Return, Exchange, Refund Policy

1 | Order Cancellation (Remorse Return)

2 | Return, Exchange, Refund Policy
We accept returns and exchange for defective, or non-defective of eBikes. We pay for the return freight and there is no restocking fee for the return or exchange if the eBike is new and slightly used, the period is 30 calendar days from the date of delivery. If you decide to return your electric bicycle within this period, please ensure the following conditions are met:



3 | How to Return
1. Return material authorization (RMA) number is needed for the buyer to return the purchase. Request authorisation first – open a ticket at Contact Us.
2. The return address is the USA Warehouse Address. USA Warehouse Address for dispatch orders, local pickup, and return as follows:
JH FULFILLMENT INC
2301 Cottontail Ln, Somerset, New Jersey, 08873, US
+1 646-755-0516
Max Handling Time (business days): 2 business days
Fulfilled: Mon-Fri; Order Cut Off Time: 14:00PM (EST).
Working Time: Mon-Fri: 09:00AM - 17:00PM (EST) (12:00PM-13:00PM Break Time)
3. Once approved we’ll email you a prepaid return label and packing instructions, you can download and print the return label, Return label no cost, $0.00 USD Restocking fee, and then use return method with return by mail.
4. Un-authorised parcels will be refused. If you arrange your own shipping you assume all cost and risk of loss.

4 | Refund Processing Time
After the returned item passes inspection, the refund processing time is 10 calendar days. If 15 calendar days you not receive refund, please contact us, we'll follow up for you.
Your bank or card issuer controls when the credit appears in your account.

5 | Damages
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and resolve it accordingly. Sustained substantial damage in transit. Please take photos and videos when signing for the package, and be sure to note the damage on the receipt, provided that the damage proof issued by the carrier can be provided to us. If the package is damaged after signing for it, please contact the local shipper branch within 5 days of signing for it. Obtain a damage assessment report from the agency.
If the product is lost/damaged, you need to provide the following information for us to investigate the complaint:
- Claim Number
- Name, quantity, and declared value of the damaged product.
- Product image
- Packaging image with labels
- Recipient name and contact information

Note: The investigation of lost/damaged goods must be conducted within 14 natural days from the date of receipt. If it is overdue, it will not be investigated.
Warm reminder: Please keep all packaging materials to assist in the investigation. If the outer packaging of the package and its internal filling are no longer retained, it is impossible to apply for a damage investigation.

6 | Additional Notes
- One more reminder: Keep the original packaging until you decide to keep the bike.
- Moveloop reserves the right to inspect and verify all quality claims.
- Intentional or accidental damage, abuse, and normal wear-and-tear are excluded from all refunds, exchanges and warranties.

If you have any questions, feel free to contact us.
Moveloop eBikes
Business Headquarters: Shenzhen Dingdangchuang Technology Co., Ltd.
Address: Room 503, No. 36, Zhongfang, Xiacun Community, Nanwan Street, Longgang District, Shenzhen, Guangdong, China 518100, China
Contact Phone Number: +8618060018030
Email: support@moveloopebikes.com
Working Time: Mon-Fri: 09:00AM - 17:00PM (EST)