At Movcan, Your Satisfaction Is Of The Utmost Importance To Us.
Our Quality Control team carefully inspects every item before it ships, and we stand behind the quality of our products. We encourage you to review all product details closely before placing your order. If the item you receive has a quality issue, we’re happy to arrange a quick and easy return or refund. Our support team is always here to help—please feel free to contact us whenever you need assistance.
30 Days Return Policy
We offer a 30-day return policy, which means you can request a return within 30 days of receiving your item.
Non-quality issues
(1) The bike is brand new and unused.
Within 30 days of receipt: full refund(excluding shipping Fee). Buyers pay the return shipping fee； and a 15% restocking fee based on the product price will be charged.
(2)The bike is used.
Within 30 days of receipt: full refund(excluding shipping Fee). Buyers pay the return shipping fee, and a 20% restocking fee based on the product price will be charged.
Shipping Damage / Quality Issues
Report to us within 7 days of receipt: the buyer is eligible for a full refund with no return shipping or handling fees, or may choose to exchange for another electric bike.
**Note: Any shipping damage or quality issues must be reported within 7 days of delivery. Please provide clear photo or video evidence of the problem.If we do not receive a report and the required evidence within this 7-day window, we will assume the product was delivered in good condition and may not be able to offer replacement, compensation, or further support.
No returns After 30 Aays
All returns must be made within 30 days of delivery and items must remain undamaged and in original condition.
Cancellation Policy
We usually ship orders within 1–2 business days, and you have the right to cancel your order before it is shipped. Therefore, please double-check your address, phone number, order details, and other information as soon as you place your order.
Once your order has entered the processing queue at our fulfillment center, we’re unable to make any changes or cancellations. If you notice any issues with your purchase, please contact our customer service team immediately for assistance.
Order Modification
Before Shipment: Please contact support@movcan-bike.com free of charge to proceed with this process.
After Shipment: Modifications are not allowed.
Refused Shipments
If you refuse delivery of an order that has already been shipped, we reserve the right to charge a 15% restocking fee (based on the order amount) plus all shipping costs for each e-bike. Please note that once an order has been shipped, it cannot be changed or canceled.
If a shipment is refused and returned to us, it will be processed as a return. A refund will be issued to your original payment method in accordance with our return policy, with the 15% restocking fee and all shipping costs deducted.
Return or Exchange Process
To begin a return or exchange process, the following must apply:
All returns and refunds must be completed within 30 days of receiving the bike.
Bikes with over 50 miles of total mileage are not eligible for a refund.
For returns not related to product quality, a handling fee and shipping costs will apply, which are the responsibility of the buyer.
All returns must use the original packaging and shipping box. The bike must be undamaged, free from wear, dirt, scratches, or any signs of use, and include all original items (battery, charger, keys, accessories, etc.).
If the packaging or shipping box is damaged or discarded, the customer will lose the right to return the product for any reason, including defects.
Note：
All returns must be pre-approved. Once approved, Movcan will send a confirmation email with return instructions.
To start a return, please email support@movcan-bike.com for approval and include photos of the product before shipping. We will generate a return label, and the courier company will pick up the package.
Return Process
1. If you purchased the product on the official website https://movcan-bike.com/, please contact us at support@movcan.com.
2. You must show a receipt or proof of purchase, we will check and contact you.
3. We will generate a return logistics waybill, which will be picked up by the courier company.
4. After the warehouse receives the return inspection confirmation, the refund will be processed within 72 hours.
5. It may take some time for the refund to appear on your account. Processing refunds usually take 3-7 business days.
If you have completed all these steps and have not received your refund, please contact us at support@movcan.com.
Delayed or lost refunds (if applicable)
If you haven't received your refund, please double-check your bank account.
After that, get in touch with your credit card company. It may take some time for your refund to appear on your credit card.
After that, contact your bank. Processing refunds usually take 3-7 business days.
If you have completed all these steps and have not received your refund, please contact us at: support@movcan.com.
