Cancelations or Order Changes
Cancellation of Orders. You may cancel an order by contacting us via email or telephone, per the “Contact Us” section below. 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 12 hours. 12 hours 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 Returns Policy below for return terms and instructions to send an order back for a refund, if desired.
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 Shop Pay) 4.5% 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.
If you cancel after your order has been sent you are responsible for the return shipping fee. In addition, the original shipping fee we incurred to send the item to you will not be refunded (even when ‘free’ shipping is advertised). A standard 4.5% credit card fee will be deducted from the refund for credit processing fees.
Please do not send your purchase back to the manufacturer. Send us an email stating your concern and attach a picture of the item(s) showing the size tag and its original packaging within 14 days upon receipt of the order to get a replacement or refund.
Returns, Refunds and Restocking Fees. BackToModern 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 e-bikes sold by BackToModern.
- Returns of New and Unused Items Within 14 Days of delivery. 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 and only a 5% credit card transaction fee. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. Miles must be limited to under (20) miles on the odometer.
- Returns of New and Unused Items Outside the 14-30 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 ten percent (20%) of the purchase price for orders up to 30 days after delivery.
- 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 fifty percent (50%) of the purchase price. Items must be free of any damage. Electric bikes must have less than (100) miles on the odometer.
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.
No Bike Shop Returns. Please note that each of our partner bike shops sets its own return and exchange policies and procedures. We do not accept returns of items purchased from bike shops. Please contact the place of purchase to discuss their return policy.
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 $75 per e-bike 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 $75.
Battery Returns. Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.
Here at BACK TO MODERN we understand it is hard to trust a product which sounds too good to be true. That's why we're proud to offer our 30 day money-back guarantee on some items! Look for the 30-Day Stamp on the product page if you item qualifies. We what this to be as easy a possible for you so all you have to do is contact us at firstname.lastname@example.org and we will get back to within 24 hours on how to process your return.
For defective or damaged items we want this to be easy and smooth. We will replace all defective units with a new item up to 10 days after delivery or the manufactures warranty if applicable.
To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. You must ship the unit back to our Return Center. We do not provide return labels and any shipping cost is the customers responsibility. In addition, the original shipping fee we be incurred to send the item to you will not be refunded (even when ‘free’ shipping is advertised).
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery