Return & Refund Policy

Guidelines

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 product exchanges.

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:

1. All returns and refunds must be within 15days of receiving the bike.

2. All bikes over 10miles in total mileage cannot be refunded.

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

4. All 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.). 

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.ca for approval along with photos of the product prior to shipping.

Shipping:

You must provide a shipping label with tracking of your choice to our directed warehouse replying to the confirmation email

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 no processing fees for order cancellations, however if the product has been already shipped from our warehouse prior to arrival, there will be a C$200 recall fee to cover the shipping costs.

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) and open a case with the shipping carrier, Please contact us at support@mokwheel.ca 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 minor 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. Malleableparts bent due to shipping.
4. Replaceable bike parts on the handlebar.

Note: We do not accept any shipping damage returns after 5 days of receiving the product.

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.

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

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.