Return policy

Electric Express EOOD (hereinafter referred to as "We," "Us," or "the Company") provides return and warranty options in accordance with the Consumer Protection Act (CPA) and other applicable regulations in the Republic of Bulgaria. This Policy describes the terms and procedures for returning products (electric bicycles, scooters, and accessories) and filing warranty claims. The Company strives to ensure a fair process but reserves the right to reject requests if the conditions are not met. This Policy applies to purchases from the Website www.electric-express.com or directly from Us.

Company: Electric Express EOOD, registered office: Sofia, 2 Lea Ivanova St., UIC: 123456789, phone: +359 87 664 9967, email: sselectric.express@gmail.com.

1. Right of Withdrawal and Return

Withdrawal Period: According to the CPA, you have the right to withdraw from the contract within 14 calendar days without giving any reason, starting from the date of receipt of the product. To exercise this right, notify us in writing (email or form on the Website) before the deadline expires.

Return Conditions: The product must be returned in its original condition—unused, with no signs of use, with all labels, packaging, and accessories intact. For electric bicycles, if they have been ridden more than 1 km or have visible scratches, the return may be refused.

Costs: Return costs (shipping, packaging) are borne by the Consumer. We refund only the product value (excluding delivery) within 14 days after receipt and inspection. If the product is damaged during return, you bear responsibility.

Exceptions: The right of withdrawal does not apply to:

Personalized products (e.g., with engraving)

Unsealed batteries or accessories that cannot be returned for hygiene reasons

Products that have been used or modified

2. Warranty Claims (for Defects or Non-conformity)

Warranty Period: According to the CPA, products come with a 24-month (2-year) warranty for non-conformity with the contract, starting from the date of purchase. For batteries, motors, and any electronic components that are not consumables—12 months.

What Is Covered: Warranty claims cover defects in materials or manufacturing that occur during normal use. We will repair, replace, or refund the value if the defect is proven.

What Is Not Covered: Normal wear and tear (tires, brakes, buttons, pedals, fenders, etc.), damage from improper use (overloading, accidents), modifications, repairs by third parties, or force majeure circumstances.

Warranty Claim Procedure:

Notify us within 14 days of discovering the defect via email or form on the Website, including a description, photos/video, invoice, and serial number.

Send the product to our service center (address: Sofia, 2 Lea Ivanova St.). Shipping costs to and from the center are at your expense, including for warranty defects.

We will review within 30 days and notify you.

If the defect is not covered by warranty, we will offer paid repair or return without refund.

Refund: If repair or replacement is not possible within a reasonable timeframe, you are entitled to a proportional price reduction or full refund.

3. Additional Terms

Warranty claims and returns are processed only for original products purchased from Us.

The warranty is void upon resale or transfer.

In case of dispute, the provisions of the CPA apply. You may contact the CPC (Commission for Consumer Protection) or the courts.

The Company reserves the right to update this Policy. The current version is available on the Website.

For questions or submitting requests:

sselectric.express@gmail.com or +359 87 664 9967

Electric Express EOOD

2 Lea Ivanova St., Sofia