Refund Policy

Customers must contact E Moto Co and receive written return authorization before sending any product back.

Do not ship or deliver a product to E Moto Co without an RMA number and written return instructions. Unauthorized returns may be refused and returned to the sender at the sender's expense.

The return address and any special shipping instructions will be provided after the return request is approved.

An RMA authorizes E Moto Co to receive and inspect the approved product. It does not guarantee a refund, replacement, exchange, warranty approval, or other final outcome.

A new electric motorcycle or electric bike may be considered for return when:

• The return request is submitted within five calendar days of confirmed delivery.
• The product is unopened and unused.
• The product has not been assembled, ridden, charged, registered, modified, damaged, or removed from its original factory packaging.
• All original packaging, manuals, keys, chargers, accessories, hardware, and included components are present.
• The serial number matches the unit sold by E Moto Co.
• The return is approved in writing before shipment.

Once a bike has been assembled, ridden, charged, modified, registered, damaged, or placed into service, it is not eligible for an ordinary return.

Electric bikes assembled for customer pickup or local delivery are generally not eligible for an ordinary return after possession has been completed. Defective-product and warranty rights remain separate and are described below.

Eligible parts, riding gear, helmets, accessories, and apparel may be considered for return when the return request is submitted within 14 calendar days of confirmed delivery.

The product must be:

• New and unused
• Uninstalled
• Unmodified
• Clean and undamaged
• Complete with all included components
• In its original packaging
• Accompanied by original tags, labels, manuals, and accessories

Apparel must be unworn, unwashed, and free from odors, stains, pet hair, or other signs of use.

Helmets and other safety equipment must remain unopened, unworn, and in original sellable condition. Opened or worn helmets and safety equipment are not returnable for health and safety reasons.

Products believed to be defective must be reported to E Moto Co as soon as reasonably possible.

Defective products are handled through a technical and warranty review rather than automatically through the ordinary return process. E Moto Co may require:

• Photos or videos
• Serial-number verification
• Diagnostic information
• Installation information
• Odometer or usage information
• Inspection by E Moto Co or the manufacturer
• Return of the affected component for evaluation

Depending on the product, circumstances, and applicable warranty, the available remedy may include diagnosis, repair, replacement parts, manufacturer warranty support, replacement, or another approved resolution.

Reporting a defect does not automatically guarantee a refund.

Contact E Moto Co promptly if we shipped the wrong product, variant, size, color, or quantity.

When E Moto Co confirms that we made the fulfillment error:

• E Moto Co will provide approved return instructions.
• E Moto Co will cover reasonable authorized return-shipping costs.
• Original outbound shipping charges associated with the incorrect item may be refunded.
• E Moto Co will work with the customer on the appropriate correction.

Do not purchase return postage before receiving written instructions unless E Moto Co specifically authorizes it.

Visible shipping damage should be reported within 48 hours of delivery.

Customers should:

• Keep all original packaging
• Photograph the product and packaging
• Photograph the shipping label
• Document visible damage before assembly or use
• Avoid discarding damaged packaging or components
• Contact E Moto Co before attempting a repair

Shipping-damage claims may require carrier review. Do not ship a damaged bike, battery, or battery-containing product without written instructions from E Moto Co.

The following are not eligible for ordinary return unless E Moto Co confirms a fulfillment error or applicable law requires otherwise:

• Used, ridden, installed, assembled, charged, or energized products
• Electrical components that have been installed or connected
• Opened or worn helmets and safety equipment
• Modified, programmed, tuned, cut, drilled, painted, or customized products
• Customer-damaged products
• Products missing packaging, hardware, accessories, manuals, keys, chargers, or components
• Special-order products
• Custom-order products
• Final-sale or clearance products marked as final sale
• Products with altered, removed, or mismatched serial numbers
• Used or Certified Pre-Owned bikes unless the listing or written sales agreement states otherwise
• Labor, assembly, installation, delivery, and diagnostic services
• Original shipping charges, except when E Moto Co confirms a fulfillment error
• Products returned without prior authorization

Lithium batteries and battery-containing products must not be shipped without written instructions from E Moto Co.

Unless E Moto Co confirms that the wrong product was shipped, the customer is responsible for all return-shipping costs.

Customers are responsible for:

• Proper packaging
• Shipping insurance
• Tracking
• Carrier charges
• Compliance with carrier restrictions
• Damage or loss occurring during return transportation

E Moto Co is not responsible for a return shipment that is lost, damaged, improperly packaged, or sent without authorization.

Original shipping charges are nonrefundable unless E Moto Co confirms that it shipped the wrong product or otherwise made the fulfillment error.

E Moto Co does not charge a restocking fee for an approved return that fully complies with this policy.

Products returned in a used, damaged, incomplete, altered, installed, or materially different condition may be denied and returned to the customer at the customer's expense.

All returned products are inspected before a refund is approved.

Inspection may include:

• Serial-number verification
• Product-condition review
• Packaging and component review
• Installation or usage review
• Odometer or operating-hour review
• Damage assessment
• Functional or diagnostic testing

A return received by E Moto Co is not automatically considered accepted or refundable.

Approved refunds are issued only to the original payment method used for the purchase.

Purchases made using Synchrony financing will be credited back to the original Synchrony account. E Moto Co does not issue a cash refund, check, or refund to a different card or account.

After a return is received, inspected, and approved, E Moto Co will generally submit the refund within 5–10 business days.

The customer's bank, card issuer, or financing provider may require additional processing time before the credit appears on the account.

Refunds do not include original shipping charges unless E Moto Co confirms that it shipped the wrong product or made another fulfillment error.

Standard-stock orders cancelled before shipment are eligible for a full refund to the original payment method.

Once an order has shipped, it can no longer be cancelled and must follow the applicable return process.

Special-order, preorder, reservation, custom, and final-sale products may have separate cancellation terms disclosed before purchase. Once E Moto Co submits a special order to a supplier or manufacturer, cancellation may not be available.

If E Moto Co cannot fulfill an order, any required refund will be returned to the original payment method.

To request a return or report an order problem, contact E Moto Co using one of the following methods:

Email: emotocousa@gmail.com
Phone: 208-582-3674
Location: Hayden, Idaho

Customers may also use the contact form on the E Moto Co website.

Please provide:

• Customer name
• Order number
• Product name
• Quantity
• Reason for the request
• Product serial number, when applicable
• Photos or videos requested by E Moto Co
• Description of the product's condition
• Confirmation of whether the product was opened, installed, assembled, charged, ridden, or used

E Moto Co will review the request and provide the next steps. Do not return the product until an RMA number and written instructions have been issued.

E Moto Co may deny a request involving:

• False or misleading information
• Serial-number mismatch
• Product substitution
• Missing merchandise
• Undisclosed damage or use
• Chargeback abuse
• Fraudulent documentation
• Repeated policy abuse
• Unauthorized return shipment

Nothing in this policy limits rights that cannot legally be waived.

Questions about this Refund Policy may be directed to:

E Moto Co
Hayden, Idaho
Email: emotocousa@gmail.com
Phone: 208-582-3674