Refund policy

At ECORUSH, we want you to be satisfied with your purchase. This policy explains our return and refund procedures.

Nothing in this policy limits or excludes any mandatory consumer rights that apply under applicable law.

1. Statutory Consumer Rights

Customers in the European Union generally have a 14-day statutory right of withdrawal for eligible online purchases, subject to applicable legal exceptions.

Customers in the United Kingdom generally have a 14-day cancellation period for eligible online purchases.

The applicable period generally begins when the customer receives the goods. To exercise a statutory withdrawal or cancellation right, please contact support@ecorush.eu within the applicable period.

Customers are generally responsible for the direct cost of returning goods when exercising a statutory withdrawal or cancellation right, unless applicable law requires otherwise. Where permitted by law, customers may also be responsible for diminished value resulting from handling the product beyond what is reasonably necessary to inspect it.

2. 30-Day Voluntary Return Policy

In addition to statutory consumer rights, ECORUSH offers a 30-day voluntary return policy.

You may request a return within 30 days of receiving your order by contacting support@ecorush.eu.

For voluntary returns, products should be unused, in their original condition and packaging, and include all original accessories, such as chargers, keys, and hardware.

This voluntary policy does not affect your statutory rights regarding defective, faulty, or non-conforming products.

3. Return Shipping & Fees

Consumer Reasons

For returns due to consumer reasons, such as a change of mind:

• The customer is responsible for the return shipping cost.
• For a new and unused bike, a €200 fee per bike will be deducted from the refund.
• For a used bike, a €200 logistics cost per bike will be deducted, and an approximate 20% depreciation amount based on the bike's condition and usage may also be deducted where applicable.
• For accessory returns, the original €7 shipping cost is non-refundable where applicable.

Any deductions relating to statutory consumer rights will be applied only to the extent permitted by applicable law.

ECORUSH's Fault

If the return is due to our fault, such as receiving an incorrect or damaged product, ECORUSH will cover the applicable return shipping costs.

We do not charge a separate restocking fee.

4. Quality Issues

• Within 14 days: For confirmed quality issues, customers may be eligible for a full refund, replacement, repair, or replacement parts, depending on the circumstances and applicable law.
• 14–30 days: For confirmed quality issues, please contact us for return instructions. Defective or missing parts may be replaced free of charge where applicable.
• After 30 days: Warranty service will be provided in accordance with our Warranty Policy and applicable consumer protection laws.

If a product arrives damaged, please contact us promptly and provide photos or videos. Where the issue is attributable to ECORUSH or the shipping process for which we are responsible, we will provide an appropriate remedy and cover the applicable return shipping costs.

5. Return Process

1. Contact Us: Email support@ecorush.eu before returning your product.
2. Receive Instructions: Do not send the product to the return address without receiving return instructions from our customer service team.
3. Provide Evidence: For damaged, defective, or incorrect products, photos or videos may be required.
4. Return the Product: Follow the return instructions provided by our customer service team.
5. Inspection & Refund: Returned products are normally inspected within 10–15 business days. Eligible refunds are normally processed within 5 business days after the refund notification email.

6. EU Return Address

YTD-ecorush.eu
Pirnaer Str. 20
90411 Nürnberg
Germany

Please do not send any return without receiving return instructions from ECORUSH customer service first.

7. Non-Refundable Items

The following are generally non-refundable under our voluntary return policy:

• Products purchased from unauthorized dealers or individuals
• Products damaged due to customer misuse, improper installation, accident, or other customer-attributable causes
• Gift cards
• Insurance
• Non-physical products

These exclusions do not affect mandatory consumer rights where applicable.

8. Contact Us

Email: support@ecorush.eu
Phone: +852 9322 5387

Scope: This policy applies to products purchased directly from the ECORUSH official website (ecorush.eu). Products purchased through other sales channels are subject to the applicable policies of those channels.