If you wish to cancel your order, please contact us at support@evercross.eubefore the order has been shipped. Submitting a cancellation request before dispatch does not guarantee that the order will be cancelled. If the cancellation is successful, you will receive a confirmation email. Once the order has been shipped, cancellation is not possible. Please wait for delivery and contact us within7 days of receipt to request a return label. Refusing a shipped order or failing to follow the return procedure may lead to the parcel being lost in transit or rejected by the warehouse, and thus no refund or exchange can be processed.
2. Returns
Customers may submit a return request by contacting support@evercross.eu within 30 days of the purchase date. Return requests submitted after 30 days from purchase willnot be approved.
2.1 Packaging Damage
External packaging damage does not necessarily indicate a problem with the product itself. Because shipping involves uncertainties, we cannot guarantee the integrity of packaging. We recommend that you file a claim with the carrier immediately upon noticing any packaging damage.
2.2 For Non-Quality Issues
If the return is caused by the consumer (e.g., change of mind, ordered wrong item, etc.), the consumer bears the return shipping cost. The amount depends on the courier you choose. We will also deduct the original shipping fee incurred during initial delivery from your refund.
For new, unopened, unused products: the buyer pays return shipping; for each bicycle an inspection fee of approximately €15-50 will be deducted from the refund (exact amount depends on product type; bicycles generally incur higher cost).
For used products: buyer pays return shipping, inspection fee will be deducted; if product shows signs of use (e.g., significant wear impacting resale value), a usage fee of10%–20% will be charged from the refund.
Returned the product must be in the same packaging and condition as you received it. All original items in box (e.g., charger, pedals, bell, front/rear reflectors, front light, tools, pump, lock, user manual etc.) must be included.
If the return is due to our error (e.g., you received wrong or damaged product), we will cover return shipping costs.
2.3 For Quality Issues
2.3.1 Within 30 Days
If payment is successful and the product shows a quality issue within 30 days, you are eligible for a full refund with no return shipping or inspection fee. Alternatively you may exchange for another Evercross model without paying return shipping. To process your refund/exchange quickly, please provide photos/videos evidencing the issue. The refund will be issued within 3 working days of receiving and verifying your return. Note: Evercross will investigate any quality issue thoroughly. If the product shows no quality defect and damage is found to be intentional or due to misuse, return shipping will still be charged.
2.3.2 After 30 Days
If it is more than 30 days after purchase, we will provide warranty services as outlined in our Warranty Policy. Note: Minor cosmetic defects which do not affect riding safety (e.g., sticker peeling, paint chips) may be handled via compensation or replacement parts rather than full return. If product is not returned, we will determine appropriate refund amount case by case.
3. Authorization
Customers must obtain Evercross’s prior authorization before returning any item. We recommend returning the product in its original packaging; if original packaging is unavailable, please use safe packaging to avoid damage in transit. Evercross is not responsible for damage caused by inadequate packaging.
4. Return Address
Evercross has multiple EU-region warehouses. Please contact our after-sales support to choose the most suitable return address for your location.
5. Non-Returnable / Non-Refundable Items
Certain items cannot be returned or refunded unless extreme circumstances such as damage or fault covered under warranty. These items require company approval for return. Non-refundable items include (but are not limited to):
Products purchased from unauthorized dealers or private sellers.
Products damaged due to human factors.
Gift cards.
Insurance.
Non-physical products.
6. General Return Process
6.1 Initiate a Return
Send email to support@evercross.eu with relevant photos/videos and your order number. Our customer service team will review your return request within 3 business days.
6.2 Ship the Item Back
If your return is accepted, we will provide the return address and instructions on how to ship the package. Use a shipping method with tracking information and signature receipt to avoid loss during transit. Please pack the product carefully to prevent damage.
6.3 Refund or Exchange
Upon receiving your returned item, we will inspect it within 2-14 days. We will then process a replacement or issue a refund. Refunds will be credited within 1-5 working days after inspection completion. You will receive a notification email once your refund/exchange has been processed.
7. Scope of Policy
This returns policy applies only to products purchased directly from the official Evercross website (evercross.eu). Products purchased through other channels (e.g., Amazon, offline dealers, marketplaces) are subject to the return/refund policy of the corresponding sales channel.
Thank you for shopping with Evercross. We are committed to providing you with a positive shopping experience. If you have any questions or need assistance with a return, please contact our customer support team. support@evercross.eu
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