***Please contact support@urbanbikesdirect.com for all requests for returns for Mokwheel products ***

Below is Mokwheel's Return Policy for their products. For non-quality issues, customers can request a replacement or return within 15 days of receiving the product. A 5% processing fee will be charged, but it can be waived for the customer if a replacement order is received. For shipping damages, Mokwheel will do its best to service you and provide all the parts necessary and cover the service costs. The customer is also responsible for the shipping cost of $150 both ways. Mokwheel will provide the return shipping label and designate a carrier to collect the return package.

 

To begin a return & refund process, the following must apply:

 

1. All returns and refunds must be within 15 days of purchase.

 

2. 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.

 

3. All returns will embody a processing fee and the shipping fee at one’s own expense.

 

4. All e-bikes must not have any wear, dirt, scratches, odors 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.).

 

5. All E-bikes over 10miles in total mileage cannot be refunded.

 

Return methods:

 

1. You must obtain a pre-authorized and pre-paid return shipping label from Mokwheel and the shipping service will be provided by FedEX or USPS and shipping fees are $150.

 

2. Provide a shipping label with tracking of your choice to our directed warehouse at 1755 W.Walnut Parkway,Compton,CA 90220,USA.

 

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 no fees for order cancellations, however if the product has been already shipped from our warehouse, there will be a $150 shipping & handling cost that you will have to cover.

 

Card processing fee:
We will deduct 5% from your refund to cover card processing fees.

 

Refunds

 

Refunds will be processed within 2 days once the product is confirmed returned at our warehouse. 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.

 

Shipping damage returns

 

Customers may reject packages due to severe shipping damage (functionality that affects use), 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.

 

*Definition of a severely damaged item: the main structure of the product is significantly deformed in a way that affects its normal function in any way.

 

Note: The following conditions will be considered normal and will not apply to the free exchange or refund policy.

1. Minor damage to the outer packaging.
2. Slight scratches or paint loss on the product.
3. Bent parts due to shipping.
4. Damaged bike parts on the handlebar.
5. Damage to parts or wearing parts after excessive use.
6. Damage to parts or wearing parts after a certain time or a certain number of uses

Note: We do not accept any shipping damage returns after 7 days of receiving the product.

Model Exchanges/Order Modifications

 

In the event a customer wishes to modify an order to purchase a different model, please refer to our shipping policy to modify the order. We are unable to modify an order after the customer has received the product.

 

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.

 

There will be no processing fees but a $150 shipping fee is required.

 

Non-refundable items include, but are not limited to:

1. Replacement parts
2. All accessories
3. Special orders
4. Used items, except for extreme cases of breakage/failure
5. Gift cards and freebie orders