Guidelines
For non-quality issues: customers can request a replacement or return within 15 days of receiving the product. A 5% transaction processing fee will be charged, but it can be waived for product exchanges. This does not go to Mokwheel, it was retained by the financial service that processed your online payment as their fee. You must provide a shipping label with tracking of your choice to our directed warehouse after approval by email.
For product defects: Mokwheel will do its best to service you and provide tech support to fix simple issues. Mokwheel will also provide replacement parts necessary and cover the entire repair fee associated with the damages.
For shipping damages: Mokwheel will do its best to service you and provide all the parts necessary and cover the service costs.
To begin a return or exchange process, the following must apply:
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All returns and refunds must be within 15 days of receiving the bike.
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All bikes over 10 miles in total mileage cannot be refunded.
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All returns will embody a processing fee and the shipping fee at one’s own expense.
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All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, or any signs of use and must be in the same packaging and condition as you received them, and must include all items in the box (battery, charger, keys, hardware, etc.). If the packaging or shipping box is destroyed or disposed of, the customer forfeits their ability to return item for defects or any other reason.
Procedure:
All returns must be approved prior to shipping back to us. Once the return cancellation request is approved, Mokwheel will send a cancellation notification email to the customer via email. If a product is returned without our approval, there will not be any refunds. Mokwheel refuses all shipments that are not scheduled to arrive. To begin this process, please email support@mokwheel.com for approval along with photos of the product prior to shipping.
Shipping:
Our bikes are usually shipped out the next business day. If the bike has already been shipped, a $150.00 shipping fee will be required for any shipping alternations.
Note: Mokwheel is not responsible for return shipping costs and it is the customer's responsibility to ensure the safety of the shipment and the success of the return, and must choose a signature confirmation service for the shipment. Mokwheel is not responsible for any damage, loss or other incident in transit to the shipment returned by the customer. It is highly recommended to add additional shipping insurance for the returned parcels.
Fees:
There will be a 5% transaction processing fee for all order cancellations, however it will be waived for bike exchanges. This does not go to Mokwheel, it was retained by the financial service that processed your online payment as their fee. If the bike has already been shipped from our warehouse, there will be an additional $150 shipping & handling fee required.
The purchase price of any bike includes the cost of one shipment. If the bike has already been shipped and the customer decides to cancel or return $150.00 will be deducted from the refund amount to cover that cost. If the bike has already been shipped and the customer decides to exchange, a $150.00 shipping fee will be required to cover the cost of the second shipment. This is in addition to any fees or costs related to return shipping.
The customer may be charged up to a 20% restocking fee for inspection, repackaging, repairs, and refurbishing. This will be waived if the product is unused.
Shipping damage returns:
Customers may reject packages due to severe shipping damage (functionality that affects use such that the main structure of the product is significantly deformed in a way that affects its normal function in any way.) and open a case with the shipping carrier, Please contact us at support@mokwheel.com with photos or videos of proof to resolve missing and severely damaged parts or other quality-related issues. Our customer service team will help arrange a replacement.
Photos and/or videos are required as evidence in order for us to better understand the problem and effectively resolve it.
Note: The following conditions will be considered minor and will not apply to the free exchange or refund policy.
- Minor damage to the outer packaging.
- Slight scratches or paint loss on the product.
- Malleableparts bent due to shipping.
- Replaceable bike parts on the handlebar.
Note: We do not accept any shipping damage returns after 5 days of receiving the product and all shipping damage claims will be denied.
Model Exchanges/Order Modifications:
Model Exchanges are only available for e-bikes. If you wish to exchange for another model, customers may place a new order for the desired model and return the products from the original order by contacting our customer service in advance. All exchange requests must follow our return policy and receive pre-approval notification from our customer service team in an email. Free shipping does not apply to the exchanged bike.
Non-refundable items:
include, but are not limited to
- Replacement parts
- All accessories
- Special orders
- Used items, except for extreme cases of breakage/failure
- Gift cards and freebie orders
Please note that each of our partner bike stores has its own return and exchange policies and procedures. We do not accept returns on items purchased from bike stores. Please contact the place of purchase to discuss their return policy
Refund Processing:
Refunds will be processed within 2 days once the product is confirmed returned at our warehouse and inspected. If you did not receive the amount after 2 days, please check with your bank for further details. Some refunds may take longer to process than others. If you still do not receive your refund, please contact us.
Note: Any items returned with an order using a discount code will have the entire discount code value subtracted from the refund value, whether you are returning one ebike or multiple ebikes. Refunds will be made after we receive and inspect the Ebike.
