Warranty and Return Policy
Warranty, Refund & Return Policy
Clear information about Thunder eBike warranty coverage, order cancellations, voluntary returns, and refund procedures. Please review these terms before purchasing.
Our Commitment to Clear Policies
Richmond eBike Ltd. is an independent, family-owned electric bike showroom and service centre located in Richmond, British Columbia, Canada.
This policy explains our standard Thunder eBike limited warranty and our store's voluntary cancellation, return, and refund procedures.
The standard Thunder warranty described below applies to eligible Thunder eBikes sold by Richmond eBike. Other brands sold through our store may have separate manufacturer-specific warranty coverage.
Consumer rights: Nothing in this policy removes, restricts, or replaces rights and remedies available under applicable consumer protection laws. Where applicable law requires a different outcome, the law takes precedence.
Limited Electrical Warranty Coverage
Richmond eBike provides the following standard limited warranty for eligible Thunder eBikes purchased through Richmond eBike, unless different written terms are supplied for a specific model.
Electric Motor
Coverage for eligible manufacturing defects for two years or 10,000 km, whichever occurs first.
Electrical Components
Coverage for eligible manufacturing defects for one year or 10,000 km, whichever occurs first.
Warranty Assistance
Assessment, troubleshooting, and approved warranty repairs through our Richmond workshop.
Warranty Start Date
The warranty period begins on the original purchase date shown on the sales receipt or invoice. The time and kilometre limits apply independently; coverage ends when either limit is reached.
Covered Electrical Components
The standard one-year electrical warranty includes eligible manufacturing defects in original equipment such as:
- Lithium-ion battery pack
- Motor controller
- Display and control panel
- Pedal-assist sensors
- Brake motor-cutoff sensors
- Electrical wiring harnesses
- Electrical key-switch assemblies
- Other original electrical components included in the applicable warranty
The electric motor is covered under the separate two-year motor warranty described above.
Warranty coverage applies to eligible defects in materials or workmanship arising under normal intended use. A component failure is not automatically considered a manufacturing defect.
Other electric bike brands: The Thunder eBike warranty periods do not automatically apply to AIMA or other third-party brands sold by Richmond eBike. Those products are subject to their applicable written manufacturer or seller warranty terms.
Normal Wear, Maintenance & Damage
The Thunder limited electrical warranty is intended to cover eligible manufacturing defects. It does not include routine maintenance, normal wear, or damage caused by improper use.
Normal Wear & Maintenance
- Brake pads and brake adjustments
- Tires, inner tubes, and punctures
- Chains, cassettes, freewheels, and drivetrain wear
- Gear and derailleur adjustments
- Routine wheel truing and spoke tension adjustments
- Routine tune-ups and safety inspections
- Lubrication, cleaning, and ordinary maintenance
- Other parts worn through normal use
Mechanical components such as brakes, rims, spokes, pedals, handlebars, and derailleurs are not covered for ordinary wear and tear under the standard limited electrical warranty.
This does not exclude remedies required by law for defective mechanical components.
Other Excluded Conditions
- Accident, collision, or impact damage
- Misuse, abuse, or overloading
- Improper assembly or installation
- Use outside the product's intended operating conditions
- Damage caused by incompatible or improperly installed modifications
- Improper charging, battery handling, or storage
- Water damage or corrosion caused by exposure beyond stated product limitations
- Cosmetic damage occurring after delivery
- Normal battery capacity reduction due to age and use
Exclusions will be assessed in relation to the reported defect and applicable warranty and consumer protection requirements.
Keeping Your Thunder eBike in Good Condition
Like any bicycle, Thunder eBikes require regular maintenance, including brake inspections, tire checks, drivetrain care, and periodic tune-ups.
Routine maintenance is the customer's responsibility and is not included in the standard limited electrical warranty.
Customers may arrange routine mechanical maintenance through Richmond eBike or another qualified bicycle service provider.
Many Thunder models use recognized mechanical components, including Tektro braking systems and Shimano drivetrain components, depending on the model.
The use of familiar components can make ordinary maintenance more accessible, although service capabilities and parts availability vary between shops.
Maintenance recommendation: Follow the maintenance schedule provided in your model's owner's manual. Additional service may be necessary depending on riding conditions and usage.
Labour, Diagnostics & Replacement Parts
For an approved Thunder eBike warranty claim, Richmond eBike will provide the applicable replacement component or authorized repair.
Labour for approved warranty repairs performed at our Richmond workshop is included under our standard warranty terms.
Richmond eBike does not reimburse labour charged by third-party repair shops unless authorized by us in writing beforehand or required by applicable law.
Diagnostic fees may apply when an inspected issue is determined not to be covered by warranty. Any chargeable work will be explained before proceeding.
Transportation, pickup, delivery, and shipping arrangements will be communicated during the warranty process. Any charges remain subject to applicable consumer rights.
How to Submit a Warranty Claim
- Contact Richmond eBike. Email sales@richmondebike.com with your name, order number, and Thunder eBike model.
- Describe the problem. Provide the symptoms, error codes, odometer reading, and relevant photos or videos.
- Receive instructions. Our team will advise on troubleshooting, inspection, or returning a component.
- Warranty assessment. We will review the issue against the applicable warranty terms and explain the next steps.
- Approved resolution. Eligible claims will be handled through an appropriate repair, replacement, or other required remedy.
Battery safety: Stop using or charging a battery showing swelling, unusual heat, smoke, leaking, or burning smells. Do not open the battery pack or attempt to ship a damaged lithium-ion battery without approved handling instructions.
Changing or Cancelling an Order
If you wish to cancel an order, contact Richmond eBike as soon as possible. We will review your request based on the order's processing and fulfillment status.
Unshipped Orders
For ordinary voluntary cancellations, our standard processing deadlines are:
- Friday through Monday orders: Submit the cancellation request before 12:00 PM Pacific Time on Monday.
- Tuesday through Thursday orders: Submit the cancellation request before 12:00 PM Pacific Time on Thursday.
Requests received after these deadlines may still be considered if the order has not been shipped or otherwise committed to fulfillment.
Credit-Card Cancellation Fee — 5%
For voluntary cancellations of eligible unshipped orders paid by credit card, Richmond eBike charges a 5% cancellation and processing fee, calculated on the total amount paid, where permitted by applicable law and payment-provider requirements.
This fee applies when a customer requests cancellation for personal reasons, including changing their mind after placing an order, and Richmond eBike agrees to the voluntary cancellation.
The 5% cancellation fee is disclosed as part of our cancellation policy before purchase. By completing the purchase, the customer agrees to the applicable cancellation terms, subject to non-waivable legal rights.
Exception: The 5% fee does not apply where the customer is legally entitled to a full refund, including qualifying statutory cancellations or cancellations arising from Richmond eBike's failure to meet its legal obligations.
Where a full refund is required by law, no cancellation, processing, or restocking fee will be deducted.
Payment-provider requirements: Application of the 5% fee remains subject to applicable payment-processing agreements and consumer protection requirements. The fee will not be charged where prohibited.
Interac e-Transfer & Affirm
Eligible voluntary cancellations of unshipped orders paid through Interac e-Transfer or Affirm do not incur Richmond eBike's credit-card cancellation fee.
Affirm refunds and financing adjustments are processed through the applicable payment-provider arrangements.
Shipped Orders
Orders that have already shipped generally cannot be cancelled through our ordinary order-processing procedure.
Customers may request a return after delivery under the voluntary return terms below. Statutory cancellation rights remain unaffected.
Our 7-Day Return Policy
Richmond eBike accepts voluntary return requests for eligible products within seven calendar days after the customer receives the order.
These terms apply to change-of-mind returns. They do not replace legal rights concerning defective products, incorrect orders, or statutory cancellations.
Electric Bike Return Requirements
- Request a return within seven calendar days after delivery.
- Provide a valid receipt or proof of purchase.
- The bike must have fewer than 10 km on the odometer.
- The bike must be free of damage, excessive wear, and substantial signs of use.
- All included accessories, keys, charger, manuals, and hardware must be present.
- The original shipping box and protective packaging must be available.
- Return authorization must be obtained before shipping.
Restocking Fees
| Product Condition | Restocking Fee |
|---|---|
| New, unused, complete, in original condition and packaging | 0% |
| Lightly used, fewer than 10 km, complete, and approved for return | 30% |
| 10 km or more, damaged, incomplete, or outside the voluntary return window | Not eligible for an ordinary voluntary return |
For approved voluntary returns, the restocking fee is calculated on the merchandise price before applicable taxes. Refunds and tax adjustments will be processed as required by applicable law.
Richmond eBike will inspect the returned product before confirming eligibility and any applicable deductions.
Return conditions: The seven-day limit, fewer-than-10-km requirement, packaging rules, and restocking fees apply only to voluntary returns. They do not override mandatory consumer rights.
Transportation & Packaging
Customers are generally responsible for return transportation costs associated with approved voluntary returns.
Electric bikes must be securely packaged in their original shipping cartons using appropriate protective materials.
Richmond eBike may arrange a freight pickup for approved e-bike returns. Pickup availability and transportation charges will be confirmed before collection.
Return freight costs vary by location, carrier, package size, and shipping requirements. Any shipping estimate is subject to confirmation.
For voluntary returns, original shipping charges and return freight costs are generally non-refundable. Any lawful deductions will be disclosed during the return process.
Where a return is required due to our error or applicable consumer law, shipping arrangements and costs will be handled accordingly.
Return Address
Richmond eBike Ltd.
Unit 185 – 13988 Maycrest Way
Richmond, BC V6V 3C3
Canada
Do not send products without contacting us first. We will provide the appropriate return instructions.
Final-Sale & Non-Returnable Items
Unless otherwise agreed in writing, the following items are generally not eligible for voluntary change-of-mind returns:
- Separately purchased electrical controllers
- Replacement displays and electrical modules
- Lithium-ion batteries and battery packs
- Installed or used electrical components
- Special-order or customized products clearly identified as non-returnable before purchase
- Clearance or final-sale items clearly identified before purchase
A product is not automatically final sale simply because it was sold at a discount. Any applicable final-sale condition must be disclosed before purchase.
These restrictions apply to voluntary returns only. They do not remove applicable legal remedies for defective, damaged, or incorrectly supplied goods.
Damaged, Defective & Incorrect Orders
We take product quality and customer concerns seriously. If an item arrives damaged, appears defective, or differs from what you ordered, please contact us promptly.
Provide your order number, a description of the issue, and photos or videos where available.
Richmond eBike will review the concern and explain the appropriate next steps, which may include inspection, troubleshooting, repair, replacement, or refund as appropriate.
The standard voluntary return conditions do not limit any remedy required by applicable law.
Safety first: Do not continue riding an electric bike that may have a serious mechanical or electrical safety issue.
When & How Refunds Are Issued
Once an approved voluntary return is received, Richmond eBike will inspect the product and notify the customer of the return outcome.
Approved refunds are generally issued to the original payment method where possible, less any properly disclosed and lawful deductions.
Processing times depend on the payment method and financial institution. Refunds required by law will be issued within the applicable statutory deadlines.
Affirm Financing
Refunds for purchases financed through Affirm are processed through the applicable payment and financing arrangements.
Customers should monitor their Affirm account for balance adjustments and continue following their financing obligations until the provider confirms the adjustment.
Late or Missing Refunds
If your refund has been confirmed but the credit has not appeared, check your payment account and contact your bank or card provider.
If further assistance is required, email sales@richmondebike.com .
Your Rights Under Applicable Law
Our voluntary return and limited warranty policies are intended to provide clear expectations for customers.
Applicable consumer protection legislation may provide additional rights, including cancellation rights for certain online and distance sales.
Where a customer qualifies for a legally required cancellation or refund, Richmond eBike will follow the applicable legal requirements, including any mandatory refund deadlines and restrictions on deductions.
Customers can learn more about BC consumer contract requirements through Consumer Protection BC .
Questions About Warranty or Returns?
Whether you need help with a Thunder eBike warranty claim, an order cancellation, or a return request, our Richmond team is happy to assist.
Richmond eBike Ltd.
Units 180 & 185
13988 Maycrest Way
Richmond, BC V6V 3C3
Canada
Phone:
(604) 209-9000
Email:
sales@richmondebike.com
This policy describes Richmond eBike Ltd.'s standard terms for eligible purchases. Product-specific written warranties may provide additional or different coverage.
Policy updates apply prospectively, subject to existing customer agreements and applicable law. Nothing in this policy excludes or limits non-waivable consumer rights.