There are no refunds or exchanges on bicycles, scooters, and electric propulsion products. Defective bicycles, scooters, and electric propulsion products are eligible for warranty repair for one year from date of purchase unless otherwise stated.

Electronic parts (including battery, motor, controller, display) and frame. This warranty is non-transferable and only applicable to the original owner.  


Parts requiring replacement due to normal wear or routine maintenance such as tires, tubes, cables, grips, brake pads, baskets, pedals, fuses, spokes, lenses, light bulbs, springs, chains, packing, and the sprocket and tension assembly of the torque sensor.

Abuse, alteration, improper repair, failing to follow instructions in the owner’s manual, corrosion or water damage, use of improper chargers or electrical surges, extreme or stunt riding, riding with excessively heavy loads, collision, or other abnormal, excessive, or improper use. This warranty does not cover bicycles used for commercial activities, including but not limited to bicycle rental, sharing, and delivery services.

All warranty assessments are done on an appointment basis. For in-store service, please call your local store to book an appointment and request a warranty assessment appointment. Please bring your product with you to the  appointment.

Online warranty service is valid in BC, AB, SK, MB only. If you cannot bring your product to the store for warranty service, you must: 

  • Contact the customer support at to book a video call.  Our support team will work with you on the problem to identify potential simple fixes.
  • If the support team determines that a Covered Component must be replaced, they will provide you with a set of instructions for returning the defective Covered Component and receiving the replacement.
  • After you receive the replacement Covered Component, the Technical Support team will also help in determining how to replace or install the new Covered Component into your ebike.
  • You will be responsible for shipping costs associated with returning a Covered Component, unless EnergyOne agrees in writing to pay for such shipping costs. 

OTHER PRODUCTS – Returns & Exchanges

For all other items, not including bicycles and scooters and electric propulsion products, our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a refund or exchange. All refunds are subject to a 15% restocking fee. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

In-Store Refunds and Exchanges

To process an in-store return or exchange, you will need to provide the following:

  • The original receipt (invoice) from your purchase.
  • The original method of payment. Payment card purchases will be refunded to the original payment card. 
  • Original packaging and all items originally included by the manufacturer and Energy One (including manuals, accessories, gifts with purchase, bonus items, and any other included items)
  • Your name, address, phone number, and signature. Valid government-issued photo ID may be requested to confirm this information.

Online Refunds and Exchanges

To initiate a return, email with your receipt (invoice) number, date purchased, purchaser’s name, and product type, and we will respond with a shipping address and a Return Material Authorization (RMA) code. Optionally, attach the original invoice (receipt) with the above information.

You will be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 days. Please allow additional time for the refund to process. 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

BC E-Bike Rebate Program

Returns – BC E-Bike Rebate Program
We do not accept returns from customers who participate in the BC E-Bike Rebate Program. We cannot provide you with a cash, debit refund, credit card refund, cash equivalent gift card or merchandise credit. Please make sure your decision to purchase an E-Bike is final.

Exchanges – BC E-Bike Rebate Program
If you are a customer who participated in the BC E-Bike Rebate Program and your E-Bike is in some way defective, it may only be exchanged for another E-Bike of equal value (same cost/price) or higher.


Contact us at for questions related to refunds and returns5