# Policies

Official CEMOTO policies governing purchases, shipping, warranty and data.

# Policies

Official CEMOTO policies governing purchases, ownership and service.

> **Governing source.** Where this documentation and a policy published on cemotoride.com differ, **the policy currently published on the site governs**. CEMOTO reserves the right to interpret, modify or update its policies at any time, and the most current version published prevails in all disputes.

---

## In this section

| Page | Contents |
| --- | --- |
| [Warranty](https://wiki.cemotoride.com/link/391) | Coverage periods, covered components, exclusions, replacement policy, liability limits |
| [Warranty Claims](https://wiki.cemotoride.com/link/389) | How to submit a claim, required evidence, process and timelines |
| [Warranty Registration](https://wiki.cemotoride.com/link/390) | Registering your product and verifying ownership |
| [Returns & Refunds](https://wiki.cemotoride.com/link/387) | Return window, eligibility, fees, refunds, exchanges, refused deliveries |
| [Shipping](https://wiki.cemotoride.com/link/388) | Delivery times, coverage, fees, tracking, signature requirements, damage claims |
| [Payment](https://wiki.cemotoride.com/link/385) | Accepted methods, authorization, fraud prevention, chargebacks |
| [Privacy & Data](https://wiki.cemotoride.com/link/386) | Privacy policy, data sharing opt-out, data deletion |
| [Warranty Policy (external)](https://cemotoride.com/pages/warranty) | The published warranty policy on cemotoride.com |
| [Terms of Service (external)](https://cemotoride.com/policies/terms-of-service) | Store terms of service, on cemotoride.com |
| [Refund Policy (external)](https://cemotoride.com/policies/refund-policy) | Official refund policy, on cemotoride.com |
| [Shipping Policy (external)](https://cemotoride.com/policies/shipping-policy) | Official shipping policy, on cemotoride.com |

> **Official policy text.** The full legal agreements — the Terms of Service and the standalone Cancellation, Subscription and Intellectual Property policies — are maintained on [cemotoride.com](https://cemotoride.com) and are linked above rather than reproduced here. This section summarises the operational parts of CEMOTO's policies that customers ask about most — warranty, returns, shipping and payment — and links to the governing text.

---

## Quick reference

| Question | Answer |
| --- | --- |
| **Standard warranty** | 1 year limited warranty against manufacturing defects |
| **Frame** | 12 months |
| **Battery** | 12 months |
| **Controller** | 12 months |
| **Motor** | 12 months |
| **Instrument panel (display)** | 6 months |
| **Wear parts** | Not covered |
| **Return window** | 15 days from delivery |
| **Refund processing** | ~10 business days after inspection |
| **Shipping damage claim window** | 7 calendar days from receipt |
| **Shipping coverage** | 48 contiguous US states |
| **Signature requirement** | Orders valued at $300 or more |
| **Free shipping** | Yes, on all orders |
| **Extended warranty** | Not offered |

---

## Related pages

- [FAQ](https://wiki.cemotoride.com/link/367)
- [Contact & Support](https://wiki.cemotoride.com/link/378)
- [Warranty Claims](https://wiki.cemotoride.com/link/389)
- [Privacy & Data](https://wiki.cemotoride.com/link/386)

# Warranty Policy

CEMOTO Warranty Claims Policy — limited manufacturer's warranty against defects in materials and workmanship.

> **Applies to:** All CEMOTO and CEMOTORIDE electric bicycles and electric dirt bikes.

---

## 1. Warranty period and registration

This limited warranty applies to the **original retail purchaser** and is **automatically registered** at the time of purchase through the official website or authorized sales channels.

- The warranty period **begins on the date the product is delivered** to the customer.
- CEMOTO also offers a voluntary [warranty registration](https://wiki.cemotoride.com/link/390) portal for ownership verification and faster service.

### Warranty transfer

Warranty transfer is permitted **only** when:

1. The original warranty period has **not expired**
2. The new owner provides **valid proof of the original purchase**
3. The original purchaser's **name and order number are available**

---

## 2. Scope of warranty coverage

CEMOTORIDE provides a **one (1) year limited warranty** covering manufacturing defects in materials and workmanship.

- **Free accessories, promotional items and bundled gifts are excluded.**
- Covered defects include verified failures occurring under **normal riding conditions and intended product use**.
- CEMOTORIDE reserves the **exclusive right** to determine whether any claimed defect qualifies for warranty coverage.

---

## 3. Warranty claim procedure

All warranty claims must be submitted via email: **support@cemotoride.com**

### Required documentation

- **Proof of purchase and order number**
- **Customer contact information**
- **Clear photos or videos showing the defect**
- **A detailed written description of the issue**

**Incomplete claims may be delayed or rejected.** Replacement parts will **not** be shipped until sufficient evidence is reviewed and approved by the technical team.

All warranty resolutions are provided at CEMOTORIDE's discretion, including **repair, replacement or equivalent substitution**.

→ Full process: [Warranty Claims](https://wiki.cemotoride.com/link/389)

---

## 4. Shipping damage policy

- Customers must **inspect products immediately upon delivery**.
- Shipping damage claims must be reported **within seven (7) calendar days of receipt**.
- **Photos of external packaging and damaged components are required.**
- **Minor cosmetic scratches** on packaging or free accessories are **not eligible for compensation**.

Once you (or someone on your behalf) sign for the item, CEMOTORIDE considers it your acceptance of the package. We recommend filming a complete unboxing video and checking items against the packing list. Report anything missing or damaged within **24 hours** of receipt.

---

## 5. Covered components

### 5.1 Frame

| | |
| --- | --- |
| **Period** | One (1) year from the original delivery date |
| **Replacement basis** | Approved frame replacements may be **new, refurbished, or cosmetically imperfect** units with equivalent functionality |
| **Labour and installation costs** | **Excluded** |

**Frame damage not covered:**

- Rust, corrosion and oxidation
- Paint fading, surface scratches and cosmetic wear
- Crash or impact damage
- Unauthorized drilling, welding or modifications
- Structural damage caused by overload

### 5.2 Battery system

| | |
| --- | --- |
| **Period** | One (1) year limited warranty |
| **Resolution** | Eligible defects repaired or replaced **without extending the original warranty period** |
| **Cash reimbursement** | Battery replacement does **not** qualify for cash reimbursement |

**Battery warranty excludes failures caused by:**

- Use of non-certified chargers
- Overcharging or deep discharge
- Physical impact or water intrusion
- Seal tampering or unauthorized disassembly
- Use in non-approved devices

**A warranty may be provided if:**

- The **discharge meter detects less than 70 % of available capacity**
- The **voltage is abnormal and the battery cannot be charged**

**Capacity reference by temperature:** 14 °F ≈ 70 % available capacity; 32 °F ≈ 80 %; 70 °F ≈ 90–95 %.

### 5.3 Electrical and mechanical components

- Original electrical and mechanical components are covered for **one (1) year** against manufacturing defects.
- **Customers are responsible for shipping costs for replacement parts** unless otherwise specified.

**Wear-and-tear components are excluded:**

- Brake pads and rotors
- Tires and inner tubes
- Chains and sprockets
- Bearings and cables
- Rubber seals and grips

Cosmetic deterioration, corrosion and surface finish damage are **not covered**.

### 5.4 Component warranty summary

From the owner manual specification table:

| Part | Warranty period | Notes |
| --- | --- | --- |
| **Frame structure** | 12 months | Damage caused by strong intentional impact excluded. Out-of-warranty replacements charged at cost |
| **Lithium-ion battery** | 12 months | Degradation-based. Warranty provided if the discharge meter detects less than 70 % of available capacity, or if voltage is abnormal and it cannot be charged. Out-of-warranty replacements charged at cost |
| **Controller** | 12 months | Warranty provided for performance failure or quality problem due to product reasons that cannot be repaired. Out-of-warranty replacements charged at cost |
| **Motor** | 12 months | Coil burn; hub damage from demagnetization, short circuit, open circuit, abnormal noise, material damage, deformation, fracture. Out-of-warranty replacements charged at cost price |
| **Instrument panel (display)** | **6 months** | Warranty provided for performance failure or quality issues. Out-of-warranty replacements charged at cost |
| **Brake levers, disc brake, accelerator pedal, brakes, plastic parts, tires, LED lights, mud fenders, chains, inner tubes, screws, bearings, shock absorbers and other fast-wearing parts** | **Not covered** | Fast wear parts are not covered by warranty. Replacement parts charged at cost price |

> **Note:** the manufacturer separately guarantees that the product has **no manufacturing defects within 90 days from the date of purchase**. This limited guarantee does not cover normal wear and tear, tires, cables, or any damage, failure or loss caused by improper assembly, maintenance, storage or use.

---

## 6. Exclusions and limitations

This warranty **does not cover**:

- Damage from **misuse, abuse, racing, stunts, or off-road misuse**
- **Improper storage or transportation**
- **Environmental exposure** — salt, sand, chemicals, moisture
- **Unauthorized repairs or modifications**
- **Removed or altered serial numbers**
- **Improper assembly or installation**
- **Fire, flood, theft, or natural disasters**
- **Commercial rental or fleet use**
- Products used **outside approved regions**

**Third-party labour, service, diagnostic and mechanic fees are strictly excluded.**

### Additional exclusions from the owner manual

The following situations do not fall within the scope of free after-sales service:

1. **Consumables and wearing parts** — tires and lines, entire brake system, plastic parts, brake cables and covers
2. **Warranty parts that exceed the warranty period**
3. **Damage caused by the user not strictly following the instructions**
4. **Damage or quality problems caused by accidental impacts, collisions, and exposure to corrosive substances**
5. **The purchase invoice is inconsistent with the warranty card**
6. Situations where **unauthorized disassembly or modification** results in damage to parts, or where the initial failure state is destroyed due to unauthorized disassembly or modification and technical assessment and analysis cannot be carried out
7. Once a motorcycle has been **scrapped**, cosmetic problems must never be used as the basis for exchange or warranty. Carefully check the appearance and confirm surface quality when purchasing
8. **Damage caused by modifications** made without the prior consent of the company or an authorized sales and service center

### Labeling requirement

Motorcycle major components — **battery cells, motors, chargers and controllers** — are labeled before delivery. **Major parts without labels are not covered by warranty.**

### Overload exclusion

Overloading the bike damages electrical parts: plastic parts may deform from high temperature, and the fuse socket may be damaged by heat. **These are not under warranty.**

### Water and disassembly exclusion

The electric elements can only be cleaned on the outside. **If these parts are opened by the owner, there is no warranty for them.**

---

## 7. Replacement and responsibility policy

- Replacement parts are provided **solely for restoring normal product function**.
- CEMOTORIDE is **not responsible for downtime, transportation costs, or business losses** resulting from warranty repairs.
- **Returned defective parts may be required prior to replacement shipment.**
- **Failure to return requested parts may void future warranty support.**

---

## 8. Limitation of liability

- This warranty is the **exclusive remedy** available to the purchaser.
- CEMOTORIDE **disclaims liability** for indirect, incidental, consequential or punitive damages.
- **Liability is limited to the original purchase price** to the maximum extent permitted by law.
- The manufacturer is **not liable** for accidental or consequential loss or damage caused by direct or indirect use of the product.

---

## 9. Policy updates and interpretation

- CEMOTORIDE reserves the right to **interpret, modify or update** this warranty policy at any time.
- **The most current version published on the website shall prevail in all disputes.**

---

## 10. Extended warranties

**CEMOTO does not offer extended warranties.**

The limited warranty will **expire** if the product is:

- Used for purposes other than entertainment or transportation
- Modified in any way
- Used commercially or leased

---

## 11. Contact information

For all warranty-related inquiries:

**Email:** support@cemotoride.com

---

## Related pages

- [Warranty Claims](https://wiki.cemotoride.com/link/389)
- [Warranty Registration](https://wiki.cemotoride.com/link/390)
- [Returns & Refunds](https://wiki.cemotoride.com/link/387)
- [FAQ — Warranty & Returns](https://wiki.cemotoride.com/link/375)
- [Spare Parts & Compatibility](https://wiki.cemotoride.com/link/382)

# Warranty Registration

Register your CEMOTO product to activate official warranty coverage and after-sales support.

---

## Why register

| Benefit | Detail |
| --- | --- |
| **Coverage** | Official warranty protection |
| **Support** | Faster service response |
| **Proof** | Ownership verification |

Registration is particularly useful because it establishes a link between you and the product without needing to locate the original invoice months or years later.

> **Note:** the warranty policy states the limited warranty is **automatically registered** at the time of purchase through the official website or authorized sales channels. Voluntary registration is not a precondition for coverage, but it does verify ownership and speeds up any future claim.

---

## How to register

1. Go to the **Warranty Registration** page on cemotoride.com.
2. Complete the product registration form, providing your product and purchase details.
3. Submit. You will receive confirmation.

**Register here:** [cemotoride.com/pages/warranty-registration](https://cemotoride.com/pages/warranty-registration)

### Information to have ready

- **Order number** — from your purchase confirmation email
- **Product model** — for example, CEMOTO D03 Pro
- **Serial number or VIN** — from the product label or frame
- **Purchase date**
- **Your contact details**

Registrations are generally completed within 1–2 business days.

---

## Finding your serial number

The serial number or VIN is typically located:

- On the **frame**, usually on the head tube or the bottom bracket area
- On the **product label** attached to the bike
- On your **order confirmation** for some models

> **Important:** major components — **battery cells, motors, chargers and controllers** — are labeled before delivery. **Major parts without labels are not covered by warranty.** If a label is missing or has become illegible, contact support and report it rather than waiting until a claim is needed.

---

## Warranty transfer

If you sell your CEMOTO product, warranty transfer is permitted **only** when:

1. The original warranty period has **not expired**
2. The new owner provides **valid proof of the original purchase**
3. The original purchaser's **name and order number are available**

We recommend the buyer re-registers the product in their own name and keeps a copy of the original invoice.

---

## Review rewards

Separate from warranty registration, CEMOTO operates a review rewards program:

| How it works | Detail |
| --- | --- |
| **1. Enjoy your ride** | Experience your CEMOTO product |
| **2. Leave a review** | Share your experience and upload photos or videos |
| **3. Receive rewards** | Eligible submissions may receive exclusive coupons, store credits or special promotional offers |

Rewards are available for eligible review submissions, including **photo and video reviews**. Review invitations are sent automatically after your purchase. **Terms and conditions may apply.**

---

## Making a claim later

Registration speeds up the claims process but does not replace the required evidence. When making a claim you will still need:

- Proof of purchase and order number
- Customer contact information
- Clear photos or videos showing the defect
- A detailed written description of the issue

See [Warranty Claims](https://wiki.cemotoride.com/link/389).

---

## Related pages

- [Warranty Policy](https://wiki.cemotoride.com/link/391)
- [Warranty Claims](https://wiki.cemotoride.com/link/389)
- [Contact & Support](https://wiki.cemotoride.com/link/378)
- [FAQ — Warranty & Returns](https://wiki.cemotoride.com/link/375)

# Warranty Claims

How to submit a warranty claim, what evidence is required, and what to expect.

---

## Before you claim: rule out the common causes

A significant share of "warranty" faults turn out to be adjustment, connection or charge-state issues that can be resolved in minutes. Working through [Troubleshooting](https://wiki.cemotoride.com/link/327) first saves you the round trip — and it is what the technical team will ask you to confirm anyway.

**Especially check:**

| Symptom | First check |
| --- | --- |
| Bike won't move | Is it in 0 gear? Press "+" to select a gear above 1 |
| Power cuts out | All connectors firmly plugged into the controller |
| Short range | Tire pressure; brake drag; ambient temperature |
| Won't charge | Wall outlet live; charger output; charging port clean and dry |
| Error code | [Display & Error Codes](https://wiki.cemotoride.com/link/332) |
| Throttle dead | Throttle connector; drive mode parameter P10 |

---

## Step 1 — Confirm your product is in warranty

| Component | Period |
| --- | --- |
| Frame structure | 12 months |
| Battery | 12 months |
| Controller | 12 months |
| Motor | 12 months |
| **Instrument panel (display)** | **6 months** |
| Wear parts (pads, tires, chains, cables, bearings, seals) | **Not covered** |

The warranty period begins on the **date the product was delivered**. Coverage applies to the **original retail purchaser** — or a transferee where the period has not expired, proof of original purchase is provided, and the original purchaser's name and order number are available.

Check the full exclusion list in [Warranty Policy](https://wiki.cemotoride.com/link/391) before submitting. Claims relating to misuse, racing, stunts, unauthorized modification, improper assembly, environmental exposure, commercial use or removed serial numbers will be rejected.

---

## Step 2 — Gather the required evidence

All warranty claims are submitted by email to:

> **support@cemotoride.com**

### Required documentation

| Item | Detail |
| --- | --- |
| **Proof of purchase** | Invoice or order confirmation |
| **Order number** | Your CEMOTO order reference |
| **Customer contact information** | Name, email, and a phone number if available |
| **Photos or videos of the defect** | Clear, well-lit, in focus, showing the fault |
| **Written description** | What the issue is, when it started, and what you have already checked |

**Incomplete claims may be delayed or rejected.**

### How to document a defect well

The quality of your evidence determines how quickly the claim is resolved. Practical guidance:

- **Photograph the part in context**, then close up. A photo that shows only an extreme close-up of a scratch does not show which component it is.
- **Show the whole bike** in at least one photo, with the affected area visible.
- **For a video, show the fault happening.** A 20-second clip of the bike failing to start, or of the noise occurring, is far more useful than a description.
- **Include the display** if an error code is showing — the code itself is diagnostic.
- **Show the serial number or label** on the affected component. Note that major components are labeled before delivery and **major parts without labels are not covered by warranty**.
- **Describe the checks you have completed.** This lets the technical team skip the basics and go straight to the fault.

### Include this information in your email

```
Subject: Warranty claim — [Model] — [Order number] — [Short description]

Bike model:
Order number:
Purchase date:
Delivery date:
Serial number (if applicable):
Description of the issue:

Checks already completed:

Photos/video attached: yes / no
```

---

## Step 3 — Assessment

CEMOTORIDE's technical team reviews the evidence.

- **Replacement parts will not be shipped until sufficient evidence is reviewed and approved.**
- CEMOTORIDE reserves the **exclusive right** to determine whether any claimed defect qualifies for warranty coverage.
- All warranty resolutions are provided at CEMOTORIDE's discretion, including **repair, replacement or equivalent substitution**.

For the D-series, if **shipping damage** to a component is confirmed, replacement parts are typically dispatched within **48 hours**.

---

## Step 4 — Resolution

| Possible outcome | Notes |
| --- | --- |
| **Repair** | The fault is corrected |
| **Replacement part** | A replacement component is dispatched |
| **Equivalent substitution** | Where the exact part is unavailable, an equivalent is supplied |
| **Claim declined** | Where the fault falls outside the warranty scope |

### Shipping and costs

| | |
| --- | --- |
| **Replacement part shipping** | **Customers are responsible for shipping costs** for replacement parts unless otherwise specified |
| **Labour** | Approved frame replacements exclude labour and installation costs |
| **Third-party costs** | Third-party labour, service, diagnostic and mechanic fees are **strictly excluded** |
| **Consequential costs** | CEMOTORIDE is not responsible for downtime, transportation costs, or business losses |
| **Defective part return** | Returned defective parts may be required prior to replacement shipment. **Failure to return requested parts may void future warranty support** |

### Battery-specific outcomes

- Eligible battery defects are repaired or replaced **without extending the original warranty period**.
- Battery replacement does **not** qualify for cash reimbursement.

---

## Shipping damage claims

Shipping damage follows a **different and stricter** process than a warranty claim.

| Requirement | Detail |
| --- | --- |
| **Deadline** | Within **7 calendar days** of receipt |
| **Evidence** | Photos of external packaging **and** damaged components |
| **Exclusions** | Minor cosmetic scratches on packaging or free accessories are not eligible for compensation |
| **Signature effect** | Once signed for, the package is considered accepted |

> **Important:** inspect the package **before** signing. If it is damaged or deformed, do not sign or open it — contact support instead. Film a complete unboxing video and check the contents against the packing list. Report missing or damaged items within **24 hours**.

See [Shipping Policy](https://wiki.cemotoride.com/link/388).

---

## What will void a warranty claim

Be aware of these situations before submitting:

- **Unauthorized disassembly or modification** — where the initial failure state is destroyed and technical assessment cannot be carried out
- **Opening electrical components** — the electric elements may only be cleaned on the outside. If opened by the owner, there is no warranty for them
- **Non-certified chargers** — using a charger other than the supplied unit voids battery warranty
- **Overload** — damage from exceeding the rated load limit is not covered
- **Missing component labels** — major parts without labels are not covered
- **Racing, stunts or off-road misuse**
- **Commercial rental or fleet use**
- **Removed or altered serial numbers**
- **Improper assembly or installation**

---

## Escalation

If you are not satisfied with the outcome, reply to the same email thread with additional evidence and request a review. Retain all correspondence, photographs and shipping documentation for the life of the claim.

If the claim involves a delivery you believe was mis-handled by the carrier, note that CEMOTO's warranty policy governs the outcome, and formal carrier claims must generally be raised by the shipper.

---

## Related pages

- [Warranty Policy](https://wiki.cemotoride.com/link/391)
- [Warranty Registration](https://wiki.cemotoride.com/link/390)
- [Returns & Refunds](https://wiki.cemotoride.com/link/387)
- [Shipping Policy](https://wiki.cemotoride.com/link/388)
- [Troubleshooting](https://wiki.cemotoride.com/link/327)
- [Contact & Support](https://wiki.cemotoride.com/link/378)

# Shipping Policy

Free shipping, delivery times, coverage, tracking and damage claims.

---

## Delivery time

**Delivery Time = Processing Time + Shipping Time**

Orders are processed within **1–2 business days**. For current D-series orders, most customers in the contiguous 48 states receive their order in **4–8 days**; **15 business days** is the outer bound for remote or restricted destinations.

**Pre-orders:** refer to the shipping date shown on the product page.

**Estimates only:** any delivery dates provided by CEMOTORIDE are **estimates**. For third-party shipping, CEMOTO cannot provide additional shipping information or documentation.

If your order includes several products, the estimated shipping time depends on the product that takes the longest. To improve delivery efficiency, orders may be **shipped separately**.

---

## Shipping coverage

CEMOTORIDE currently ships only to the **48 contiguous states of the United States**, excluding:

- **Alaska**
- **Hawaii**
- Other islands
- Military bases (**APO, FPO, DPO** addresses)
- Other restricted locations
- **P.O. Boxes**

**Other countries and regions are not served at this time.**

If you are not sure whether your area is available for shipping, email **support@cemotoride.com** to inquire.

> **Regional stores:** CEMOTO operates separate stores for other markets — United Kingdom (uk.cemotoride.com) and Europe (eu.cemotoride.com).

---

## Shipping fee

**All orders come with free shipping** within the contiguous 48 states — D-series orders ship free from a U.S. warehouse to the contiguous 48 states and Washington, D.C.

---

## Carriers

CEMOTORIDE ships using **FedEx and USPS**, based on the size/weight of your order and your delivery address. Orders for eBikes typically ship via FedEx or another parcel service.

Orders are shipped in a single box whenever possible, but occasionally multiple shipments are needed — for example, if several large or bulky items were ordered.

> **Battery shipping:** due to delivery restrictions, **the battery and the eBike body may not be shipped in the same package**. eBike batteries are classified as **dangerous goods** and cannot be shipped to parcel stores or lockers. They must be delivered to a physical address where someone is available to receive the package.

---

## Orders, changes and cancellations

Any changes you make to shipping **after the item has shipped** — including but not limited to changing your address, suspending your order, or updating your shipping settings/preferences — **may delay your receipt** of the product and replacement and/or refund.

**If you wish to change the color of your eBike, you must do so before your order is shipped.**

### Order cancellation

**Before shipping**

| Timing | Fee |
| --- | --- |
| Cancel within **90 minutes** of placement | No cancellation fee |
| Cancel after 2 hours but before shipment | **5 %** eBike fee applied as a processing fee |

**After shipping (refusal of delivery)**

If your order has shipped, you may refuse the package upon delivery. However:

- An **8 %** eBike fee is applied as a processing fee
- You are also responsible for the **return shipping fee**, which ranges from **$160–$200** depending on your region
- CEMOTORIDE will provide a return shipping label and a designated carrier will pick up the return package

---

## Tracking information

After the order is shipped, you will receive a **notification email or SMS containing the waybill number**. You can go to the carrier's official site to track your package. Tracking is also provided after shipment on product pages.

---

## Return shipping cost

If the return is **not** due to product quality, you are responsible for paying your own return shipping costs. **Shipping costs are non-refundable.**

Where the fault is CEMOTO's — damaged, defective or incorrect item — CEMOTO covers the return shipping fees.

---

## Check the package and signature

As CEMOTO products are generally quite valuable:

> **A signature will be required upon delivery of any order valued at $300 or higher.** Any person in the household can sign for the delivery.

### Before signing

1. **Inspect the package carefully.**
2. If it is **damaged or deformed, do not sign or open the package.**
3. Instead, contact CEMOTORIDE Support in a timely manner.

**Once you (or someone on your behalf) sign for the item, CEMOTORIDE considers it as your acceptance of the package.**

To protect your rights, CEMOTO recommends:

- **Shoot a complete unboxing video**
- **Check the items according to the packing list**
- If some item is missing or damaged, contact CEMOTORIDE Support **within 24 hours** after receiving the package

---

## Shipping notices

When you place an order, be sure to enter the **correct name, address and contact information** so items can be delivered successfully. You are advised to confirm your delivery information again before payment.

If you enter the wrong address or want to change the address, contact CEMOTORIDE Support promptly. If it has already shipped, an attempt will be made to update with the logistics company, but **delivery to the new address is not guaranteed**. **You are responsible for all possible risks and expenses caused by changing the address after shipment.**

### CEMOTORIDE assumes no responsibility for delayed or rejected orders due to:

- Shipping time delays of **1–5 business days** for transportation to remote regions
- Delay or delivery failure because of the **consignee's actions** (e.g. wrong address, incorrect contact info, refusal to accept)
- Delay due to **force majeure** events such as weather, government actions, or transport interruptions
- **Aviation/security restrictions** for certain products
- **Confiscation** due to transport regulation violations
- Delivery interruptions on **weekends and holidays**
- Addresses where **courier access is restricted**

---

## Order cancellation by CEMOTO

The CEMOTORIDE Online Store sells and ships products to **end-user customers only**. You may not commercially distribute, publish, license or resell any products obtained from the CEMOTORIDE Online Store.

CEMOTO reserves the right to **cancel your order and refund the original payment** if any of the following are detected before shipment or delivery:

- Ordered products **exceed the purchase limit** with the same CEMOTO account
- A single individual operating **multiple linked accounts** to violate purchase restrictions
- CEMOTO receives notification from the **credit card issuer or PayPal that the transaction was fraudulent**
- CEMOTO finds evidence that the order was placed through **improper or illegal means**

---

## Shipping damage claims

| Requirement | Detail |
| --- | --- |
| **Deadline** | Within **7 calendar days** of receipt |
| **Evidence** | Photos of the **external packaging and damaged components** |
| **Support ticket** | Email support@cemotoride.com |
| **Resolution** | Replacement parts typically dispatched within **48 hours** where component damage is confirmed |
| **Exclusions** | Minor cosmetic scratches on packaging or free accessories are not eligible for compensation |

---

## Why buy from CEMOTORIDE

CEMOTORIDE is the rider-focused brand and experience platform, where factory-direct electric bikes meet real-world riding needs. Backed by CEMOTOBIKE manufacturing and the CEMOTO brand system, CEMOTO delivers reliable products, transparent pricing and long-term support.

---

## Related pages

- [Returns & Refunds](https://wiki.cemotoride.com/link/387)
- [Warranty Claims](https://wiki.cemotoride.com/link/389)
- [What's in the Box](https://wiki.cemotoride.com/link/302)
- [FAQ — Shipping & Delivery](https://wiki.cemotoride.com/link/374)
- [Contact & Support](https://wiki.cemotoride.com/link/378)

# Returns & Refunds Policy

CEMOTO Return & Refund Policy — return window, eligibility, shipping costs, refunds and refused deliveries.

---

## 1. Return window

You may request a return **within 15 days of receiving your item**. After that window, returns may not be accepted unless the item is **defective or damaged**.

This is the same 15-day window stated on CEMOTO product pages and on the CEMOTO refund policy published at cemotoride.com.

---

## 2. Order cancellations

You may cancel your order **within 90 minutes** of placing it for a **full refund**.

After that, cancellations follow these timelines:

| Order type | Processing time |
| --- | --- |
| In-stock eBikes | Within 5 business days |
| In-stock warranty orders | Within 10 business days |
| In-stock parts and components | Within 15 business days |

### Cancellation fees

| Timing | Fee |
| --- | --- |
| Within 90 minutes of placing the order | No fee — full refund |
| After 90 minutes, before shipment | **3 %** processing fee, covering payment transaction costs |
| After shipment (refusal of delivery) | Return shipping cost + **10 %** restocking fee |

Where CEMOTORIDE arranges the return, it will provide a return shipping label and a designated carrier will pick up the return package.

---

## 3. Return eligibility

To be eligible for a return, your item must be:

- In the **same condition as received**
- **Unworn or unused**
- With **original packaging and accessories**
- With **proof of purchase**

**To start a return, contact us at support@cemotoride.com.**

Returns sent **without prior authorization may not be accepted.**

---

## 4. Return shipping process

If your return is approved, you will receive a **return shipping label** and detailed instructions.

### Return address

> **CEMOTORIDE Returns Center**
> 4250 Shirley Ave, El Monte, CA 91731
> Phone: 626-216-0518

---

## 5. Return shipping costs

| Reason for return | Who pays |
| --- | --- |
| **Personal preference** (such as changing your mind) | **Customer** pays return shipping costs |
| **CEMOTO's error** (damaged, defective or incorrect item) | **CEMOTO** covers the return shipping fees |

**Shipping costs are non-refundable.**

Per the Shipping Policy: if the return is not due to product quality, you are responsible for paying your own return shipping costs.

---

## 6. Damages and issues

Please **inspect your order upon delivery**. If your item is defective, damaged or incorrect, contact **support@cemotoride.com** immediately so the issue can be resolved promptly.

For shipping damage specifically, photographs of the external packaging and the damaged components are required, and the claim must be raised within **7 calendar days** of receipt. See [Shipping Policy](https://wiki.cemotoride.com/link/388).

---

## 7. Non-returnable items

The following items **cannot be returned**:

- Perishable goods (food, flowers, plants)
- Custom or special-order items
- Personal care products
- Hazardous materials
- Sale items and gift cards

---

## 8. Exchanges

To exchange an item, **please return the original product first**. Once approved, you may place a new order separately.

---

## 9. Refunds

You will be notified once your return is received and inspected. If approved, refunds are typically processed **within 10 business days** to your **original payment method**.

If you have not received your refund after **15 business days**, contact **support@cemotoride.com**.

---

## 10. Refused deliveries

If a customer refuses delivery of a shipment **without prior written authorization** from CEMOTO, the following fees will be deducted from the refund:

- **Return shipping cost** — the actual cost of returning the package to the warehouse
- **Restocking fee** — **10 % of the order total**

**Refused deliveries are not eligible for a full refund.** CEMOTO reserves the right to adjust these fees based on the actual costs incurred.

---

## 11. Restocking fees

A restocking fee of **10 % of the order total** applies to refused deliveries. For opened boxes or bikes not returned in pristine condition, a restocking fee of **up to 15 %** may apply.

---

## Return & Refund FAQ

**How long do I have to return my item?**
You may request a return within **15 days** after receiving your order.

**Who pays for return shipping?**
If the return is due to personal reasons, the customer covers return shipping. If caused by product defects or shipping damage, CEMOTO covers the cost.

**How long does it take to receive my refund?**
Approved refunds are usually processed within **10 business days** after inspection.

**How do I start a return?**
Contact **support@cemotoride.com** before sending any item back.

**Can I cancel my order?**
Yes — but cancellation fees apply after the initial 90-minute window. See cancellation terms above.

**Can I return a sale item?**
No. Sale items and gift cards are non-returnable.

---

## Contact details for returns

| | |
| --- | --- |
| **Returns email** | support@cemotoride.com |
| **Support email** | support@cemotoride.com |
| **Returns center** | 4250 Shirley Ave, El Monte, CA 91731 |
| **Returns center phone** | 626-216-0518 |

---

## Related pages

- [Warranty Policy](https://wiki.cemotoride.com/link/391)
- [Warranty Claims](https://wiki.cemotoride.com/link/389)
- [Shipping Policy](https://wiki.cemotoride.com/link/388)
- [Payment Policy](https://wiki.cemotoride.com/link/385)
- [FAQ — Warranty & Returns](https://wiki.cemotoride.com/link/375)

# Payment Policy

Accepted payment methods, payment processing procedures and related terms.

---

## 1. Accepted payment methods

CEMOTO currently accepts:

| Method | Notes |
| --- | --- |
| **Major credit and debit cards** | Visa, MasterCard, American Express, Discover |
| **PayPal** | — |
| **Shop Pay** | — |
| **Wire transfer / bank transfer** | For approved orders and high-value orders |

Available payment methods may **vary depending on your location, order value and risk assessment**.

The main FAQ additionally references **Apple Pay** and **Google Pay** for faster checkout, and lists optional BNPL providers such as Affirm where offered.

All card payments are processed securely through an **encrypted checkout**. Industry-standard **SSL encryption** is used and strict **PCI compliance** standards are followed. **Full payment details are never stored on CEMOTO servers.**

---

## 2. Payment authorization

By submitting your payment information at checkout, you **authorize CEMOTO to charge the applicable amount**, including taxes, shipping fees and any additional charges clearly disclosed before purchase.

For card payments, a **temporary authorization hold** may be placed on your account prior to final settlement.

---

## 3. Order confirmation and processing

- Orders are **not considered complete** until payment is successfully processed and an **order confirmation email** is issued.
- CEMOTO reserves the right to **verify payment information** before shipping any order.
- In cases of suspected fraud, incomplete information or abnormal transactions, the order may be **delayed or canceled**.

---

## 4. Failed, declined or canceled payments

- If a payment is declined, interrupted or reversed, the related order **will not be processed**.
- CEMOTO is **not responsible** for any bank fees, currency conversion charges or penalties resulting from failed transactions.
- **Unpaid orders may be automatically canceled** after a reasonable holding period.

---

## 5. Wire transfer / bank transfer terms

- Wire or bank transfer payments are available for **approved customers and high-value orders**.
- Detailed payment instructions will be provided **after order confirmation**.
- Orders paid via bank transfer will be processed **only after cleared funds are received**.
- **Any bank handling fees are the responsibility of the customer.**

---

## 6. Currency, taxes and pricing

- All prices displayed on the website are in **U.S. Dollars (USD)** unless otherwise stated.
- Applicable taxes, duties and fees will be **calculated and displayed at checkout** where required.
- CEMOTO is **not responsible** for additional charges imposed by banks or payment providers.

---

## 7. Installments and third-party payment services

If installment or deferred payment options are offered through third-party providers, such services are governed by **their own terms and policies**. CEMOTO is not responsible for disputes arising from third-party payment agreements.

---

## 8. Fraud prevention and security

- CEMOTO implements **automated and manual fraud prevention systems** to protect customers and the business.
- CEMOTO reserves the right to **request additional verification** for suspicious transactions.
- Orders identified as **high risk may be canceled without prior notice**.

---

## 9. Refunds and chargebacks

- Approved refunds will be issued to the **original payment method** used.
- Chargebacks and payment disputes are handled in accordance with the **Refund Policy** and **Terms of Service**.
- **Abusive or fraudulent chargeback activity may result in account restrictions.**

Refunds are typically processed within **10 business days** after the returned item is received and inspected. If you have not received your refund after 15 business days, contact support@cemotoride.com.

---

## 10. Policy updates

CEMOTO reserves the right to **modify this Payment Policy at any time without prior notice**. The latest version published on the website shall apply to all transactions.

---

## 11. Contact information

For payment-related questions:

**Email:** support@cemotoride.com

---

## Related pages

- [Returns & Refunds](https://wiki.cemotoride.com/link/387)
- [Shipping Policy](https://wiki.cemotoride.com/link/388)
- [Privacy & Data](https://wiki.cemotoride.com/link/386)

# Privacy & Data Policy

How CEMOTORIDE collects, uses, discloses and safeguards personal information.

**Last updated:** December 28, 2025

> **Governing source:** CEMOTORIDE operates the website and online store. If there is any conflict between this Privacy Policy and the Terms of Service, **this Privacy Policy governs matters related to personal data**.

---

## Overview

CEMOTORIDE operates this website and online store, including all related content, features, tools, products and services (the "Services"). CEMOTORIDE is a **consumer-direct electric bike brand** supported by an experienced manufacturing and operations team.

By using the Services, you acknowledge that you have read and understood this Privacy Policy.

---

## 1. Personal information we collect

"Personal Information" refers to data that identifies or can reasonably be linked to an individual.

| Category | Examples |
| --- | --- |
| **Contact information** | Name, address, phone number, email |
| **Billing and payment information** | Processed securely via Shopify and payment providers |
| **Account information** | Login credentials and preferences |
| **Order and transaction data** | Purchase history, order details |
| **Customer support communications** | Emails, contact form submissions, SMS |
| **Device and network information** | IP address, browser type |
| **Website usage data** | Pages viewed, interactions |

---

## 2. Sources of personal information

- **You directly** — when placing orders or contacting CEMOTO
- **Automated technologies** — such as cookies and analytics tools
- **Service providers and partners**
- **Authorized third-party platforms**

---

## 3. How personal information is used

- Process orders and payments
- Manage customer accounts
- Provide shipping, returns and warranty services
- Improve website performance and user experience
- Deliver marketing and promotional communications
- Prevent fraud and unauthorized access
- Comply with legal obligations

---

## 4. Disclosure of personal information

Information may be shared with:

- **Shopify** and authorized service providers
- Payment processors and logistics partners
- Marketing and advertising platforms
- Legal authorities when required by law
- Affiliated business entities

> **CEMOTORIDE does not sell personal information for monetary consideration.**

---

## 5. Relationship with Shopify

The Services are hosted on **Shopify**, which processes personal information in accordance with its own privacy standards.

**Information submitted through the website may be stored or processed in jurisdictions outside your country of residence.**

For more information: [privacy.shopify.com](https://privacy.shopify.com)

---

## 6. Third-party links

The website may contain links to third-party platforms. CEMOTORIDE is **not responsible** for their privacy practices. Review their policies before sharing personal data.

---

## 7. Children's privacy

The Services are **not intended for children under the age of majority**. CEMOTORIDE does not knowingly collect personal data from minors. If such data is identified, it will be promptly deleted.

> **Relevant for CEMOTO's teen market:** the D-series is marketed for teens and adults. Where a rider is a minor, an adult should manage orders, accounts and any warranty registration on their behalf.

---

## 8. Data security and retention

- CEMOTORIDE implements **reasonable technical and administrative safeguards** to protect information.
- However, **no system is completely secure**, and absolute security cannot be guaranteed.
- Personal information is retained **only as long as necessary** for business and legal purposes.

---

## 9. Your rights and choices

Depending on your location, you may have rights to:

- **Access** your personal information
- Request **correction or deletion**
- Request **data portability**
- **Opt out of targeted advertising**
- **Restrict or object** to certain processing

You may exercise these rights by contacting CEMOTORIDE.

---

## Data sharing opt-out

CEMOTO provides a dedicated **data sharing opt-out** page for customers who wish to exercise their right to opt out of the sharing of personal information.

**Opt out here:** [cemotoride.com/pages/data-sharing-opt-out](https://cemotoride.com/pages/data-sharing-opt-out)

This is the mechanism for exercising the "opt out of targeted advertising / sharing" right described in section 9 above.

---

## Data deletion

CEMOTO provides a dedicated **data deletion** request page for customers who wish to have their personal information deleted.

**Request deletion here:** [cemotoride.com/pages/data-deletion](https://cemotoride.com/pages/data-deletion)

You may also contact CEMOTO directly to request correction or deletion of your personal information.

> **Note:** deletion requests may be limited where CEMOTO is required to retain records for legal, tax, warranty or fraud-prevention purposes. Order and warranty records may need to be retained for the duration of the applicable warranty period.

---

## SMS and marketing communications

Where you provide a phone number and consent to receive SMS messages:

- You consent to receive text messages from CEMOTORIDE regarding **product inquiries and customer support**
- **Message frequency may vary**
- You can **opt out at any time by replying STOP**
- **Message and data rates may apply**
- For help, contact support@cemotoride.com

---

## Contact

For privacy-related questions or to exercise your rights:

**Email:** support@cemotoride.com

---

## Related pages

- [Privacy Policy (external)](https://cemotoride.com/policies/privacy-policy) — the governing text on cemotoride.com
- [Payment Policy](https://wiki.cemotoride.com/link/385)
- [Contact & Support](https://wiki.cemotoride.com/link/378)
- [Policies Overview](https://wiki.cemotoride.com/link/384)