Return & Refund Policy

1Return Window & Eligibility

Returns are accepted within the return window applicable to your order, which is stated on your order confirmation and on the product page at the time of purchase.

If you are not sure whether your order is still within its return window, please contact us before sending anything back so we can confirm eligibility first.

To be eligible for a return, the item must meet all of the condition requirements described in the next section.

2Condition Requirements

Unopened and Unused

Returns are only accepted if the product is still in its original packaging and has not been assembled, tested, charged or ridden. Once a product has been opened, assembled or used, it is considered used and may no longer qualify for a return.

Undamaged and Complete

Returned items must be in new condition, with no scratches, dents, damage or signs of misuse, and must include all original parts, accessories, manuals and paperwork.

Products showing physical damage, missing parts or improper handling may be rejected, or may be subject to additional charges based on the inspection result.

3Non-Returnable Items

The following items are generally not eligible for return or refund:

• Items that have been used, assembled, modified or damaged after delivery
• Batteries returned for reasons unrelated to quality or performance
• Customized or special-order items
• Final sale or clearance items
• Gift cards

If you are unsure whether a specific item can be returned, please contact us before placing your order or before sending the item back.

4How to Start a Return

1. Submit a request — email our support team with your order number, the item you would like to return and the reason for the return.
2. Review and approval — our team reviews your request and replies with the approval status.
3. Receive instructions — approved requests receive return instructions and, where applicable, a return shipping label. Please do not return any item before receiving authorization.
4. Ship the item — pack the item securely in its original packaging and ship it following the instructions provided.
5. Inspection and processing — once the returned item is received, it is inspected and processed, and we will notify you of the result.

5Exchanges

Before Shipment

• Exchanges requested before your order ships are free of charge for products of the same price.
• If you exchange for a different model, color or configuration, you are responsible for paying any price difference.

After Delivery

• Exchanges after delivery follow the same eligibility rules as returns: the item must be unused, undamaged and complete, and the request must be made within the applicable return window.
• Exchanges for a different model may be subject to a price difference and, where applicable, return shipping costs.

Defective or Damaged Items

If your item has a verified manufacturing defect or quality-related issue, we will first offer replacement parts or technical support to resolve the issue whenever possible.

If an exchange is approved for a verified defect, damage or our own shipping error, related shipping costs are covered by MOTOVELO.

6Order Cancellation

Before Shipment

Orders may be cancelled before shipment. Please contact us as soon as possible if you wish to cancel. In some cases, payment processing or banking fees already incurred may be deducted from the refund.

After Shipment

Once an order has shipped, it can no longer be cancelled directly. If you still wish to return it, the request is handled as a standard return after delivery, and return shipping costs and any applicable handling or restocking charges may apply.

7Return Shipping Costs & Fees

If the return is caused by the customer — for example a change of mind, an incorrect order, or the item is no longer wanted — the customer is responsible for return shipping costs. Original shipping charges are non-refundable, unless the return results from an error on our part or unless otherwise required by applicable law.

If the return is caused by MOTOVELO — for example a damaged product, an incorrect shipment, or a verified defect — we cover the related shipping costs once the issue has been reviewed and confirmed by our support team.

Return shipping costs and any applicable handling, inspection or restocking charges vary by item and location. Please contact our support team before sending anything back — we will confirm the applicable cost and provide return instructions.

Because the bike and the battery ship separately, they must also be returned separately. Combining them into a single return shipment may result in additional charges or rejection by the carrier.

8Damaged, Defective or Incorrect Items

Please inspect your order as soon as it is delivered. If your item arrives damaged, defective, incorrect or with missing parts, contact us promptly after delivery. To help us review your claim, you may be asked to provide:

• Your order number
• Photos or videos clearly showing the issue
• Photos of the shipping carton and packaging
• A dated photo of the affected component
• Any relevant shipping or delivery documentation

Please keep all original packaging and paperwork until your claim has been reviewed and resolved.

After review, confirmed issues may be resolved with replacement parts, an exchange, compensation, or another appropriate solution depending on the circumstances. Claims of this kind are time-sensitive — please inspect your order immediately after delivery.

9Refunds

Once we receive and inspect your returned item, we will notify you of the approval status of your refund.

If your refund is approved:

• It is issued to the original payment method used for the order
• Any applicable shipping, handling or restocking charges may be deducted
• Processing and posting time depends on your bank or payment provider

Late or Missing Refunds

If you have not received your refund after it has been approved:

1. Check your bank account again.
2. Contact your credit card company or payment provider — posting times vary.
3. Contact your bank, as processing times may vary.

If the issue persists, please contact our support team and we will help you follow up.

10Unauthorized Returns & Rejected Items

Please contact our support team before sending any return.

• Unauthorized returns may not be accepted or processed by our warehouse.
• Items that do not meet the return conditions may be rejected and sent back to you at your expense.
• Unauthorized or non-compliant returns may be subject to additional handling or restocking charges.

11Important Notes

• Authorization required — always contact us before returning an item.
• Condition matters — items must be unused, undamaged, complete and in their original packaging.
• Battery safety — because the bike and battery ship separately, they must be returned separately and in accordance with the instructions we provide.
• Ownership of risk — the customer is responsible for the item until it is received and inspected at our facility, so please pack it securely and use a trackable shipping service where possible.
• Right to refuse — we reserve the right to refuse returns that do not meet the conditions of this policy.