# Returns & Refunds Policy

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

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## 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.

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## 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.

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## 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.**

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## 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

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## 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.

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## 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://help.cemotoride.com/link/388).

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## 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

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## 8. Exchanges

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

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## 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**.

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## 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.

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## 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.

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## 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.

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## 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 |

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## Related pages

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