Return Policy

Returns & Exchanges Policy

At Ecogo Canada, we strive to ensure complete customer satisfaction with every purchase. We understand that sometimes a product may not meet your expectations or may arrive defective. To help guide you through the process, please review our return and exchange policy below.

Return Eligibility
Ecogo Canada accepts returns and exchanges for products purchased in-store or online under the following conditions:

  • Within 15 days from the date of the original purchase
  • Proof of Purchase: To initiate a return or exchange, you must provide the original receipt or invoice. This document serves as proof of purchase and is necessary for processing your return. Additionally, you must provide a clear reason for the return or exchange.
  • Defective Products on Arrival (DOA): If you receive a product that is defective due to manufacturing or workmanship, you are eligible for a full refund or exchange. This applies if the product is malfunctioning or damaged when it arrives at your location, and the issue is not due to external factors like shipping or mishandling.
  • Incorrect Fulfillment: If we accidentally ship the wrong product or an item that differs from your order, we will offer a full refund or free exchange. Please notify us immediately so we can resolve the issue as quickly as possible.
  • Unused/Unopened Products: We accept returns for products that are unused, unopened, and in their original condition. The product must be in the same condition as when it was sold, with no signs of being used, assembled, or altered. For electric mobility products (such as electric scooters and e-bikes), we require that these items are returned in their original, unaltered state, including the original packaging and all accessories. Returns for used items will be subject to a restocking fee, and return shipping costs may apply.

Restocking Fees
Ecogo Canada reserves the right to apply a restocking fee under certain conditions. This fee covers the inspection, repackaging, and administrative costs associated with processing a returned item. The following fees may apply:

Electric Scooters & E-bikes:

  • 10% Restocking Fee if the product is opened but unused, and the original packaging is intact.
  • 15% Restocking Fee if the product is opened, unused, but missing the original packaging.
  • 20-30% Restocking Fee if the product has been opened and used, depending on the condition and signs of wear.


Accessories & Parts:

Restocking Fees may apply if the item is opened, missing parts, or is returned in a damaged condition. Products must be returned in their original, unopened state to avoid restocking fees.


Personal Protective Gear:15 Days (Exchange Only) – Exchanges are allowed for size or color changes, provided the item is unused, and no packaging or labels have been removed. If any personal protective gear (such as helmets, gloves, pads, etc.) shows any sign of wear, it will not be eligible for return or refund.


Used Items:

  • Non-returnable – Any products sold as used, refurbished, demo models, final sales, or open-box are not eligible for return or exchange.


Services, Deliveries, and Shipping:

  • Non-returnable
    Any services rendered, shipping charges, or delivery costs are non-refundable.


Order Cancellation

For Shipped Orders:

  • Once an order has been shipped, it cannot be canceled while in transit. We recommend that you track your package through the carrier and contact us as soon as the product arrives if you wish to initiate a return or exchange.
    Return/Exchange Process – After the product is delivered, the standard return or exchange policy applies, and you have 15 days to initiate the return process. Return shipping costs and any applicable merchant fees will be the responsibility of the customer.

For Pending Shipments/Pickups:

  • If your order has not yet shipped or been picked up, you can cancel it by contacting us directly. However, please note that merchant fees may apply to cancellations.
  • Refunds for returned items will be processed once the product has been inspected and verified. After the return is received and processed, please allow 3 to 7 business days for your refund to be issued. Refunds will be credited to the original payment method used for the purchase. Depending on your bank or payment provider, it may take an additional 3 to 7 business days for the refund to appear in your account.

Refund Timeline:

  • Refund requests will typically be processed within 3 to 7 business days from the date the product is received back at our store or warehouse.
    After the refund is processed, you will receive an email notification confirming the transaction. Please allow time for the funds to transfer to your account.

 

Important Notes:

Condition of Returned Products: We reserve the right to inspect all returned products to assess their condition. If any product shows signs of damage or excessive wear, additional fees may apply, or the return may be denied. We may also conduct electrical tests or visual inspections to confirm that the product has not been excessively used.

Non-returnable Products: Certain items, including but not limited to used products, services, deliveries, and shipping fees, are not eligible for return or refund under any circumstances.

Changes to the Policy: ECOGO Canada reserves the right to modify or update this Returns and Exchanges Policy at any time, without prior notice. Customers are advised to review the policy periodically for any changes.