Refund policy

This Return & Refund Policy applies to products purchased directly from coastaebike.com. It explains when a return may be requested, how returns are reviewed, and how refunds are processed.

1.1 Return request period

A return request must be submitted within 14 calendar days after the carrier records the order as delivered.

A return is not approved until COASTA issues written return authorization and return instructions. Products sent back without authorization, sent to the wrong address, or shipped cash-on-delivery may be refused.

To request a return, email support@coastaebike.com and include:

· Order number

· Purchaser’s name and email address

· Product model

· Reason for the return

· Current odometer reading, if applicable

· Clear photographs of the complete product

· Photographs or video showing any damage, defect, or concern

1.2 Eligible returns

Unless the product is defective, damaged in transit, or incorrect, it must be returned in a condition suitable for inspection and resale.

The product must:

· Be returned by the original purchaser

· Include the original charger, keys, tools, manuals, accessories, and supplied parts

· Include the original packaging and protective materials

· Be free from unauthorized modifications

· Be free from collision damage, water damage, excessive wear, heavy dirt, odors, or missing parts

· Be packaged safely for return transportation

Reasonable assembly and inspection do not automatically make a product ineligible. However, use beyond what is reasonably necessary to inspect and test the product may reduce the refund.

COASTA may decline a return, or make a reasonable and documented deduction from the refund, if the returned product is damaged, incomplete, excessively used, improperly packaged, or materially reduced in value while in the customer’s possession.

1.3 Non-defective returns

For a return that is not caused by a confirmed defect, shipping damage, or COASTA fulfillment error:

· The customer is responsible for return shipping

· Original outbound shipping charges, expedited shipping charges, and optional shipping services are non-refundable

· The return must be shipped using a trackable service suitable for a high-value electric bicycle

· The customer bears the risk of loss or damage until the return is delivered to the authorized warehouse

COASTA does not charge an automatic percentage-based restocking fee.COASTA may deduct reasonable, documented costs required to restore a returned item to a complete and safely resalable condition, including replacement of missing items, repair of customer-caused damage, or necessary repackaging.

Any proposed deduction will be explained before the refund is finalized.

1.4 Damaged, defective, or incorrect orders

Inspect the shipment promptly after delivery.

If the carton or product appears damaged, or if the wrong product or an incomplete order was delivered, contact support@coastaebike.com as soon as possible. Shipping damage should preferably be reported within 7 calendar days so that COASTA can preserve carrier evidence and investigate the claim. This reporting period does not limit rights that cannot legally be waived.

Please retain the carton and packing materials and provide:

· Photographs of all sides of the carton

· Photograph of the shipping label

· Photographs of the complete product

· Close-up photographs or video of the issue

· A list of missing or incorrect items

After review, COASTA may provide troubleshooting, replacement parts, repair support, replacement of the affected item, or a refund. The appropriate remedy depends on the nature of the issue, product condition, availability, and applicable law.

For an approved return caused by a confirmed defect, shipping damage, or COASTA fulfillment error, COASTA will provide return instructions and cover the authorized return shipping cost.

1.5 Order cancellation and address changes

An order may be cancelled without a return charge if the cancellation is accepted before the order enters fulfillment.

Once an order has been processed, assigned to a carrier, or shipped, cancellation may no longer be possible. The customer must then follow the return process in this policy.

Address changes are not guaranteed after an order is placed. Additional carrier fees caused by an incorrect or incomplete address, an unauthorized refusal, failed delivery, or customer-requested redirection may be deducted from the refund where permitted by law.

1.6 Refused and undeliverable shipments

Do not refuse delivery unless COASTA has instructed you to do so in writing.

If a shipment is refused or returned as undeliverable for reasons not caused by COASTA, the customer may be responsible for the carrier’s return freight, storage fees, redelivery fees, and other documented charges.

1.7 Exchanges

COASTA does not guarantee direct exchanges.

Where an exchange is approved, COASTA may require the original product to be returned and refunded before a replacement order is placed. Price differences, tax, shipping, and financing adjustments are handled separately.

1.8 Items not eligible for a discretionary return

The following are not eligible for a non-defective return after installation or use:

· Batteries purchased separately

· Controllers, displays, motors, wiring harnesses, and other electrical parts

· Consumable or wear items

· Personalized or custom-configured items

· Gift cards

· Products purchased from an unauthorized seller

· Products with removed or altered serial numbers

· Products damaged by accident, misuse, improper assembly, unauthorized modification, or improper storage

This exclusion does not apply where the item is defective, incorrect, or otherwise protected by mandatory law.

1.9 Return address

Do not send a return to the address printed on the original shipping label unless COASTA specifically authorizes that address.

After approval, COASTA will provide:

· Return authorization reference

· Correct return warehouse address

· Packaging instructions

· Required carrier or shipping method, if applicable

· Documents that must be included in the shipment

A return sent to an unauthorized address may be refused or delayed.

1.10 Inspection and refund

COASTA will inspect the return after delivery to the authorized warehouse.

If the return is approved, COASTA will initiate the refund to the original payment method within 5 business days after inspection. Payment providers and banks may require additional processing time; receipt of funds can take up to 10 business days after the refund is issued.

Refunds are not issued to a different payment method except where required by law or the original method is no longer available and the payment provider authorizes an alternative.

The refund may be reduced by:

· Non-refundable original shipping or expedited service

· Customer-responsible return freight

· Missing parts or accessories

· Customer-caused damage

· Documented repackaging or restoration costs

· Other deductions permitted by this policy and applicable law

1.11 Promotional purchases

A product purchased at a promotional price is not automatically excluded from return.

If a promotional bundle, free gift, rebate, or discount depended on the purchase being retained, the value of missing promotional items or the resulting change in discount may be deducted from the refund.

1.12 Refund delays

If COASTA has confirmed that a refund was issued but it has not appeared:

1. Review the original payment account

2. Contact the card issuer, bank, or payment provider

3. Contact **support@coastaebike.com** with the order number

1.13 Fraud and policy abuse

COASTA may refuse a request where there is reasonable evidence of fraud, serial-number alteration, item substitution, false damage claims, repeated policy abuse, or a returned product that does not match the original order.

This provision does not limit a customer’s lawful payment dispute or consumer protection rights.

1.14 Contact

COASTA Customer Support  

Email: support@coastaebike.com

+1 3144768742