Returns & Exchanges

We want you to love your ride — but if something’s not quite right, we’re here to help. Please review the conditions below to make sure your return or exchange goes smoothly.

Return Authorization

All returns must be authorized first.
To start a return, email us at support@neobike.ca with your order number and clear photos or videos of the item. Our team will review your request within 3 business days.

Returns sent without prior approval will not be accepted.

Return Window

You can return your item within 15 days of receiving it.

Item Condition

To qualify for a return or exchange, items must be:

  • Unused, unassembled, and in original condition

  • Returned with all original packaging, tags, and included accessories (charger, manual, keys, lock, pump, etc.)

  • Accompanied by a valid proof of purchase

Shipping Instructions

  • Use a trackable shipping method when sending your return.

  • We are not responsible for unauthorized returns or shipping costs for returns without prior approval.

  • If you refuse a delivery, the return shipping cost will be deducted from your refund.

Items That Cannot Be Returned

  • Sale or discounted items

  • Used or assembled products

  • Items damaged due to misuse, wear and tear, or improper handling

Return Process Summary

  1. Email us at support@neobike.ca with photos/videos and your order number.

  2. Wait for authorization (within 3 business days).

  3. Ship the item using a tracked and signed delivery method.

  4. Once received, we’ll inspect your return within 3–5 business days.

  5. If approved, we’ll issue a refund or ship a replacement.

Return Costs

  • If the return is due to a mistake on our end (e.g. wrong item, manufacturing defect), we’ll cover the return shipping and issue a full refund.

  • If the return is due to personal preference (e.g. changed your mind), return shipping is the customer’s responsibility. Return costs are non-refundable.

Order Cancellations

  • If your order has not been shipped yet, you can cancel and get a full refund.

  • Once your order has been shipped, it can no longer be canceled.

Please contact us as soon as possible at support@neobike.ca if you need to cancel.

Still have questions? Our customer support team is here to help — just reach out and we’ll guide you through the process.