Refund policy

Returns and refunds

ROOTS RIDER is a trading name of GHRAM LLC. Our electric bikes ship directly from the manufacturer's United States warehouses, and our return terms mirror the manufacturer's terms. We publish them as they are, so that what we promise you is exactly what will be honoured.

Free returns — what “free” means here

If something is wrong with your bike, the return costs you nothing. A manufacturing defect, damage that happened in transit, or the wrong item shipped: we arrange the collection, we pay the return freight, and you are refunded in full. No return shipping charge, no restocking fee, no deduction of any kind. That is our free-returns promise, and it is the situation that matters most.

A return because you simply changed your mind is a different case. The bike is not faulty, it has to travel back as freight and be inspected, so those costs are yours. Everything below sets out exactly which is which.

Return window

You may return your electric bicycle within 7 days from the date of delivery for a refund or an exchange. Requests made after that window cannot be accepted. Manufacturing defects are covered separately, and for far longer, under our warranty.

How to start a return

Email ghram.llc@gmail.com before shipping anything back, with your order number and the reason for the return. We confirm the return authorisation and schedule the pick-up. Units sent back without prior authorisation cannot be processed.

Your bike never leaves the country. Returns are received at one of our two United States warehouses — one in California, one in New Jersey. Which one you ship to depends on where you are and on stock at the time, so the exact return address is given to you once your return has been approved. Please do not send anything back before you have that address from us in writing.

Who pays for the return shipping

Quality issue, transit damage or wrong item shipped: we cover the return freight and the collection. You pay nothing, and no restocking fee applies.
Change of mind: the return freight is at your expense. We issue a pre-paid shipping label and schedule the pick-up, and that shipping cost is deducted from your refund. An electric bike weighs 55 to 77 lb and travels as freight, so this is a real cost. Please be sure of your choice before ordering.

If your order was placed under a free-shipping promotion, the original outbound shipping cost is not refunded on a change-of-mind return.

Condition of the returned bike

The unit must come back in brand-new condition, with all original packaging, accessories and documentation, including any free gift items shipped with the bike. The value of missing components is deducted from the refund. Damage that occurs during the return shipment may also be deducted.

Inspection and restocking fee

Change-of-mind returns are subject to a 20% inspection and restocking fee, calculated on the original purchase price. No restocking fee is charged when the bike is faulty, arrived damaged, or was not the item you ordered.

Refund timing

Refunds are issued to the original payment method, on average 2 to 3 weeks after we have received, inspected and processed the returned unit.

Accessories and spare parts

Unopened accessories and spare parts may be returned within 7 days of delivery, in their original packaging. Return shipping is at your expense unless the item is faulty or was sent in error, in which case we cover it.

Damaged on arrival

Please inspect the carton before signing for the delivery. If the packaging is damaged, note it on the carrier's delivery record and photograph it. Report any transit damage to ghram.llc@gmail.com within 48 hours of delivery, with photographs. We handle it at no cost to you.