Return and Refund Policy

Last Updated: August 19, 2026

This Return and Refund Policy explains how returns, exchanges, refunds, damaged items, missing items, warranty-related issues, deposits, special orders, and service-related fees are handled by Picarlo.

Picarlo is operated by AVNU Corporation and provides e-bike parts, upgrade kits, repair, installation, diagnostics, tuning, and related services.

By placing an order, approving a quote, paying a deposit, or authorizing service, you agree to this Return and Refund Policy.

1. Return and Exchange Window

For eligible products, customers may request a return or exchange within 7 calendar days from the date the product is received.

To be eligible, the product must generally be unused, uninstalled, unmodified, and in its original condition with original packaging, accessories, manuals, labels, serial numbers, and proof of purchase.

Installed products may be eligible for exchange or warranty review, but they are generally not eligible for a standard return or refund once installed, connected, powered on, charged, programmed, configured, tested, or used.

2. Return Eligibility

A product may be eligible for return only if:

- The return request is submitted within 7 calendar days after receipt.
- The product is unused, uninstalled, and in original condition.
- The product is not damaged, modified, cut, altered, programmed, powered on, charged, tested, road-used, or electrically connected.
- The product is returned with all original packaging, accessories, manuals, labels, serial numbers, and included components.
- The customer provides proof of purchase, such as an invoice, receipt, or order confirmation.
- Picarlo authorizes the return before the product is sent back.

Picarlo may inspect returned products before approving a refund or exchange. A return request does not guarantee that a refund or exchange will be issued.

3. Non-Returnable or Final Sale Items

The following items may be final sale or ineligible for standard return:

- Installed products.
- Used products.
- Products that have been powered on, electrically connected, charged, configured, programmed, paired, tested, or road-used.
- Batteries, chargers, controllers, motors, displays, throttles, wiring harnesses, sensors, adapters, and other electrical components once installed, connected, charged, programmed, configured, tested, or used.
- Custom-configured, special-order, modified, fabricated, programmed, or vehicle-specific products.
- High-performance or off-road products that have been installed, configured, programmed, tested, or used.
- Products damaged by improper installation, water exposure, moisture, rain damage, corrosion, accident, misuse, voltage mismatch, unauthorized modification, third-party parts, customer-supplied parts, improper charging, or improper storage.
- Clearance, closeout, liquidation, or final-sale items clearly marked before purchase.

If an installed or electrical product appears defective, the issue will generally be reviewed under Picarlo’s Warranty & Service Policy rather than handled as a standard return.

4. Damaged, Missing, or Incorrect Items

If your product arrives damaged, missing parts, or incorrect, please contact Picarlo within 7 calendar days after delivery.

You may be required to provide:

- Your order number or invoice.
- Photos of the shipping box.
- Photos of the shipping label.
- Photos of the product.
- Photos of the damaged area or missing parts.
- An unboxing video, where available.
- A description of the issue.

For shipping damage or visible mechanical damage, an unboxing video may be required to help determine responsibility.

If an item is missing, Picarlo may send the missing part after review.

If the product cannot function properly, Picarlo may require technical review, photos, videos, diagnostic information, or in-store evaluation before providing repair, replacement, exchange, parts reshipment, refund, store credit, or another remedy.

Reports submitted after 7 calendar days may not be eligible for shipping damage, missing item, or incorrect item review.

Please do not install, modify, discard, repair, or continue using a visibly damaged or incorrect electrical component before contacting Picarlo, unless necessary to prevent immediate harm.

5. Warranty-Related Issues

If a product has a quality issue during the applicable warranty period, Picarlo may provide repair, replacement, exchange, replacement parts, technical support, or another remedy depending on the issue.

For products sold by Picarlo:

- BK750W kits: 18 months warranty from the date of sale.
- BK1010W kits: 18 months warranty from the date of sale.
- BK1510W kits: 18 months warranty from the date of sale.
- Other accessories: 12 months warranty from the date of sale.
- Labor and service parts: 12 months warranty, unless otherwise stated in writing.

Warranty review may require an invoice, order number, photos, videos, diagnostic information, or in-store inspection.

Warranty does not cover issues caused by improper installation, water exposure, moisture, rain damage, unauthorized modification, private tuning, voltage mismatch, incompatible third-party parts, customer-supplied parts, accidents, human damage, off-road abuse, misuse, or failure to maintain the product or vehicle.

Warranty claims are governed by Picarlo’s Warranty & Service Policy.

6. Service Fees and Labor Charges

Diagnostic fees, inspection fees, tear-down fees, consultation fees, installation labor, repair labor, programming fees, configuration fees, tuning fees, custom-work fees, testing fees, pickup or delivery fees, and completed service charges are generally non-refundable once the work has been performed.

These fees compensate Picarlo for labor, technical work, scheduling, inspection, testing, installation, troubleshooting, and service time already provided.

If service has not yet begun, cancellation and refund eligibility will depend on whether labor time was reserved, parts were ordered, preparation began, or other costs were incurred.

7. Deposits

Picarlo may require deposits for special-order parts, high-performance kits, batteries, controllers, motors, programmed components, custom modifications, major repairs, or labor-intensive service projects.

Deposits may be refundable, partially refundable, or non-refundable depending on the stage of the order or service.

A deposit may become partially or fully non-refundable if Picarlo has already:

- Ordered or purchased special parts for your vehicle or project.
- Reserved significant labor or appointment capacity.
- Begun diagnostics, tear-down, fabrication, programming, configuration, testing, or installation.
- Performed custom work or modified a product for your order.
- Incurred supplier cancellation fees, shipping costs, restocking fees, or other non-recoverable expenses.

Any remaining refundable balance will be determined after subtracting applicable costs and charges, to the extent permitted by law.

8. Special Orders and Custom Orders

Special-order and custom-order products are products obtained, configured, fabricated, programmed, modified, or reserved specifically for a customer, vehicle, or project.

Because Picarlo may incur non-recoverable costs before delivery or installation, special orders and custom orders may be final sale or subject to limited cancellation rights.

If you request cancellation, Picarlo may deduct supplier cancellation charges, non-refundable deposits, shipping costs, customs or import charges, restocking fees, completed labor, programming fees, and other costs already incurred for your order.

9. Return Shipping

Unless otherwise stated in writing, customers must contact Picarlo before sending back any product.

For approved returns, Picarlo will provide return instructions. Unauthorized returns may be refused, delayed, or returned to the sender.

For return, exchange, or warranty situations approved by Picarlo, shipping responsibility will be handled according to the specific case and applicable written approval. If the issue is confirmed as a Picarlo responsibility or covered warranty issue, Picarlo may cover shipping as applicable.

Customers are responsible for properly packaging returned products. Picarlo is not responsible for returned items lost or damaged in transit due to poor packaging or use of an unauthorized carrier.

Do not ship lithium-ion batteries or other regulated items to Picarlo unless Picarlo has provided written shipping instructions.

10. Refund Processing

Approved refunds will generally be issued to the original payment method unless another method is required or agreed to in writing.

Approved refunds may be reduced by applicable restocking fees, return shipping costs, non-refundable deposits, completed service fees, labor charges, special-order costs, damage deductions, missing-component deductions, or other disclosed and lawful charges.

After Picarlo issues a refund, your bank, card issuer, payment processor, or financing provider may require additional time to post the credit to your account. Picarlo does not control third-party posting times.

11. Chargebacks and Payment Disputes

If you have a concern about an order, return, service charge, deposit, or refund, please contact Picarlo first so we can review the transaction and attempt to resolve the issue.

Initiating a chargeback does not automatically cancel an order, erase a valid service balance, or change the condition of a product or service. Picarlo may provide order records, signed authorizations, service records, photos, communications, invoices, delivery records, and other transaction documentation to the payment processor or financial institution handling the dispute.

Nothing in this section limits any rights you may have under applicable payment-card or consumer-protection law.

12. Customer-Supplied Parts

Customer-supplied parts are not products sold by Picarlo and are not eligible for a Picarlo product return or refund.

Labor, diagnostics, installation, removal, testing, or other services performed in connection with customer-supplied parts are generally non-refundable once performed.

If a customer-supplied part is defective, incompatible, unsafe, incomplete, or causes additional work, the customer remains responsible for applicable labor, diagnostic, removal, reinstallation, and related costs unless Picarlo agrees otherwise in writing.

13. Contact Us

To request a return, exchange, refund, or warranty review, please contact us:

Picarlo
1773 W San Bernardino Rd, STE E70
West Covina, CA 91790
United States

Email: info@picarlo.com
Phone: 323-739-9199