs may include:
We strongly recommend contacting support before refusing delivery to avoid unnecessary costs.
Order modifications are free of charge.
Modifications may not always be possible once the order is shipped. Our team will assist whenever operationally feasible.
No modifications can be made after delivery. Please refer to the return policy below.
We accept return requests within 30 days of delivery.
To ensure safe transportation and resale quality, e-bikes must be in resellable condition with minimal usage (generally within approximately 15 km) and within 30 days of delivery.
We do not accept returns for e-bikes that have been heavily used, significantly damaged, or ridden beyond the allowable evaluation period, except in cases of verified quality issues.
A total logistics and handling fee of 500 CAD (250 CAD outbound + 250 CAD return freight) will be deducted from the refund.
This covers heavy freight transportation costs.
A total logistics and handling fee of 500 CAD + 20% restocking fee will be applied.
The restocking fee covers inspection, repackaging, and quality verification.
Products showing heavy use, scratches, or damage may not be eligible for return. Final eligibility is determined after inspection.
To provide more flexibility and reduce freight costs, customers may choose:
If store credit is selected, the 20% restocking fee will be waived.
Standard logistics fees still apply.
If your product arrives with a defect or suffers damage during shipping, we will fully support you.
Photos or videos are required for technical evaluation.
We will provide troubleshooting assistance and replacement parts at no cost when applicable.
If the issue is confirmed to be a manufacturing defect or critical functional failure, we will provide one of the following:
Damage that affects normal riding functionality (e.g., frame damage, motor failure).
To initiate a return, please contact support@ridert.com within 30 days of delivery.
Please include:
Our support team will respond within 24–48 hours with return instructions.
All returns must be securely packed in original packaging or equivalent protective materials.
All accessories must be included (charger, battery, keys, hardware, manuals, etc.).
If original packaging is not available, customers are responsible for arranging suitable protective packaging.
Riding’times is not responsible for damage caused during return transit due to improper packaging.
If customers choose to return items using their own carrier:
Refunds are processed within 7 business days after inspection is completed.
Refunds may be adjusted based on applicable logistics and handling fees and restocking fees.
Processing times may vary depending on banks or payment providers.
For any questions or assistance:
support@ridert.com
