At Sierra e-Life we are passionate about our customers and confident in the quality of our products. We are focused on meeting your expectations and needs. If you are not satisfied with your purchase, we are here to help. As you are our number one priority, please contact Sierra e-Life at (800)897-1195 or email us at Info@sierraelife.com with any questions you may have. We will respond to your inquiry during the business hours of 9 am to 5 pm, Monday through Friday, Eastern Standard time.
Distributor or Dealership
If you purchased from a distributor or dealership, please contact them directly as they have their own return policy.
This policy below is only for products purchased from lifeelectricvehicles.com.
30-DAY TRY-AT-HOME PROGRAM
You have 30 days to return an electric bicycle from the date you received it.
If you choose to return the bicycle, we will inspect it for damage. If there is none, you will receive a full refund and you only pay the return shipping.
To be eligible for a full refund; your item must be in the original condition that you received it. Your item must be returned in the original packaging and accompanied by all the original parts, including but not limited to, the battery, motor, documents, keys, accessories and/or tools that came with the product.
Products that exhibit signs of wear and tear or cosmetic damage may be subject to a restocking fee when the product is received and inspected.
WITHIN 30 DAYS OF PURCHASE
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. When your return is finalized, we will initiate a refund to your original method of payment. On average, you will receive the credit within a few days, depending on your card issuer's policies.
Custom models are subject to a $250 restocking fee.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. When shipping items to Sierra e-Life, we highly recommend using a service that offers package tracking. While not required, we also recommend adding insurance to the shipment in order to limit your liability in the event your package is lost, stolen or damaged. Sierra e-Life is not responsible for return shipments. We can only offer refunds for products we receive. If an return item incurs shipping damage, we reserve the right to deduct the cost of repair from the refund. Shipping insurance would be useful to recover those costs. If you refuse delivery or cancel an order that has already been shipped, a $150 fee will be deducted from a requested refund. Refunds will be processed only after we have received the returned order.
INITIATING A RETURN:
Contact Sierra e-Life to initiate a return. Please provide the order number and/or proof of purchase. Once we approve your request, we will issue a return authorization number.
Approved returns must be shipped to:
Sierra e-Life Returns
460 Hillsboro Technology Drive
Deerfield Beach, FL 33441
We will gladly accept exchanges within 30 days of receiving a product. Exchanged products have a return window of 5 days from delivery date. Return shipping cost is paid by the customer. Outgoing shipping cost for the new exchange will be covered by Sierra e-Life.
FOR FASTEST DELIVERY we recommend placing a new order online. Your new product will ship right away. When the unwanted item is received, we will issue a refund for the original order.
TRADITIONAL EXCHANGE option is also available. With this method, we will wait to receive the unwanted item, and ship the replacement choice right away. This method is slower, but can be used when there is no availability of funds.
REFUSED DELIVERY OR INCORRECT ADDRESS:
We ship orders to the exact address provided by customers at checkout. Please note: Bicycles can only be delivered to a physical address and not P.O. BOX addresses.
If you place an order and need to make changes prior to shipping, please contact us. Once an order is shipped, we cannot change, modify, or cancel the order. Additionally, we cannot change or modify the shipment destination.
If you refuse delivery on an order you asked us to ship, we reserve the right to charge a flat $100 fee to recover some shipping costs.
If an error is made by Sierra e-Life and not the customer, we will resolve the issue completely at our cost.