Last Updated: September 2026

Hamilton Electric Bikes (HEB) Return & Cancellation Policy

Within a 10-day period beginning on the date of purchase (or the date of delivery for shipped online orders), products accompanied by a receipt may be eligible for returns. This period includes weekends and holidays.

All refunds are contingent on a non-negotiable mechanical inspection. HEB will not issue any refund credits until we are in physical possession of the returned products. HEB cannot be held liable for the loss or damage of products during a customer’s return shipping.

1. Non-Returnable Items

Please note we do not offer returns on the following:

• Opened e-bikes or scooters with an odometer reading above 10 kilometers. (As a retail shop, we do not operate as a rental service).
• Products that have been involved in accidents, abused, neglected, tampered with, or feature non-OEM modifications.
• Any items that were financed.
• Showroom floor models, clearance items, and “Final Sale” items.
• Helmets and wearable safety gear.
• Electrical components, wiring harnesses, and standalone replacement batteries.

2. Restocking Fees & Additional Charges

Because HEB heavily subsidizes the initial outbound LTL freight to deliver e-bikes across Canada, standard returns carry significant logistical costs.

• All eligible e-bike returns are subject to a 15% restocking fee for items that have been unboxed or assembled. This covers the initial subsidized freight, administrative processing, and mechanical inspection.
• Depending on the condition of the product upon receipt, additional service charges may be withheld from the total refund amount to cover potential repairs, missing keys, missing chargers, or part replacements.
• If a delivery is refused at the door or missed by the customer after multiple carrier attempts, you will be refunded the purchase price minus the original shipping cost, the return shipping cost, and a 20% restocking fee.

3. Return Shipping & Mandatory Original Packaging

You, the customer, are solely responsible for organizing and paying for return LTL freight and handling charges.

Mandatory Packaging: To process a return, an e-bike must be repackaged in its original manufacturer carton with all original structural inserts, protective foam, and hardware included. E-bikes placed in generic boxes or packed without structural inserts will sustain catastrophic transit damage. Any damage incurred during return shipping due to improper packaging is the strict financial responsibility of the customer and will be deducted from the refund.

4. ⚠️ Special Exclusion for Non-Compliant Vehicles (750W+ / Class 3)

Hamilton Electric Bikes provides clear, explicit labeling and point-of-sale disclaimers identifying which vehicle models exceed Ontario’s 500W public road limit. Because these vehicles are designated for off-road or private property use at the exact moment of purchase, changes in local municipal enforcement, roadside police warnings, or a customer’s subsequent realization of provincial highway traffic restrictions do not constitute grounds for a return, cancellation, or refund.

Once a 750W+ or Class 3 vehicle has been unboxed, assembled, or ridden, it is completely ineligible for return or exchange under our Consumer Protection Act compliance framework, unless a physical manufacturing material defect is present.

5. Order Cancellations & The 3% Processor Fee

Online orders are typically processed and added to our shipping queue within 48 hours. You can cancel your order free of charge until it ships, less a standard administration fee.

What is the 3% Payment Processor Fee?
Payment processing fees are the fees that we must pay our gateway the moment we accept a credit card payment. This is a non-refundable fee that HEB absorbs on your behalf when a purchase is completed. However, because the gateway does not refund this fee to us when an order is cancelled, this 3% charge is passed along and withheld from your total refund amount on unshipped cancellations. Unshipped orders can be revised for a different product without penalty.

Note: Due to increased fraudulent online activity, we reserve the right to cancel any online transaction. Common reasons include non-matching shipping and billing addresses. If a transaction is flagged and cancelled by our fraud detection software, alternative payment methods will be offered, and the 3% cancellation fee will not apply.

6. Defects & Shipping Damages

• Defects: Confirmed defective parts are subject to each partner brand’s warranty policy. If you believe a product purchased within the last 10 days is defective, it may be eligible for a manufacturing inspection by HEB. We reserve the right to determine the difference between defects, user damage, abuse, and normal wear-and-tear.
• Shipping Damages: If there is significant visible damage to the shipping box or skid, you have the right to refuse the package from the carrier. If you accept it, you must indicate the damage on the delivery slip before it is signed.

7. How to Initiate a Return or Report a Defect

To initiate a return of any kind, or to report a defective/damaged product, you must contact our support team within 48 hours of delivery to obtain approval prior to shipping the item back.

• Email: info@hamiltonelectricbikes.ca (Please include a detailed description alongside supporting photographs/videos of the box and bike)
• Phone: 905-545-2424

Return Address:
Hamilton Electric Bikes
1931 King St East
Hamilton, Ontario L8K 1V9
Canada