Purchase Note: Please check the product details carefully before ordering. If you have any questions, please feel free to contact our responsive customer support.
In case of product defects: Mokwheel will provide you with the best possible support and technical support to solve simple problems. In addition, Mokwheel provides necessary spare parts and covers all repair costs in the event of damage.
1. Overview
For non-quality problems, the customer can request an exchange or return within 15 days after receiving the product. A processing fee of 5 % will be deducted from the total amount, although an application for waiver of this fee can be made in the event of an exchange. This fee is not paid to Mokwheel but is retained by the financial institution that processed your online payment.
2. Cancellation of orders (goods not received)
Items not received – cancellation and return policy
Before shipping: If you contact us within the specified deadline and the order has not yet received a tracking number, you can receive a refund. We will retain a 5% processing fee (this fee is not charged by us). Please note: If the shipping service provider displays “not collected” but a tracking number is available, the goods are considered shipped. In this case, please note our return policy under “After Shipping”.
After shipping: If you cancel or refuse to accept the order after shipping, you will be responsible for the return shipping costs - even for orders with "free shipping". Unfortunately, we are no longer able to cancel orders that have already been processed and delivered to the warehouse. We thank you for your understanding.
Because our orders are processed very quickly, you must contact us within 12 hours of placing your order support@mokwheel.de Contact us if you would like to cancel this. If the order has already been sent to the warehouse, cancellation is no longer possible. If necessary, please see our Returns Policy below for further information on return and refund conditions.
3. After receiving the goods
Important Note: Please retain the original packaging and included packing materials for at least 30 days after receiving the package to allow for possible repairs or returns. We therefore strongly recommend that you store the original box carefully.
Since this product is a high-quality and bulky item, if you return or exchange for reasons such as personal preference, incorrect size, minor paint scratches or knock marks (which do not constitute quality defects), you will be responsible for paying the return shipping costs yourself.
Return/Exchange Conditions:
The goods must be in new condition and returned in the original, unopened packaging.
Returning a product that has already been used:
We understand that sometimes the product you purchase may not fully meet your expectations - especially if product details were overlooked during purchase. In this case, you will be responsible for the following costs, which will be deducted from your refund：
1.Shipping costs for return shipping: 300 €
2.Impairment: 20 %
3. Transaction Fee: 5 %
4. Return period and conditions
Return period: You can return the new e-bike within 15 days after delivery. Please also return all of the accessories that came with the bike.
Return conditions:
To be eligible for a return, the item must be in the same condition as when received—unworn and unused, or, in the case of an e-bike, with fewer than 16 km recorded on the odometer.
All items included in the delivery (e.g. charger, keys and installation materials) must be returned complete and in the original packaging.
5. Initiation of the return or exchange process
Important Note: To initiate a return, please contact us at support@mokwheel.de and follow the steps below:
Make an application:
Contact support@mokwheel.deto start the return process. Please include photos and videos of the item and packaging.
Check request:
We will check your return request based on your order details and the condition of the goods.
Receive shipping label and return goods:
Once approved, we will email you a shipping label that you can use to return the item to us.
6. Exchange
Requirements: An exchange is only possible if the conditions of our return policy are met.
Note:
A model change is only possible for e-bikes. If you want a different model, please contact our customer service in advance. You can then place a new order for the desired model and return the original product.
All exchange requests are subject to our returns policy and must be pre-approved via email by our customer service team.
Please note that free shipping does not apply to bicycle exchanges, and return and reshipment shipping costs are borne by the customer or may be partially waived upon request. Thank you for your understanding!
7. Return due to transport damage
Customers may refuse to accept the package if it is functionally impaired due to severe damage during transportation (e.g. deformation of the main structure making normal use impossible) and file a damage report with the shipping company. Please contact us at support@mokwheel.de and send photos or videos as evidence of missing parts, serious damage or other quality problems. Our customer service will help you organize an exchange.
Photos and/or videos are required to help us better understand the issue and resolve it effectively.
Note: The following cases are considered minor damage and do not entitle you to a free exchange or refund:
Slight damage to the outer packaging
Small scratches or paint chips on the product
Parts bent during transport but malleable
Interchangeable bicycle parts on the handlebars
8. Non-refundable items
These include, among others:
Spare parts
All accessories
Special orders
Used items (except for extreme damage or defects)
Gift cards and free orders
9. Refund Processing
Once the return has been confirmed and verified in our warehouse, the refund will be processed within 2 days. If you have not received a refund after 2 days, please contact your bank for further information. Some refunds may take longer than others. If you still do not receive the refund, please contact us.
Note: For all returns purchased with a discount code, the full value of the discount code will be deducted from the refund amount - regardless of whether you are returning one or more e-bikes. The refund will be made after receipt and inspection of the e-bike.
10. Notes on shipping costs
The purchase price of each bike includes shipping costs. If the bike has already been shipped and the customer decides to cancel the order or return the bike, 150 € will be withheld from the refund to cover these costs.
If the bike has already been shipped and the customer chooses an exchange, 150 € shipping costs will be charged for the second shipment.
This fee does not cover all applicable return shipping and other costs.
11. Shipping notice
MokWheel does not cover return shipping costs. The customer is responsible for ensuring that the goods are returned safely and successfully. MokWheel is not liable for any damage, loss or other incidents that occur during return transport. We strongly recommend that you take out additional transport insurance for the return package.
12. Note
Customers may have consumer rights under the laws of the country where the product was purchased. Nothing in this Policy is intended to exclude, limit or replace these rights. If any provision of this policy conflicts with applicable laws or regulations in the country in which you purchase, the local laws and regulations will prevail.
If the refund is not made via the original payment method and another payment method is required, Mokwheel will not cover any costs.
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