Return Policy

Returns

• Before sending us your item, you must initiate your return, cancellation, or changing process by submitting a return form here.
• All returns to the west coast are free. Locations outside of the west coast may be subject to shipping and handling fees.
• Returns must be made within 7 days after receiving your order.
• Cancellations or changes to your order must be made within 24 hours after your initial order.
• Returns and changes to your order may result in delayed delivery.

Exchanges

We do not process exchanges. However, you may return an item and once the return is approved, you may make a separate purchase for the new product.

Refunds

We will contact you via email once your return and refund are approved. If you do not receive your refund within 15 days of approval, please contact us here.

Risk of Loss

Please note that while we do everything we can to ensure a successful delivery, HMP Bikes will not be responsible for the delay of delivery nor the loss or damage of a product due to events beyond its' control.

Warranty

 Warranty Policy

We value customer satisfaction and guarantee exceptional quality. We are confident in only selling top-tier products, which is why all of our mopeds and scooters automatically include a manufacturer's warranty. If an original part on your moped or scooter is damaged and deemed coverable, we will repair it or send you the proper part along with instructions on how to install it. Please read through the entire policy and specifications before submitting your request.

Submit your warranty claim here.

If you seek technical support, contact our customer support team at support@epacus.com

Unusual shipping damages must be reported here within 5 days of receiving your purchase

General Terms

• Your purchase is warranted to be free from manufactured defects and damages for the first 3 years or 3,000 miles.
• Original buyers can enjoy this warranty by providing proof that the purchase was made through our website, retail store, or an approved retailer.
• Epacus will either repair the damage, send the appropriate part, or refund the product. Parts used as replacements may be new or refurbished.
• Parts will be shipped within the continental United States.
• Unless the item arrived damaged when first received, shipping and handling costs related to a warranty claim will be charged to the customer.
• In your claim, you will need to provide clear photos or videos of the damaged component, the product's serial number, and receipt of purchase.
• Epacus reserves the right to accept or reject any given warranty claim. Communication and a decision on your claim will be realized via email.

These terms are subject to change at any time.

Exclusions

Epacus covers manufacturer defects only. Parts that are damaged due to an event beyond the control of Epacus Bikes are not covered. This includes but is not limited to damage from power surges, the use of improper parts, water damage, paint fade or scratches, unauthorized modifications, rider misuse, improper care, accidents, normal wear, and improper servicing by a customer or third party. This warranty does not cover defects derived from failure to follow the products' manual.

• Complimentary products are not covered by our lifetime warranty.
• The warranty only covers purchases made by the first owner. Anyone other than the original owner may not receive warranty benefits.
• Changes, losses, or illegibility of the serial number will void the warranty.
• The warranty does not cover products that have been serviced by a third party or unauthorized manufacturers.
• Parts that have normal wear and tear are not included in the warranty. This includes but is not limited to tires, brake pads, tubes, and cables.
• In circumstances where damage is not covered by our warranty, you will be responsible for the purchase of a new part along with its shipping fees.
• There may be other conditions not covered by the warranty that are not listed here.

E-Moped

• The warranty applies to the following parts: Frame, Battery, Electric Motor, Charger, and Other Electric Parts.

E-Scooter

• All scooter parts, except for tires and brake parts, are covered in our lifetime warranty.

Accessories

• All accessories are warranted for one year after the purchase date on your receipt.

Instructions:

1. Upon discovering a defect, immediately discontinue usage to avoid further, more severe, and possibly unwarranted damage.
2. Take clear photos and/or videos of the damaged part and locate the serial number and receipt of purchase.
3. Complete and submit your request. Please allow up to 3 business days for an email response.
4. Once your request has been accepted, you will need to return the item via shipment or physically to our retail store. If you choose to ship it, please ensure the item is packaged safely and protectively. It is preferred that you ship it in its original packaging.
5. Epacus will either repair the product at no charge or send the appropriate part along with installation instructions to your desired location.