Returns, Refunds and Restocking Fees. 

Gosen believes in the quality of its products and wants you to shop with confidence.  Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories and ebikes sold by Gosen.

Returns of New and Unused Items Within 14 Days of Receipt. We allow you to return any item in new and unused condition within 14 days of receipt for a full refund with no restocking fee, less shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally. For all returns, we only accept items in new and unused condition. Otherwise, you will need to pay a restocking fee in the amount of thirty percent (30%) of the purchase price.

Returns of Used Items. Any items returned in a used condition may be returned within 30 days of purchase subject to the return shipping charges and a restocking fee in the amount of seventy percent (70%) of the purchase price. Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer.

Returns of New and Unused Items Outside the 14-Day Window. If you wish to make a return outside of the 14-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee in the amount of thirty percent (30%) of the purchase price.  

Return Shipping Costs.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return.

Returns Mechanics, COD and Timing.

Please contact a member of our customer support team. We will notify you at the email address on file when we process your return. No return material authorizations or permission numbers are required to make a return. Most refunds show up to your payment card or payment account within 72 hours of processing (or on your next paper statement).  Gosen does not accept shipments sent cash on delivery (COD).

Refused Shipments – Flat Fee.

If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $120 to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $120.

For returns agreed by Gosen, please do not ship them by yourself before receiving the notification and shipping label provided by Gosen. Please do send us a notification with the tracking number after shipping any items for return. Once we received the item, we will either replace the item or give you a refund. This will be issued in 2 days.

For ebike that has been delivered for more than 14 days or used for more than 10 miles, if there is any problem, we do not accept returns anymore, only repairs and replacements are allowed.

If non-returnable items are returned without authorization from our customer service team, they will be returned to the customer immediately and the customer will be notified. Restocking fees may apply to unauthorized returns.

Cancellations

Cancellation of Orders. You may cancel an order by contacting us via email or telephone. Cancellation is not confirmed until you receive a response from our customer support team. 

Due to the speed at which we process orders (as quickly as possible) we will attempt but cannot guarantee that we will be able to cancel an order you placed on the Sites. After you have placed an order, we cannot change it, including for size or color reasons.  Please make your selections carefully and reach out to our team for guidance to ensure you are choosing the right item.

Orders which have already been shipped (you have received a tracking number) cannot be changed or cancelled. Please see our Return Policy top for return terms and instructions to send an order back for a refund, if desired. 

Card Processing Fee.

If you ask us to cancel an order after we have captured funds from your credit/debit card, (or after we've captured funds from your PayPal account or have financed your purchased through Klarna) 2.5% will be withheld from your refund to cover the cost of merchant card processing, which we do not recover when issuing a refund for a cancelled order. 

Contact Us

If you have questions about this Agreement, or if you have technical questions about the operation of our Services, please contact us:

By email: support@gosenebike.com

Via our website: https://gosenbike.ca/pages/contact