E-Bike Marketplace

Return & Refund Policy

Clear guidelines for returns, refunds, battery rebuild services, custom battery builds, chargers, and accessories.

At E-Bike Marketplace (EMP), we are committed to transparent service timelines, fair customer treatment, and clear return procedures. Because we specialize in lithium-ion batteries, battery rebuilding, diagnostics, specialty electronics, and custom-built products, return and refund eligibility depends on the product or service purchased and the work already performed.

Quick Summary

1. Standard Product Returns

We accept eligible returns within 15 days of delivery for standard, non-custom merchandise, including qualifying chargers, accessories, and battery parts.

To qualify for a standard return, the product must be:

• Unused and not installed
• In its original packaging when reasonably possible
• In like-new condition
• Complete with all included accessories and components
• Accompanied by proof of purchase

Returns must be requested and approved before the item is shipped back. Products returned without prior authorization may require additional processing.

2. Battery Rebuild & Repair Turnaround

Our current estimated processing and service turnaround for standard battery rebuilds is 8 weeks, beginning after the customer's battery has been physically received and checked into our service facility.

This estimate includes queue scheduling, battery inspection, cell replacement, assembly, electrical testing, and final quality verification, as applicable to the service purchased.

The 8-week estimate is not a guaranteed completion or delivery date. Certain batteries may require additional time because of proprietary battery management systems, unavailable components, unexpected internal damage, specialized repairs, or additional safety testing.

If a service requires additional time, we will work to provide updated information regarding the order and available options.

Important: Shipping transit time to our facility and return shipping transit time are separate from the estimated service turnaround.

For additional information, please review our Shipping Policy.

3. Battery Rebuild Service Cancellations & Refunds

Battery rebuilding is a specialized service that may involve diagnostic labor, disassembly, technical evaluation, component sourcing, reverse engineering, and other work before the battery is completed.

Before work begins: Customers may request cancellation of a rebuild service. We will review the order and any expenses or services already incurred. Any eligible refund will be communicated before the cancellation is finalized.

After work begins: Diagnostic fees, completed labor, special-order components, and other documented work already performed may be non-refundable. Any remaining refundable balance will be evaluated based on the work completed and applicable consumer protection requirements.

Service delays: If a battery rebuild is taking longer than the published estimate, customers may contact EMP for a status update, revised estimate, or cancellation review. A delay does not prevent a customer from requesting a review of available refund options.

If a service cannot be completed, EMP will review the circumstances and offer an appropriate resolution, which may include a refund of the unperformed service, a repair alternative, or return of the original battery when safe and legally permissible.

Original inbound shipping charges and diagnostic services already performed are generally non-refundable unless otherwise required by law or agreed to by EMP.

4. Custom Battery Builds & Special Orders

Custom battery packs, specially configured battery assemblies, and products sourced specifically for a customer's order may not qualify for standard merchandise returns.

Cancellation requests received before production or special-order purchasing begins will be reviewed individually.

Once custom fabrication, assembly, or non-cancelable component purchasing has begun, applicable labor and committed material costs may be deducted from an eligible cancellation refund.

Defective, incorrect, or nonconforming custom products remain eligible for review and appropriate remedies under applicable law and any applicable warranty.

5. Items Not Eligible for Standard Returns

• Completed battery rebuild and repair labor
• Diagnostic services already performed
• Custom battery packs manufactured to customer specifications
• Special-order components purchased specifically for a customer
• Products damaged through misuse, unauthorized modification, or improper installation
• Used or installed electronics that cannot safely be resold as new

These exclusions apply to discretionary returns and do not eliminate rights relating to defective goods, incorrect orders, applicable warranties, or protections provided by law.

6. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

• Provide your order number and a description of the problem.
• Include clear photographs of the product and packaging when available.
• Do not charge, install, or operate a visibly damaged lithium-ion battery.
• Keep the original packaging until the issue has been reviewed.

EMP will evaluate the issue and determine an appropriate remedy, which may include repair, replacement, exchange, or refund depending on the circumstances and applicable law.

Customers should not attempt to ship damaged or unsafe lithium batteries without first receiving appropriate shipping instructions.

7. Restocking Fees & Return Shipping

Approved discretionary merchandise returns may be subject to a 15% restocking fee, where applicable and disclosed.

Restocking fees are not automatically charged for every return. Any applicable deduction will be identified during return processing.

Original shipping charges are generally non-refundable for discretionary returns.

Customers are generally responsible for return shipping costs when returning an item because of preference, incorrect selection, or a change of mind.

If the return results from an EMP fulfillment error or a confirmed defect, EMP will review responsibility for reasonable return shipping costs.

8. Refund Processing

Once an eligible return has been received and inspected, EMP will notify the customer regarding the refund decision.

Approved refunds are generally initiated within 10 business days after inspection and approval.

Refunds are ordinarily issued to the original payment method. Additional processing time may be required by the customer's bank or card provider.

If a refund has been approved but has not appeared after the applicable processing period, please contact us so we can review the transaction.

9. How to Request a Return or Cancellation

To request a return, refund, cancellation, or service review, contact our team using the information below.

• Provide your Shopify order number.
• Include the product or battery model.
• Explain the reason for your request.
• Include supporting photos when relevant.
• Wait for return authorization and shipping instructions before sending an item back.

Please do not send lithium batteries to our facility without authorization, as some batteries require special handling and shipping arrangements.

Need Help With Your Order?

Our team can assist with return requests, battery rebuild status updates, cancellation reviews, and refund questions.

Email:
sales@emp.vegas

Phone:
877-742-8136

Shipping / Service Address:
E-Bike Marketplace
4856 Judson Ave., Suite 155
Las Vegas, NV 89115

This policy applies subject to applicable consumer protection laws and any additional written terms agreed upon for a specific service. EMP may update this policy periodically. Updates will be published on this page and do not retroactively eliminate rights applicable to prior purchases.