1. Overview

Ecolymp works with multiple e-bike, e-scooter and accessory brands. Return eligibility, warranty handling and replacement parts support may vary depending on the product brand, model, issue type, usage condition and applicable law.

This Return & Refund Policy applies to eligible purchases made directly from Ecolymp. Brand-specific warranty and after-sales terms may provide additional rules for diagnosis, replacement parts, repair support or return handling.

Nothing in this policy limits your statutory consumer rights under applicable EU or national consumer law.

2. Change-of-Mind Returns / Right of Withdrawal

For eligible online purchases, customers may request a change-of-mind return within 14 days after receiving the product. To request a return, please contact Ecolymp Support by email and provide your order number and product details.

Returned products must be unused, complete, undamaged and returned with all original packaging, accessories, manuals, labels, chargers, keys, tools and any included parts.

The product must be in a condition suitable for resale. If the product has been used beyond what is necessary to inspect it, is damaged, has missing accessories, is incomplete, or is not returned in suitable packaging, a reasonable deduction may be applied to the refund.

For change-of-mind returns, the customer is generally responsible for return shipping costs unless otherwise required by applicable law or confirmed by Ecolymp in writing.

3. Damaged, Defective, Missing or Incorrect Items on Arrival

Please inspect your package and product immediately upon delivery. If the outer packaging is visibly damaged, we recommend taking photos before opening it and keeping all packaging materials.

If the product arrives damaged, defective, missing parts, or incorrect, please contact us as soon as possible with the following information:

• Order number
• Product model and color
• Shipping tracking number
• Clear photos or videos of the package and product
• Description of the issue
• Photos of labels, serial numbers or product codes if available

For most products, damage or malfunction on arrival should be reported within 7 days after delivery. Some brand policies may allow a different reporting period for shipping damage. Please contact us as early as possible so we can verify the case and coordinate a suitable solution.

After verification, Ecolymp may provide replacement parts, repair support, compensation, replacement, return, or refund depending on the product condition, issue type and applicable policy.

4. Returns Due to Quality Issues

If your product develops a suspected quality issue, please contact Ecolymp Support before attempting repairs or returning the product. We will help diagnose the issue and coordinate the next step according to the applicable warranty and after-sales policy.

Depending on the issue, the solution may include troubleshooting guidance, replacement parts, repair support, compensation, replacement, return, or refund.

Most warranty or quality-related cases require supporting evidence before approval. For issues involving battery, motor, controller, charger, frame, display or other key components, customers may be asked to provide serial numbers, labels, motor codes, battery codes, charger codes, photos or videos.

If replacement parts or compensation have already been accepted as a solution, this may affect further return eligibility depending on the case, brand policy and applicable law.

5. Non-Returnable or Restricted Return Cases

Returns may be refused, delayed, or subject to deductions in the following cases:

• The product was returned without prior approval or RMA confirmation.
• The product is used, damaged, incomplete, modified, or not in resalable condition.
• Original packaging, manuals, chargers, keys, tools, labels or accessories are missing.
• The issue was caused by misuse, accident, improper storage, improper maintenance or unauthorized modification.
• The issue was caused by water damage, immersion, prolonged use in heavy rain, overloading or use outside the product’s intended purpose.
• The product was repaired or modified without authorization.
• The product was returned using an unapproved logistics method and the warehouse cannot identify or accept the return.
• Accessories or parts purchased separately may be non-returnable unless they arrive damaged, defective or incorrect.
• Wear-and-tear parts such as tires, brake pads, inner tubes, chains, grips, cables and similar consumables are generally not returnable after use.

6. Return / RMA Process

Please follow the process below before sending any product back:

1. Contact Ecolymp Support. Email us with your order number, product model, issue description, photos or videos, tracking number and any relevant serial number or label.
2. Case review. Our support team will review the information and may request additional evidence for verification.
3. Return approval. If a return is approved, we will provide RMA instructions and confirm the correct return method.
4. Prepare the package. Pack the product securely with all original accessories, manuals, charger, keys, tools and packaging where required.
5. Send tracking information. If you arrange shipping yourself after approval, you must provide the valid return tracking number to Ecolymp Support.
6. Inspection and resolution. After the returned item arrives, it will be inspected. Refunds, repairs, replacements or other solutions will be processed according to the inspection result and applicable policy.

7. Refunds

Once your return is received and inspected, we will notify you of the result. If the return is approved, the refund will be processed to the original payment method unless otherwise agreed.

Refund processing time may vary depending on the payment provider or bank. If the product is incomplete, damaged, used, missing parts or not in resalable condition, a reasonable deduction may be applied where permitted by applicable law.

Shipping fees, return shipping fees, handling fees or other related costs may be deducted where the return is caused by change of mind, incorrect address, failed delivery, refusal of delivery, customer error, or other non-quality reasons, unless otherwise required by applicable law.

8. Return Shipping Costs

Return shipping responsibility depends on the reason for return:

9. Contact Support

For return, refund or after-sales support, please contact us before sending anything back.