Return & Refund Policy

MoonBike USA
Contact Email: MoonBike@gmail.com

At Moon Bike, your satisfaction is our top priority. Whether you're hitting mountain trails or commuting through city streets, we stand behind the quality of every e-bike and mountain bike we sell. If something isn't right, we’re here to help with a fair, transparent, and hassle-free return process.

This policy explains when and how returns and refunds are handled, including conditions for eligibility, timelines, fees, and more.

1. General Return Policy

We accept returns on most new, unused products within 30 calendar days of the date your order was delivered.

To qualify for a return, the item must meet the following conditions:

  • Must be in new, unused, and unridden condition

  • Must include all original packaging, manuals, tags, accessories, and components

  • Must not be altered or modified in any way

  • Must be accompanied by proof of purchase (order confirmation email or packing slip)

Products that do not meet these conditions may be returned to the sender or be subject to a restocking fee of up to 20%, depending on the condition of the item.

2. Products That Cannot Be Returned

We do not accept returns for the following items:

  • Bikes that have been assembled, ridden, used, or show signs of wear

  • Items returned more than 30 days after delivery

  • Customized bikes, including color-modified or accessory-fitted bikes

  • Gift cards or digital codes

  • Items marked “Final Sale” or “Non-Returnable”

  • Protective gear or apparel (e.g., helmets, gloves) if opened

  • Items damaged due to misuse, accidents, or improper handling

If you are unsure whether your item qualifies for a return, please email moonbike@gmail.com before initiating the return.

3. Return Process

To return an item:

  1. Contact Us: Email moonbike@gmail.com within 30 days of delivery with the subject line “Return Request – [Your Order Number].” Please include:

    • Your full name and order number

    • The item(s) you wish to return

    • Reason for the return

    • Photos of the product (if damaged or defective)

  2. Wait for Approval: Our support team will respond within 2–3 business days to confirm your eligibility and provide the return instructions, including the return shipping address.

  3. Ship the Item Back:

    • Repack the item securely in its original packaging.

    • Include the return authorization email or packing slip.

    • Use a trackable shipping method.

    • You are responsible for return shipping costs unless the return is due to our error.

  4. Return Confirmation: Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed within 5–10 business days.

4. Refunds

Approved refunds will be issued to the original payment method used during checkout. Please note the following:

  • Original shipping fees (if any) are non-refundable unless the return is due to our mistake or a defective product

  • Refunds may take up to 10 business days to appear on your bank or credit card statement depending on your financial institution

  • If the returned item shows signs of use, missing components, or damage, a partial refund or store credit may be issued at our discretion

We do not offer refunds in cash or to alternate payment methods.

5. Exchanges

We do not process direct exchanges at this time. If you would like a different item, please return your original purchase for a refund and place a new order separately.

6. Cancellations

Orders can be canceled before they are shipped. To request a cancellation, please email moonbike@gmail.com as soon as possible with the subject line “Cancel Order – [Your Order Number]”.

  • If your order has already shipped, it must follow the return process outlined above

  • Custom and special-order items may not be canceled once the order has been placed

7. Damaged or Defective Items

If your item arrives damaged, defective, or incomplete, please notify us within 7 days of delivery.

  1. Email us at moonbike@gmail.com with your order number, description of the issue, and clear photos of the damage or defect

  2. Our team will review and offer a replacement, repair, or refund based on the issue and your preference

  3. We will cover all shipping costs for damaged or defective product returns

Please do not dispose of damaged items or packaging until we confirm the resolution.

8. Return Shipping Responsibility

Unless the return is a result of our error (e.g., incorrect or defective item), you are responsible for return shipping costs. We strongly recommend using a trackable and insured shipping method, as we are not responsible for lost or undelivered return packages.

9. Restocking Fees

We reserve the right to apply a restocking fee of up to 20% for:

  • Opened products

  • Items returned without original packaging or components

  • Returns without a valid reason or outside of policy limits

Restocking fees will be deducted from the refund amount.

10. Contact Information

For questions or assistance regarding returns, refunds, or order issues, please contact:

Moon Bike USA
📧 Email: moonbike@gmail.com
🌐 Website: www.moonbike.shop
📍 Beach Ave Green Creek Cape May NJ 08210

Our customer service team is available Monday to Friday, 9 AM – 5 PM (PST).

11. Policy Updates

Moon Bike reserves the right to update or modify this Return & Refund Policy at any time. Changes will be posted on this page with a revised “Effective Date.” We encourage you to review this policy periodically before making a purchase.