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.
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 |