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Returns and Refunds

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. This does not include covered items under the manufacturing companies coverage.

To be eligible for a return, your item must be in the same condition that you received it, unused, with all of the original tags and labels in the same condition as received and not altered in any way, and in its original packaging. You’ll also need your receipt and invoice number or payment information. 

To start a return, you can contact us at cs@getmovingelectricbikes.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be approved or accepted.

You can always contact us with any return question at cs@getmovingelectricbikes.com. Fraudulent chargebacks without first contacting us and adhering to the return policy and instructions will be prosecuted to the fullest extent of the law under the state of Massachusetts.

Damages and issues

When your product(s) first arrives you should first inspect the packaging of your item(s) for large dents, alterations, or opened or ripped areas of the packaging containing your items.  If you notice any damage you should immediately make note of it when your or any person you have accept and sign acknowledging the delivery.  If your item(s) do arrive damaged, please send photos cs@getmovingelectricbikes.com and we will process an insurance claim on your behalf. The email should have a subject mention “DAMAGED ITEM(S)” so it can be seen and resolved in a more expedited time. We also ask that you fully explain what you encountered or saw when examining the packaging and then the items you purchased. 

Exceptions / non-returnable items

Items that do not follow the return policy are not eligible to be returned. This includes damaged items that do not have the product in the original and potentially damaged packaging or other examples as mentioned above. Please get in touch if you have questions or concerns about your specific item. We understand life happens, however we have to cover all aspects and protect all parties. Unfortunately, we cannot accept returns on sale, custom work, or discontinued items or gift cards.


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


We will notify you immediately as soon as your approved return is received and inspected and inform you whether the return was accepted.

All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges as well as a 20% restocking fee. Refunds will only be issued to the original form of payment that was used at the time the order was placed such as the original PayPal account, credit card, and etc. If the refund is approved it will be processed within 3 - 5 business days.