Evercross Return and Refund Policy

1. Order cancellation

If you wish to cancel your order, please contact us at support@evercross.eu. before the order has been shipped. Submitting a cancellation request before shipping guarantees notthat the order can indeed be canceled. If the cancellation is successful, you will receive a confirmation email.
Once the order has been shipped, cancellation is no longer possible. Please wait for delivery and contact us within 7 days upon receipt to request a return label. Refusing to accept a shipped order or failing to follow the return procedure may result in the package being lost or rejected by the warehouse, preventing a refund or exchange from being processed.

2. Return

Customers can within 30 days after the date of purchase, submit a return request by contacting us at support@evercross.eu Return requests made more than 30 days after the date of purchase will not approved.

2.1 Damaged packaging

A damaged outer packaging means not necessarilythat the product itself is defective. Since transport is subject to uncertainties, we cannot guarantee the integrity of the packaging. We recommend filing a complaint with the shipping company immediately upon discovering any damage to the packaging.

2.2 In case of non-quality problems

If the return was caused by the consumer (e.g., change of mind, incorrect order, etc.), the consumer will bear the return shipping costs. The amount depends on the shipping service chosen. In addition, the original shipping fee incurred during the initial shipment will be deducted from the refund.

  • For new, unopened and unused Products: The buyer bears the return shipping costs; for each bicycle, an inspection fee of approximately 15 – 50 euros deducted from the refund amount (exact amount depends on the product, bicycles incur higher costs).
  • For used Products: The buyer bears the return shipping costs, the inspection fee will also be deducted; if the product shows signs of use (e.g. heavy wear that affects the resale value), a usage fee of 10% – 20% calculated.
  • The returned product must be in the same packaging and in the same condition in which you received it. All original parts (e.g., charger, pedals, bell, front/rear reflectors, front light, tools, air pump, lock, user manual, etc.) must be included.

If the return is due to an error on our part (e.g., incorrect or damaged product), we will cover the return shipping costs.

2.3 In case of quality problems

2.3.1 Within 30 days

If after successful payment within 30 days a quality problem occurs, you are entitled to a full refund, without return shipping or inspection fees. Alternatively, you can choose the Exchange for another Evercross model decide, also without return costs.
To process your refund quickly, please send photos/videos as proof of the problem. The refund will be processed within 3 working days paid out after receipt and inspection of the return.
Note: Evercross thoroughly investigates every quality issue. If no quality defect is found and the damage was caused intentionally or through improper use, return shipping costs will still be charged.

2.3.2 After 30 days

After 30 days, we offer appropriate service in accordance with our warranty conditions.
Note: Minor cosmetic defects that do not affect driving safety (e.g., peeling stickers, minor paint scratches) can be compensated with a partial refund or replacement parts. If the product is not returned, our team will determine the appropriate refund amount on a case-by-case basis.

3. Authorization

Customers must obtain authorization from Evercross before returning an item. We recommend returning the product in its original packaging. If this is no longer available, please use secure packaging to avoid damage in transit. Evercross assumes no liability for damage caused by inadequate packaging.

4. Return address

Evercross has several warehouses within the EU. Please contact our customer service to find the most convenient return address for you.

5. Non-returnable / non-refundable items

Certain items can only be returned or refunded in exceptional circumstances (e.g., damage or defects covered by the warranty). These returns require prior authorization from our company.
Non-refundable items include (but are not limited to):

  • Products purchased from unauthorized dealers or private individuals
  • Products damaged due to human fault
  • gift cards
  • Insurance
  • Non-physical products

6. General return process

6.1 Request a return

Send an email to support@evercross.eu with relevant photos/videos and your order number. Our customer service team will review your request within 3 working days.

6.2 Returning items

Once your return is accepted, we'll provide you with the return address and shipping instructions. Please use a shipping method with tracking and a signature to avoid loss. Package the product carefully to prevent damage.

6.3 Refund or exchange

After receiving your return, the item will be inspected within 2 to 14 days. We will then process the exchange or refund. Refunds will be credited within 1 to 5 business days after the inspection is complete. You will receive a notification email once your refund or exchange has been processed.

7. Scope

This return policy applies only to products purchased directly from the official Evercross website (evercross.eu). Products purchased through other sales channels (e.g., Amazon, brick-and-mortar retailers, etc.) are subject to the respective return and refund policies of those channels.

Thank you for choosing Evercross. We strive to provide you with a pleasant shopping experience. If you have any questions or need assistance with a return, please contact our customer service team.