Refund policy
Refund and return policy
30-day returns
You can return an unused bike or accessory within 30 days of delivery for a refund. โUnusedโ means not ridden, not registered, with the battery uncharged beyond the delivery state, in the original crate and packaging with all included parts, tools and manuals.
- Email support@gervanzo.us.com with your order number. We send a return authorization and freight instructions. Do not ship anything back without one.
- Re-crate the bike as it arrived. The carrier collects it curbside.
- After inspection we refund the purchase price to the original payment method within 10 business days. For change-of-mind returns the return freight cost is deducted from the refund. We tell you the exact amount before you ship.
Arrives-Working Guarantee
If your bike does not power up or is damaged on arrival, tell us within 14 days of delivery with photos or a short video. We ship the replacement parts, or a replacement bike if parts cannot fix it, and we pay the freight both ways. Defective or transit-damaged orders are never charged return freight.
Manufacturer warranty
Bikes carry the manufacturerโs parts warranty: 6 months, parts replacement. Wear items (tires, brake pads, chains, sprockets, clutch plates, fluids) are not covered. Neither is damage from crashes, racing, water ingress from pressure washing, modifications or improper storage. Warranty claims go through us: email the serial number, photos and a description of the fault.
Not returnable
- Bikes that have been ridden, registered or modified.
- Orders returned without a return authorization.
- Gift cards.
Cancellations
Orders can be cancelled free of charge until they are dispatched. Email us as soon as possible. Once the freight carrier has collected the crate, the order is treated as a return.
Questions: support@gervanzo.us.com