Returns Policy
If you are experiencing any issues with refunds, returns, or exchanges, please contact our staff for support in the first instance.
PRE-ORDER & ORDER CANCELLATION
For all orders (including pre-orders), your payment will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
For bicycles that are in stock, we will arrange for you to be dispatched one working day after you have successfully paid for your order. For bikes that are on pre-order, we will arrange shipping for you as soon as the bike arrives at our warehouse. Due to the high volume of orders and outbound shipments, dispatch times may take up to 25 business days. We understand your anxiety about waiting for your package and will do our best to ensure you receive your beloved bike as soon as possible!
Until we have arranged shipping for your order, you are able to contact our customer service to cancel your order. If you contact us to request a cancellation before the bicycle has been dispatched, this will be done without deducting any fee charges from you.
If you contact us to cancel your order after we have arranged for your bicycle to be shipped and the bicycle is already in transit, this will deduct the 300€ shipping cost from your order for the bicycle. For other accessories, return shipping costs need to be confirmed by contacting our customer service.
Product Change Process:
1. If you wish to request a product change due to quality problems, please contact our customer service within 30 days of receiving the product.
2. Our customer service team will guide you through the verification process to determine if the product indeed has quality issues. If the quality problem is confirmed, we will arrange a return shipping label for you, and you will not incur any additional costs.
3. Once the product is received at our warehouse and inspected, we will process the replacement and dispatch the new item to you. If the replacement is not available, we will offer a refund.
4. If the product has no quality problems and you still want to change it, please refer to the "Change eligibility" conditions mentioned in the product change policy. Ensure the product is unused, free of dust, dirt, or odor, in its original packaging, and bear the return shipping costs of €300 (shipping costs for returned models: €150, for new models: €150) . Contact our customer service within 15 days of receipt for further instructions.
5. After 30 days from the date of receipt, no product changes will be accepted under any circumstances.
Product Returns Process:
1. If you wish to return a product within the first 30 days of receipt, please contact our customer service to initiate the return process.
2. Ensure the product is unused, free of dust, dirt, or odor, and in its original packaging. You will be responsible for the return shipping costs, which amount to €300.
3. Once we receive the returned product at our warehouse and confirm that it meets the return policy requirements, Refunds will be issued through the original payment method used for the purchase.
4. Please note that the return and replacement processes involve shipping the product back to our warehouse for inspection before any further action is taken. If you have any questions or concerns, feel free to contact our customer service for assistance.
5. PLEASE NOTE: If you have chosen to return your bike, please pack the bike in the parcel in the same way as it was originally packed, placing all of the accompanying accessories (e.g. PC Bottle Cage, Tools, etc.) into the cardboard box that came with the bike. Seal the cardboard box of the bike with tape and stick the return label we have provided you with on the cardboard box. If you are not sure about how to pack your bike, feel free to contact our customer service for help.
Email: support@moveloopebikes.com
6. For the return shipping costs, if you receive the bike or accessories, there is no quality problems, the reason for the return is your personal reasons for the need to return, return to the warehouse of any costs need to be borne by you.
If your bike or accessories have quality problems, please contact our customer service at the first time, send us the video or pictures of the bike or accessories with quality problems, and we will help you solve the problem. If the problem still can't be solved, we will replace it again for you. If you don't want a replacement and choose to return your bike or accessory, we will pay for the shipping costs.
7. Bike Return Address Note: If you have packed your bike according to the packing method we provided and the accessories that came with the bike have been put into the carton, please contact our customer service to confirm the return address. Because the return address is different for different products, in order to avoid the loss of the returned items, please contact us to start your return process.
🚨 If you return the bike to the address without contacting us in advance, resulting in the loss of the bike or accessories, you will be liable for this loss. So, please contact our customer service in advance to confirm your return process.
Email: support@moveloopebikes.com
Return address:
Address: Room 503, No. 36, Zhongfang, Xiacun Community, Nanwan Street, Longgang District
Postal code: 51810
City: Shenzhen
Phone: +8618060018030
Country: China
8. If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
All accessories
Special orders
Used items, except in EXTREME cases of breakage/malfunction
LATE OR MISSING REFUNDS
If you haven’t received a refund after 2 days of approval, please check your bank account again and contact your credit card company/bank, as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@moveloopebikes.com
Refund
1. For any product that you return correctly in accordance with this policy, we will refund the price you paid to us.
2. We will not refund you the original shipping costs of €300 associated with the returned product.
3. We will not refund to you any costs incurred in returning the product to us.
Improper return
1 If you return a product that violates this policy, and you do not have any other legal right to a refund or exchange the product:
(a) We will not refund the purchase price or exchange the goods;
(b) We may keep the returned products until you pay us. Additional fees that we may charge for re-delivery of returned products;
(C) If we do not receive the additional payment within 30 days, we may dispose of the product ourselves.