Return & Refund Policy

Thank you for your purchase! We want to ensure your complete satisfaction with our products. Please read our policies carefully.

Order Cancellation

  • Time Limit: Orders can only be changed within 2 hours of placement
  • Process: Please verify your shipping address, phone number, and order details immediately after placing your order
  • Late Changes: Once your order enters our distribution center's processing queue, we cannot make changes
  • Mistakes: If you discover an error with your purchase, contact our customer service team immediately

Shipping Information

Carriers: All orders ship via FedEx or UPS
Tracking: You'll receive an email with tracking information once your order ships
Processing: All orders are processed within 2 hours
Schedule: Orders are not shipped or delivered on weekends or holidays
Refused Deliveries: A refused delivery or buyer-canceled order will incur a €100 fee per e-bike

Returns Within 15 Days

To qualify for a full refund with no restocking fee:

  1. Contact XBEN within 15 calendar days of receiving your bike
  2. The bike must be undamaged and free of wear, tear, dirt, dust, and odors
  3. The odometer must show less than 10 miles
  4. Return the bike in its original packaging with all included items (battery, charger, keys, tools, etc.)
  5. Obtain authorization from XBEN to receive a prepaid return shipping label
  6. Any warranty issues must be resolved before processing a return

Refund Timeline: 5-10 business days to your original payment method after our RMA department receives and inspects the bike

Starting a Return

  • Contact us at support@xben-ev.com
  • Wait for our approval and return shipping label before sending anything back
  • Items returned without prior authorization will not be accepted
  • XBEN is not responsible for shipping costs of unauthorized returns, which may incur up to a 20% restocking/handling fee

Returns After 15 Days

  • Returns are not permitted after 15 days from the delivery date

Return Procedures

  • Contact our customer service team for assistance
  • A Return Material Authorization (RMA) number is required for all returns
  • We do not accept Cash On Delivery (COD) payments
  • Refunds typically appear on your original payment method within 5 days of processing

Shipping and Handling Fee for Non-Quality Issue Return

Product Type Fee
E-Bike €200/pc for a return
E-Motorcycle €250/pc for a return
Front and Rear Basket, Front Rack, and other accessories listed on our website €60/pc for a return
E-bike Batteries €80/pc for a return
  • We recommend using a trackable shipping service or purchasing shipping insurance
  • We cannot guarantee receipt of untracked returned items

  • No returns on electric scooters

Exchange for New Model (Only for Non-quality Products)

This option is only available for unworn, unopened packages, unused products, and e-bikes with less than ten (10) miles on the odometer.

Exchange Timeframe Fee
Within 15 days - Same model but different color €150/pc for the return
Within 15 days - Different model €150/pc for the return and must pay the corresponding price difference
Over 15 days Not allowed for an exchange

Fee Waiver: If you return the original model to our warehouse in person and pick up the new model from our warehouse in person, we will waive the above fees.

Non-Returnable Items

The following items cannot be returned:

  1. Products from unauthorized resellers (each distributor, partner bike shop, or dealer has its own return policies)
  2. Items damaged by the customer
  3. Special orders
  4. Gift cards
  5. Giveaways or free items

For questions or concerns, please contact our customer service team at support@xben-ev.com.