Purchase Note: Please carefully review the product details before placing your order. If you have any questions, feel free to contact our responsive customer support.
For Product Defects: Mokwheel will provide the best possible assistance and offer technical support to resolve minor issues. Additionally, Mokwheel will provide necessary replacement parts and cover all repair costs in the event of damage.
1.Overview
For non-quality-related issues, the customer may request an exchange or return within 15 days of receiving the product. A processing fee of 5% of the total amount will be retained; however, a request for a waiver of this fee can be made in the case of an exchange. This fee is not paid to Mokwheel but is retained by the financial institution that processed your online payment.
2.Order Cancellation (Undelivered Items)
Undelivered Items – Cancellation and Return Policy
Before Shipment: If you contact us within the specified timeframe and the order has not yet received a tracking number, you may receive a full refund. Please note: If the shipping carrier shows "not picked up" but a tracking number exists, the item is considered shipped. In this case, please refer to our return policy under “After Shipment.”
After Shipment: If you cancel the order after it has been shipped or refuse delivery, you are responsible for the shipping and return costs—even for orders with "free shipping." Unfortunately, we cannot cancel orders that have already been processed and sent to the warehouse. We appreciate your understanding.
As our orders are processed very quickly, you must contact us within 12 hours of placing your order at support@mokwheel.de if you wish to cancel it. Once the order has been sent to the warehouse, cancellation is no longer possible. If necessary, please refer to our return policy below for more information on return and refund conditions.
3.After Receiving the Product
Important Note: Please keep the original packaging and included packing materials for at least 30 days after receiving the package to facilitate potential repairs or returns. We strongly recommend carefully storing the original box.
Since this product is a high-value and bulky item, you are responsible for the shipping costs for both outbound and return shipments in the case of a return or exchange due to reasons such as personal preference, incorrect size, minor paint scratches, or scuff marks (which do not constitute quality defects).
Return/Exchange Conditions:
The item must be in like-new condition and returned in its original, unopened packaging.
Return of a Previously Used Product:
We understand that the purchased product may sometimes not fully meet your expectations—especially if certain product details were overlooked at the time of purchase. In this case, you will be responsible for the following costs, which will be deducted from your refund:
1. Shipping costs for outbound and return shipment: €300
2. Depreciation of product value: 20%
3. Transaction fee: 5%
4. Return Period and Conditions
Return Period: You can return a new e-bike within 15 days of delivery. Please also return all accessories supplied with the bike in full.
Return Conditions:
To be eligible for a return, the item must be in the same condition as when received—unworn, unused, or, for an e-bike, with a displayed mileage of less than 16 kilometers.
All included parts (e.g., charger, keys, assembly materials, etc.) must be returned completely and in the original packaging.
5. Initiating the Return or Exchange Process
Important Note: To initiate a return, please contact us at support@mokwheel.de and follow the steps below:
Submit a Request:
Contact support@mokwheel.de to start the return process. Please include photos and videos of the item and its packaging.
Review Request:
We will review your return request based on your order details and the condition of the item.
Receive Shipping Label and Return Item:
Once approved, we will email you a shipping label so that you can 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 exchange is only available for e-bikes. If you wish to exchange for 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 return policy and must be pre-approved via email by our customer service team.
Please note that free shipping does not apply to bike exchanges. Shipping costs for the return and reshipment are to be borne by the customer, though partial waivers may be requested. Thank you for your understanding.
7. Returns Due to Shipping Damage
Customers may refuse to accept a package if it has been functionally compromised by severe shipping damage (e.g., deformation of the main structure making normal use impossible) and should file a damage report with the shipping company. Please contact us at support@mokwheel.de and provide photos or videos as evidence of missing parts, severe damage, or other quality issues. Our customer service team will assist you in arranging a replacement.
Photos and/or videos are required so that we can better understand the issue and resolve it effectively.
Note:The following cases are considered minor damage and do not qualify for free exchange or refund:
Minor damage to external packaging
Small scratches or paint chips on the product
Bent but reshapeable parts caused by transport
Replaceable bike parts on the handlebar
8. Non-Refundable Items
Items that are not eligible for refunds include, but are not limited to:
Replacement parts
All accessories
Special orders
Used items (except in cases of severe damage or defects)
Gift cards and complimentary/free items
9. Refund Processing
Once your return has been received and inspected at our warehouse, the refund will be processed within 2 days. If you have not received the refund after 2 days, please contact your bank for further information. Some refunds may take longer than others. If you still have not received your 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 return one or multiple e-bikes. The refund will be issued after the e-bike has been received and inspected.
10. Shipping Cost Notes
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 deducted from the refund to cover these costs.
If the bike has already been shipped and the customer chooses an exchange, €150 shipping will be charged for the second shipment.
This fee does not cover all return shipping costs or other associated expenses.
11. Shipping Notice
MokWheel does not cover return shipping costs. The customer is responsible for ensuring that the item is returned safely and successfully. MokWheel is not liable for any damage, loss, or other incidents that occur during the return shipment. We strongly recommend purchasing additional shipping insurance for the return package.
12. Note
If the refund cannot be processed using the original payment method and an alternative payment method is required, Mokwheel will not cover any associated costs.
13. Address
13–21 Julius-Kronenberg Street, 42799 Leichlingen, Germany
