Return & Refund Policy

At Movcan, customer satisfaction is our top priority. Our quality control team carefully inspects every item before shipment, and we stand behind the quality of our products. We encourage you to review all product details thoroughly before placing your order. If you receive a product with a quality defect or shipping damage, we will process your return, refund, or exchange in a timely manner in accordance with this policy. Our support team is available to assist you at any time.

30-Day Return Policy

We offer a 30-day return window for all electric bikes purchased directly from Movcan. This window begins on the date of delivery confirmation.

Non-Quality Returns

For returns initiated for reasons unrelated to product defects or shipping damage, the following terms apply:

• Brand new, unused bikes (no signs of wear, dirt, scratches, or use): If requested within 30 calendar days of delivery confirmation, you will receive a full refund of the product price (excluding original outbound shipping fees). The buyer is responsible for all return shipping costs, and a 15% restocking fee based on the product price will be deducted from the refund.
• Used bikes (under 50 miles of total mileage): If requested within 30 calendar days of delivery confirmation, you will receive a full refund of the product price (excluding original outbound shipping fees). The buyer is responsible for all return shipping costs, and a 20% restocking fee based on the product price will be deducted from the refund.
• E-bikes with over 50 miles of total mileage are not eligible for return or refund for non-quality reasons.

Shipping Damage / Quality Issues

• If your product arrives with shipping damage or has a verifiable quality defect, you must report the issue to us within 7 calendar days of delivery confirmation, accompanied by clear photo or video evidence of the problem.
• Eligible customers may choose a full refund (with no return shipping or handling fees deducted) or an exchange for a replacement electric bike.
• Once a valid claim is submitted and verified within the 7-day window, the full return or exchange process must be completed within 30 calendar days of delivery confirmation. Reports submitted after the 7-day window may not be accepted, and we may be unable to offer a replacement, compensation, or further assistance.

No Returns After 30 Days

All return and exchange requests must be initiated and completed within 30 calendar days of delivery confirmation. Returned items must remain in condition consistent with their return category as outlined above.

Cancellation Policy

Orders are typically processed for shipment within 1–2 business days of payment, and generally enter the fulfillment center processing queue within 24 business hours.

• You may cancel your order free of charge before it enters the fulfillment processing queue.
• Once your order has entered the processing queue at our fulfillment center, we are unable to process any cancellations or order modifications.

Please double-check your shipping address, contact number, and order details immediately after placing your order. If you identify any issues, contact our customer service team promptly for assistance.

Order Modification

• Before shipment: You may request a free order modification by contacting us at service@movcan-ebike.com.
• After shipment: No order modifications can be made once the order has been dispatched.

Refused Shipments

If you refuse delivery of an order that has already been shipped, the returned shipment will be processed as a non-quality return.

• We reserve the right to deduct a 15% restocking fee (based on the order subtotal) plus all original outbound and return shipping costs from your refund.
• Once an order has been shipped, it cannot be canceled or modified.
• A refund will be issued to your original payment method in accordance with the terms of this policy, with applicable fees deducted.

Return & Exchange Eligibility Requirements

To be eligible for a return or exchange, all of the following must be met:

1. The request is submitted and completed within the 30-calendar-day return window.
2. For non-quality returns:

• The e-bike must be returned in its original, undamaged packaging and shipping box.
• The bike must be undamaged, free from excessive wear, dirt, or scratches, and include all original items (battery, charger, keys, accessories, etc.).
• If the original packaging or shipping box is damaged or discarded, the customer will lose the right to return the product for non-quality reasons.

3. For returns due to confirmed quality defects or shipping damage:

• Packaging damage caused by delivery will not invalidate your right to return or exchange the product.

4. All returns must be pre-approved by Movcan and assigned a valid Return Authorization (RA) number. Unsolicited returns (without a valid RA number) may be rejected by our warehouse upon receipt and will not qualify for a refund.

Return Process

To initiate a return for purchases made through https://www.movcan-ebike.com/, please follow the steps below:

1. Contact us at service@movcan-ebike.com to submit your return request.
2. Provide your proof of purchase (order confirmation or receipt) and any required supporting evidence for verification.
3. Once your request is approved, we will issue a Return Authorization (RA) number and provide a return shipping label or courier pickup instructions based on your location.
4. After the returned item is received and inspected at our warehouse, your refund will be processed within 3 business days.
5. Refunds typically take 3–7 business days to appear in your original payment method, depending on your payment provider’s processing schedule.

If you have followed the process above and have not received your refund, please contact us at service@movcan-ebike.com.

Return Addresses

Approved returns may be shipped to one of the following warehouse locations, as directed in your return authorization email:

• Houston (South) Warehouse

8786 Westpark Dr, Houston, TX 77063

Recipient: CeiCei

Phone: 832-573-7718

• Los Angeles (West Coast) Warehouse

15302 Valley Blvd, City of Industry, CA 91746

Recipient: Savannah

Phone: 626-741-4698

• New Jersey (East Coast) Warehouse

49 STOUTS LN, Unit 3 & 4

Monmouth Junction, NJ 08852

Recipient: Chao Guo

Phone: 908-616-1896

Delayed or Lost Refunds

If you have not received your refund within the expected timeframe, please take the following steps:

1. Double-check your bank account transaction history.
2. Contact your credit card company, as it may take additional time for the refund to post to your statement.
3. Contact your bank directly, as refund processing times vary by financial institution.

If you have completed all of the above steps and still have not received your refund, please contact us at service@movcan-ebike.com.