We want you to purchase with confidence. This policy explains our voluntary return program for purchases made directly through letrigo.com. It does not reduce any non-waivable rights or remedies that apply under federal, state, provincial, or territorial consumer-protection law.
Return eligibility at a glance
| Product | Request deadline | Condition | Customer cost |
|---|---|---|---|
| E-bikes — new and unridden | Within 14 calendar days after delivery | 0 miles; no outdoor use; complete and in like-new condition | Return shipping; no restocking fee |
| E-bikes — lightly test-ridden | Within 14 calendar days after delivery | 20 miles or less; clean, safe, complete, and not damaged or modified | Return shipping plus 15% inspection and reconditioning fee |
| Accessories and replacement parts | Within 30 calendar days after delivery | Unused, uninstalled, complete, and in resalable condition | Return shipping; no restocking fee |
| Defective, damaged, missing, or incorrect items | Contact us promptly | Subject to inspection and applicable law | No return or restocking charge for a validated Letrigo error or covered defect |
Before returning anything
Contact Letrigo Customer Support and obtain a Return Merchandise Authorization (RMA) and the correct return address. Do not ship a return to our corporate mailing address unless we expressly instruct you to do so. Unauthorized or freight-collect returns may be refused.
An RMA is normally valid for 14 calendar days from issuance. The return must be tendered to the approved carrier within that period unless we agree otherwise in writing.
E-bike returns
New and unridden e-bikes
An e-bike may be returned within 14 calendar days after delivery if it has not been ridden outdoors, shows 0 miles other than factory testing, and is complete, clean, undamaged, and in like-new condition. Reasonable unpacking and assembly for inspection are permitted. There is no restocking fee, but the customer is responsible for the approved return-shipping cost unless the return results from our error, shipping damage, a covered defect, or applicable law requires otherwise.
Lightly test-ridden e-bikes
An e-bike with no more than 20 miles may be considered for return within 14 calendar days after delivery. It must be free of collision damage, abuse, excessive wear, unauthorized modification, water damage, or missing parts. A 15% inspection and reconditioning fee applies, in addition to the approved return-shipping cost. Any separate deduction for missing parts or customer-caused damage will be reasonable, documented, and itemized.
E-bikes that are not eligible for a discretionary return
- More than 20 miles on the odometer, or material evidence that the odometer was disconnected, reset, or altered.
- Collision, misuse, commercial abuse, water intrusion, neglect, improper storage, or operation outside the owner’s manual and product limits.
- Permanent or material modification, including drilling, welding, cutting wiring, controller modification, speed-limit alteration, or use of incompatible electrical components.
- Missing serial number, materially incomplete product, or a condition that makes safe resale impracticable.
These limits apply only to voluntary change-of-mind returns. Warranty claims and legal remedies for defective or non-conforming products remain available as provided by law and our Limited Warranty.
Accessories, parts, and batteries
Unused and uninstalled accessories and replacement parts may be returned within 30 calendar days after delivery if they are complete and in resalable condition. Opened or installed items may be declined if installation prevents safe resale.
For safety and dangerous-goods reasons, a separately shipped e-bike battery is not eligible for a change-of-mind return once its protective packaging has been opened or the battery has been installed or charged. A battery that arrives damaged, is incorrect, or may be defective remains eligible for warranty and legal remedies. Never ship a battery without Letrigo’s written instructions and approved dangerous-goods packaging.
Gift cards, clearly marked final-sale items, customized products, and services already performed are non-returnable except where required by law. A discount alone does not make an item final sale; the final-sale designation must be disclosed before purchase.
Cancellations and refused delivery
You may request cancellation before fulfillment. If the order has not been released to a carrier, we will cancel it without a cancellation fee. After carrier pickup, the order is subject to this return policy. If a customer refuses delivery without prior authorization, reasonable actual outbound and return transportation costs may be deducted from the refund, except where the refusal results from visible shipping damage, our error, or a right provided by law.
Shipping damage, missing parts, and incorrect items
Inspect the shipment promptly. If you notice visible or concealed shipping damage, missing parts, or an incorrect item, contact us as soon as possible—preferably within 7 calendar days after delivery. Keep the bike, carton, pallet, protective materials, and shipping label, and provide clear photos or video when reasonably available. The 7-day request helps us preserve carrier claims; it does not eliminate any non-waivable warranty or statutory right.
For a validated Letrigo error, covered defect, or carrier damage, we will provide an appropriate remedy at no cost to you, which may include replacement parts, repair, replacement, or refund, depending on the circumstances and applicable law.
How to request a return
1. Contact support@letrigo.com or the applicable support number below. Provide your order number, product and serial number, reason for return, current mileage for an e-bike, and photographs reasonably needed to assess condition.
2. Wait for written RMA approval, packing instructions, the approved carrier method, and the correct return address.
3. Remove personal items and data, securely pack all included parts, and place the RMA number on the outer shipping label or as instructed. Use the original packaging whenever reasonably possible. If suitable packaging is unavailable, contact us before shipping.
4. Retain the carrier receipt and tracking information until the refund is complete.
Inspection, deductions, and refunds
We normally inspect returns within 5 business days after receipt. Approved refunds are issued to the original payment method within 7 business days after inspection. Your bank, card issuer, or financing provider may need additional time to post the credit.
We may deduct only the fees disclosed in this policy and reasonable, documented amounts for missing parts, undisclosed damage, excessive cleaning, unsafe packaging, or other customer-caused loss in value. We will provide an itemized explanation. We will not charge a restocking or reconditioning fee for a validated defect, shipping damage, or our fulfillment error.
Original expedited-shipping charges are not refundable unless the return results from our error, the service was not provided, or applicable law requires a refund. If a promotion included a free item, the item must be returned with the order or its disclosed standalone price may be deducted, unless the promotion stated otherwise.
Fraud, abuse, and duplicate recovery
We may verify serial numbers, mileage, package weights, tracking records, photographs, and transaction information. We may decline or adjust a voluntary return when there is reasonable evidence of fraud, product substitution, intentional damage, material misrepresentation, or repeated return abuse. We will not issue duplicate recovery for the same loss. If a payment dispute or chargeback is pending for the same transaction, a separate refund may be paused while the payment provider resolves the dispute. Nothing in this section limits lawful chargeback or consumer rights.
Policy changes and legal rights
The policy displayed at the time of purchase governs that order unless a later version is more favorable to the customer or law requires otherwise. We do not apply materially less favorable changes retroactively.
United States residents may have additional rights under state law. Canadian residents retain all rights under applicable provincial and territorial consumer-protection law, including legal warranties that cannot be waived. If this policy conflicts with a non-waivable law, that law controls.
Seller and policy administrator: Letrigo Mobility, Inc
Corporate mailing address: 1401 21st St Ste R, Sacramento, CA 95811, United States
Email: support@letrigo.com
Support: +1 (818) 252-9807
Support hours: Monday–Saturday, 9:30 a.m.–5:30 p.m. Pacific Time, excluding holidays