Your satisfaction is our priority at Cellra E-Bikes. We stand behind the quality of our electric bikes and accessories. If your order isn't quite right, we offer a straightforward return process for unused, unopened items within 15 days of delivery — just make sure everything is in its original condition and packaging, with all included components and materials.
Refunds
Approved refunds are processed within 14 days of us receiving and completing inspection of your return, minus any applicable shipping, restocking, or assessment fees. Depending on your card provider, the refund may take 2–15 business days to appear in your account once it has been issued.
Return shipping and label costs
You are responsible for all return shipping costs, including the cost of the return label. If we provide a return label for convenience, its cost is deducted from your refund. If you arrange your own return shipping, you are responsible for shipping the item safely and with tracking — we are not responsible for items lost or damaged in return transit.
Restocking fees
All eligible returns are subject to a 15% restocking fee, plus any applicable shipping charges.
Return inspection
Once we receive your return, we may inspect the item for up to 5 business days to verify its condition and usage and that all items from the order have been returned. The 14-day refund window begins only after inspection is complete. During inspection we document the condition of all returned items, including photos and usage readings where applicable.
Condition and usage assessment
All returned items must be unused, in original condition, and include everything from the order. If, on inspection, an item has been used, ridden, damaged, or returned in a condition inconsistent with its original state, additional fees may be deducted from your refund to account for depreciation, usage, or repairs. We reserve the right to adjust the refund amount based on inspection findings, and to deny the return entirely if the item does not meet our eligibility requirements.
Return authorization and acknowledgment
By using a return label we provide, you agree to return all items from your order — all items must be returned for us to process your refund. You also confirm that you have read, understood, and agree to our return, refund, and related policies.
Misrepresentation
Returns found to misrepresent the condition, usage, or contents of the returned item may be subject to additional assessment fees, a partial refund, or denial of the return, at our sole discretion.
Defective items
If you receive a factory-defective product, we will help arrange a refund or warranty repair within 14 days of delivery. Warranty support may include replacement parts, remote diagnostics, or coordination with the manufacturer. To qualify as defective, the item must:
- Have under 10 km of total use;
- Fail to power on or off;
- Be unable to charge;
- Display an error code on the screen; or
- Have non-functioning electric components.
Items that do not meet these criteria must be directed to the manufacturer for warranty assistance.
Final sale items
The following items are non-returnable:
- Discontinued or clearance items;
- Products purchased under a rebate or promotional program;
- Factory-refurbished items;
- Custom or special orders (for example, a specific model, colour, or size) — these require a non-refundable $100 deposit.
Order cancellations
- Within 24 hours: orders can be cancelled at no additional cost.
- After 24 hours: a customer-initiated cancellation is subject to a 3% transaction fee to cover non-refundable payment-processing costs, and we cannot guarantee cancellation before the item ships.
The 3% fee does not apply if we must cancel your order due to inventory availability or other internal reasons.
How to start a return
Email support@cellra.ca with your order number and the reason for your return. If your return is eligible, we will send you the next steps and a return authorization.