SHIPPING
You can pick up e-bikes at our Ottawa location at 1231 Newmarket St or arrange for your e-bike to be delivered to you (additional charges may apply). Please note that e-bikes vary in size and weight, which will affect the way we transport the bike to you.
In the event a product arrives damaged, you are required to report any damage to Derand within 7 days of receiving the ebike, with pictures or videos of any shipping damage and proof of purchase. The cost of shipping for warranty parts will not be covered under warranty unless Derand agrees in writing to cover the shipping cost. Transport of the bike to and from Derand for warranty purposes is the responsibility of the ebike owner. Shipping damage is not covered if you choose your own shipping method or freight forwarder.
If minor damage that is cosmetic only, you can note the damage on the Bill of Delivery prior to signing off on the shipment and notify us with pictures of the damage. You may be required to return ship the item before receiving a replacement item.
RETURNS
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the original invoice or proof of purchase. To be legible, the electric ride cannot have any physical damage and no Kilometres put onto the vehicle.
To start a return, you can contact us at info@derand.com If your return is accepted, you can then start to arrange the return shipping. You are responsible for return shipping and providing a tracking number to us. Items sent back to us without first requesting a return will not be accepted.