1. Generalities

Order cancellations must be made before the order is processed for shipping. Once an order has been shipped, it cannot be canceled, but the customer may choose to return the product according to our Returns and Refunds Policy.
To cancel an order, please contact our customer service team, providing your order number and purchase details.

2. Cancellations Before Shipment

Cancellation Policy: Orders can be cancelled within the first 24 hours after placement.
Refund: If the cancellation is made within this timeframe, the full order amount will be refunded via the original payment method.

3. Cancellations After Shipping

Once the order has been shipped, it cannot be cancelled. In this case, the customer must wait to receive the order and then initiate the return process if desired.
Please see our Returns and Refunds Policy for more information on how to return a product and obtain a refund or exchange.

4. Exceptions

In case of defective products or shipping errors, customers can request a cancellation and full refund at any time. In these cases, please contact our customer service immediately.

5. Cancellation Procedure

Contact our customer service team at servicio@ebikenn.com within the specified timeframe.
Please provide your order number and purchase details.
You will receive a cancellation confirmation and refund details (if requested) within 2 to 5 business days.