Playa eBikes® Return Policy

Purpose

This Return Policy outlines the terms and conditions under which Playa eBikes® will accept a return of a purchased eBike. It is intended to protect both the customer and the company and ensure clarity, fairness, and compliance with consumer standards.

Return Eligibility

• Unopened Box Only: Returns are only accepted for eBikes that are in their original, unopened box. The box must be sealed and unaltered, with all manufacturer tape and packaging intact.
• Indoor Storage Required: To be eligible for return, the eBike must have been stored indoors in a climate-controlled environment. Boxes that show signs of water damage, mold, warping, excessive dust, or sun exposure will be disqualified from return consideration.
• Return Window: Return requests must be initiated within 7 calendar days from the date of purchase or delivery (whichever is later).

Ineligible for Return

• eBikes that have been assembled, used, partially unboxed, or modified
• eBikes that have been stored outdoors, in garages, sheds, or exposed to heat, cold, humidity, or moisture
• Customized, special-order, or pre-assembled units
• eBikes with missing components (e.g., battery, charger, keys, paperwork, or original packaging)

Partial Refunds (Discretionary)

In rare cases, Playa eBikes® may accept a return on an opened or improperly stored unit. This is at the sole discretion of the company and may be subject to significant deductions, including:

• Restocking fee of up to 25% based on item condition
• Deduction for visible wear: scuffs, dirty tires, or signs of assembly/use
• Deduction for missing accessories or incomplete packaging

Photos must be submitted in advance. All decisions are final once the unit is inspected at our facility.

Return Process

1. Step 1: Request Authorization
   Email us at [Your Customer Support Email] or call [Your Customer Support Phone Number] with:
   • Order number and date of purchase
   • Reason for return
   • Photos of the unopened box (all sides)
   • Storage location description
2. Step 2: Approval and Instructions
   If approved, we will provide a Return Authorization Number (RAN) and return shipping instructions.
3. Step 3: Shipping
   Customers are responsible for properly packaging and shipping the eBike. We recommend purchasing insurance and using a traceable shipping method.

Return Shipping Terms

• Customer-Paid Shipping: Return shipping costs are the responsibility of the customer unless the return is due to a verified defect or fulfillment error.
• Return Deadline: The unit must be shipped within 5 business days of receiving your Return Authorization Number.

Inspection & Refund

• Inspection: Upon receipt, our team will inspect the eBike and all packaging components.
• Refund Timeline: If approved, a refund will be issued to the original payment method within 5–10 business days.
• Refund Deductions: Refunds may be reduced based on any signs of damage, missing parts, or improper storage as outlined above.

Non-Returnable Items

• Customized Orders: Any eBike that has been modified, upgraded, or customized is final sale.
• Pre-Assembled eBikes: If your bike was assembled by Playa eBikes® prior to pickup or delivery, it is not eligible for return.
• Battery Packs and Opened Electronics: For safety reasons, opened battery packs or accessories with broken safety seals are non-returnable.

Return Request Form

Please include this form when initiating your return:

Name: ______________________________
Date of Purchase: ______________________________
Reason for Return: ______________________________
Link to Photos: ______________________________
Best Contact Method: ______________________________
Storage Conditions (Indoor/Outdoor): ______________________________
Notes: ______________________________

Policy Compliance & Updates

This policy complies with local, state, and federal consumer guidelines and is reviewed regularly. Playa eBikes® reserves the right to deny returns that do not meet these requirements, and all decisions by management are final.

Acknowledgment

By signing below, the customer acknowledges that they have read, understood, and accepted the full terms of this Return Policy. The customer agrees that refunds are conditional upon inspection and may be reduced or denied based on the above criteria.

Customer Signature: ____________________________ Date: ____________

Company Representative: ____________________________ Date: ____________