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Refund policy

Eclipse EV Return and Warranty Policy

Effective Date: October 24, 2025

At Eclipse EV, we are committed to delivering premium electric mobility scooters and accessories built for quality, comfort, and reliability. Due to the specialized nature of our products, shipping logistics, and battery safety considerations, our refund and return policy is limited as outlined below.

We also offer product warranties to ensure peace of mind for our customers. Please refer to our Warranty Policy for full details.

If you need to modify or cancel your order, please contact us immediately — we’ll do our best to accommodate changes before your order ships.
📧 Email: contact@eclipseev.com

1. Return Eligibility

We offer a 30-day return window from the date you receive your product.
After 30 days, returns or refunds will not be accepted under any circumstances.

To qualify for a return, the following conditions must be met:

  • The return request must be submitted within 10 days of receiving the product.

  • The item must be unused, undamaged, and in its original packaging (including all tags, manuals, accessories, and materials).

  • You must provide proof of proper storage, confirming that the product was kept indoors and protected from temperature extremes, humidity, or outdoor exposure (to ensure battery integrity).

  • Proof of purchase (receipt or invoice) is required.

Eclipse EV reserves the right to reject any return that does not meet these conditions.

To start a return, email contact@eclipseev.com with your order number, proof of purchase, and photos showing that the item remains in its original condition and packaging.

If your request is approved, you’ll receive a Return Authorization (RA) number, a return shipping label, and instructions for sending your product back.

Please note that return shipping costs are the responsibility of the customer, unless the return is due to a confirmed defect or shipping error.

2. Damages and Issues

Inspect your order carefully upon delivery.
If your product arrives damaged, defective, or incorrect, contact us within 48 hours of receipt. Include photos and a description of the issue so we can assess the situation.

If approved, we’ll arrange for a repair, replacement, or refund, depending on the circumstances.

3. Exceptions / Non-Returnable Items

Due to safety and customization factors, certain items are non-returnable. These include:

  • Custom-built or special-order mobility scooters

  • Clearance or final-sale items

  • Gift cards or promotional vouchers

  • Batteries, chargers, or electronics that have been installed or used

  • Products exposed to outdoor conditions or improper storage

Please contact us if you’re unsure whether your item is eligible for return.

4. Refunds

Once we receive and inspect your returned item, we’ll notify you of the approval status.
If approved, we’ll issue a refund to your original payment method within 10 business days.

Please note:

  • Refunds will not be issued for items outside the 30-day period.

  • Items showing signs of use, damage, or improper storage will not qualify.

  • Your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at contact@eclipseev.com.

5. Exchanges

We do not offer direct exchanges.
If you wish to change your product, you may request a return (if eligible under this policy) and place a new order once your return is accepted.

6. Need Help?

We’re here to help with any questions regarding your order, return, or warranty claim.

📧 Email: contact@eclipseev.com
🌐 Website: https://eclipseev.com/
📍 Eclipse EV
355 Hespeler Road, Cambridge, ON, N1R 6B3

Thank you for choosing Eclipse EV — your trusted source for high-quality electric mobility solutions in Canada.