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 under applicable federal, state, provincial, or territorial consumer-protection law. Purchases from an independent dealer or bike shop must be returned through the original seller under that seller's return policy; eligible products remain subject to the LETRIGO General Warranty.

Updated October 6, 2026. These revised terms apply only to orders placed after this version is published. Earlier orders remain governed by the policy in effect when they were placed, unless a later version is more favorable to the customer or applicable law requires otherwise.

Return eligibility at a glance

The fees below apply to voluntary, non-defect returns and customer-requested cancellations, where permitted by law. Validated LETRIGO errors, delivery damage, covered defects, and legally required remedies are handled separately as explained below.

How fees are calculated

The 20% inspection and reconditioning fee and the 2.7% payment-processing fee are each calculated on the actual amount paid for the returned or canceled product after discounts, excluding sales tax, shipping, duties, and items you keep. Order-level discounts are allocated to the affected items. The two percentages are added separately, not compounded. The 2.7% fee applies only to captured payments and only once to the same returned or canceled amount; it is not a new charge at checkout.

For example, for an eligible test-ridden bike purchased for US$2,000 before tax after discounts, the inspection and reconditioning fee is US$400 and the payment-processing fee is US$54, in addition to the approved return-shipping cost. Any applicable tax refund is calculated separately under applicable law.

Fixed dollar fees in this policy are stated in US dollars. For an order paid in another currency, the corresponding deduction will be disclosed in the original payment currency before the return is shipped. We will provide the applicable fee breakdown and return-shipping instructions in writing. No fee applies where prohibited by law or where a full refund is legally required.

Before returning anything

Send a separate return / refund request email to support@letrigo.com with the subject Return Request - [Order Number]. A vehicle registration, warranty form, phone call, or carrier refusal is not by itself an approved return. If you need help accessing email, call +1 818-252-9807 so we can help document your request.

Your email request must reach us within 14 calendar days after delivery of the product you want to return. A timely request is not made late by our response time. Obtain a written Return Merchandise Authorization (RMA), the approved carrier method, packing instructions, and the correct return address. Do not ship to our corporate mailing address unless expressly instructed. Unauthorized or freight-collect returns may be refused.

An RMA is normally valid for 14 calendar days from issuance. Tender the approved return to the carrier within that period unless we agree otherwise in writing. Stop riding or using a product once you request a voluntary return; continued use may change its eligibility or condition.

E-bike returns

New and unridden e-bikes

Request a return within 14 calendar days after delivery. The bike must show 0 miles other than documented factory testing, have no outdoor use, and be complete, clean, undamaged, and in like-new condition. Reasonable unpacking and assembly for inspection are permitted. The customer pays approved return shipping plus the 2.7% payment-processing fee described above. No inspection and reconditioning fee applies. Use the original carton and all internal protective packaging, or a suitable alternative approved in writing before shipping.

Lightly test-ridden e-bikes

Request a return within 14 calendar days after delivery. The bike must have no more than 20 miles on the odometer and be free of collision damage, abuse, excessive wear, unauthorized modification, water damage, or missing parts. The customer pays approved return shipping, a 20% inspection and reconditioning fee based on the bike's actual discounted selling price before tax, and a separate 2.7% payment-processing fee on the same price basis. Use the original carton and all internal protective packaging, or a suitable alternative approved in writing before shipping.

E-bikes that are not eligible for a voluntary 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 under the General Warranty and applicable law.

Accessories, parts, and batteries

New, unused, uninstalled accessories and purchased replacement parts, excluding separately purchased batteries, may be requested for return within 14 calendar days after delivery if complete and resalable. A US$20 return-shipping fee applies per approved return shipment, plus the 2.7% payment-processing fee on the returned products' actual discounted prices before tax. Include original product packaging, the shipping carton, and internal protective materials. Contact us before combining items into one return shipment. Installed or used items are not eligible for change-of-mind returns.

Separately purchased batteries are non-returnable and non-refundable for change of mind, including unopened batteries. A battery that arrives damaged, incorrect, or defective remains eligible for applicable warranty and legal remedies. Never ship a battery without LETRIGO's written instructions and approved dangerous-goods packaging. Do not use, charge, open, or ship a swollen, leaking, punctured, unusually hot, or otherwise damaged battery; contact support for safe instructions.

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

Canceling an order

To request cancellation, email support@letrigo.com within 90 minutes after placing your order and include the order number. Customer Support must confirm that the order has not entered fulfillment or shipping. Outside this window, or once fulfillment or shipping has begun, ordinary cancellation is not available; an eligible delivered product may instead be returned under this policy.

For an approved cancellation, a 2.7% payment-processing fee applies to captured payments on the price basis described above. If payment has not been captured, there is no cancellation fee and any authorization will be released, subject to the payment provider's posting time. No fee is charged for a cancellation caused by LETRIGO's inability to fulfill the order or where applicable law requires a full refund. Rights relating to delayed shipment and other legally required cancellations are not restricted by the 90-minute window.

Unauthorized refusal of delivery

Contact us before refusing or redirecting a delivery. An unauthorized refusal of an e-bike shipment incurs a US$250 fee per bike to cover refusal-related transportation and handling, plus the 2.7% payment-processing fee on the affected bike's actual discounted selling price before tax, where permitted by law. These transportation and handling costs will not be charged again as separate outbound or return-shipping fees. We will inspect the returned shipment before determining the refund. The refusal fee and processing fee do not apply when refusal is due to visible delivery damage, a validated LETRIGO error, or an applicable legal right. Notify us promptly and provide photos where reasonably available.

Shipping damage, missing parts, and incorrect items

Inspect the shipment promptly. Report visible or concealed shipping damage, missing parts, or an incorrect item as soon as possible, preferably within 7 calendar days after delivery. Keep the bike, carton, pallet, internal packaging, and shipping label, and provide clear photos or video when reasonably available. Prompt reporting helps preserve carrier claims; it does not eliminate non-waivable warranty or statutory rights.

For a validated LETRIGO fulfillment error or delivery damage, we will provide an appropriate remedy at no cost, which may include replacement parts, repair, replacement, or refund depending on the circumstances and applicable law. Covered defects after delivery are handled under the General Warranty, including its approved parts, shipping, and labor provisions. A claim does not automatically approve a whole-bike refund. The change-of-mind processing and reconditioning fees do not apply to an approved covered-defect refund. Nothing here limits a remedy required by law.

Inspection, deductions, and refunds

Within 7 business days after our warehouse receives an authorized return, we will complete the inspection and initiate the approved refund to the original payment method. If the return does not pass inspection, we will notify you of the findings, supporting evidence, and proposed deductions or next steps within the same period. This is one combined 7-business-day period, not an additional inspection period followed by another 7 days. Your bank, card issuer, or financing provider may require additional time to post the credit.

Missing original packaging without an approved alternative, or ineffective protection of the complete bike, may cause the return to fail inspection. Damage caused by insufficient packaging, missing parts, undisclosed customer-caused damage, or other documented loss in value may result in reasonable itemized deductions, or rejection of a voluntary return if the product no longer meets the stated eligibility conditions. We will not impose an automatic damage deduction merely because a different carton was used with our prior approval and the product is adequately protected.

We will provide an itemized explanation of deductions. We will not charge twice for the same loss, or charge again for normal inspection and reconditioning already covered by the 20% fee. Processing, inspection, and reconditioning fees do not apply to an approved refund for a validated covered defect, delivery damage, or LETRIGO fulfillment error, or where prohibited by law.

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, return it with the order or its disclosed standalone price may be deducted, unless the promotion stated otherwise. We will refund applicable taxes as required by law.

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