Refund policy

Exchange Policy for Evoque

Overview

We are committed to your satisfaction. If you encounter a fault with a part of your product, we offer exchanges following confirmation from a certified technician at Evoque.

How to Initiate an Exchange

  • Contact Us: Email us at Contact@evoqueca.com detailing the fault. Please include your order number and any relevant photographs or descriptions of the issue.
  • Approval: Once we approve your exchange request, you will be instructed on how to return the faulty unit.
  • Return Shipping: You are responsible for the shipping costs back to our address at 25 Vankirk Dr, Unit 4, Brampton, Ontario. Please provide a tracking number for your shipment.
  • Inspection: Upon receipt, the returned unit will undergo inspection to verify the fault.
  • Exchange Process: If the returned unit meets our criteria, we will process the shipment of the replacement unit promptly.

Exceptions

  • Custom-built e-bikes, final-sale items, and clearance items are not eligible for exchange.
  • Exchanges without prior approval will not be accepted.

FAQs

How long do I have to initiate an exchange?

  • Please reach out to us within 30 days of receiving your product to initiate an exchange.

Who covers the cost of shipping for exchanges?

  • The customer is responsible for the cost of shipping the product back to Evoque.

What if the replacement item is also faulty?

  • Should the replacement item also exhibit faults, please contact us immediately for further assistance.

Can I exchange an item for a different product?

  • Exchanges are only available for the same item in the event of a fault. If you wish to purchase a different item, a new order must be placed.


DISPUTE RESOLUTION AND CHARGEBACK AVOIDANCE

To ensure a seamless experience and resolve any disputes amicably:

  • Contact Us First: If you have any concerns or issues with your product, please contact us directly at Contact@evoqueca.com or 905-247-8090. We are committed to resolving any issues promptly and fairly.
  • Documentation: Keep all documentation of your purchase, correspondence with us, and any evidence of product issues. This will be helpful in resolving disputes efficiently.
  • Escalation: If a resolution cannot be reached, we will provide information on further escalation procedures, including mediation or arbitration, to avoid chargebacks and ensure a fair outcome.

HOW CAN YOU CONTACT US ABOUT THIS POLICY?

If you have any further questions or comments, you may contact us by:

  • Email: Contact@evoqueca.com