REFUND & RETURN
Like it and keep it or return it within 15 days (7 days for Accessories)!
We're sure that you'll love your Magicycle e-bike or accessories but in case you change your mind we're pleased to offer a return service within 15 days from the receipt, and 7 days for Accessories.
The return must meet the return terms listed in the following.
Simply contact email@example.com, and one of our friendly colleagues will be happy to process the return case for you. Terms & conditions apply.
CANCELLATION OF ORDERS BEFORE SHIPMENT
You may cancel an order by contacting us via email or telephone, per the “Contact Us” section below. Cancellation is not valid until you receive a confirmation from our support team.
We always trying to fulfill the orders for our customers as quickly as possible, so we cannot guarantee that every cancel request can be done. We will try our best to hold or recall the shipment for you. But please kindly be aware that there is a possibility of failing. If we hold the shipment successfully, we will help cancel the order as per the customer's request.
1) No processing fee will be charged if the shipment has not been processed.
2) A tracking number for a shipment indicates the products were packed and prepared to be picked up by the carrier. In this circumstance, we can not deal with a cancellation request.
3) A 5% processing fee will be charged if you file a cancellation request after 12 hours after you placed the order, even if the tracking number is not available. Please kindly understand that we have our employees packaging the shipment immediately once they get the order in the system. So the processing fee is charged for their labor.
1) Please refer to our cancellation policy to modify an order before the products were shipped.
2) We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email.
3) If you want to change to another bike model after you received the first bike, you will be required to pay for the round trip costs of $400 USD. Magicycle will provide a return shipping label, and the designated transport company will collect the return package. The replacement bike will be shipped after the returned bike arrives in the Magicycle warehouse.
RETURN & REFUND
For Bikes & Accessories Quality Issues
1) If you believe your Magicycle has a quality issue, your first point of contact should be where you purchased the products. If you purchased directly from Magicycle, all claims to your order must be made through Magicycle and submitted to firstname.lastname@example.org.
2) Proof of purchase and photos or videos to demonstrate the quality issue is required to be submitted alongside any free return request. Before making a free return claim, you are encouraged to contact the support team of Magicycle via email@example.com, as there may be a simple fix for the problem that does not necessitate filing a return request.
3) *Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
a. Minor damage to the outer packaging.
b. Minor scratches or paint loss on the product.
c. Damage to parts or wearing parts after excessive use.
d. Damage to parts or wearing parts after using for a certain while or a certain number of times.
e. For an issue that can be solved with replacement parts or simple adjustments, we don't offer a free exchange service and free shipping label.
Return & Refund Terms for Bikes
1) For non-quality issues, customers may ask for product replacement or return within 15 days of receiving it. A 10% processing fee will be applied. The customer is also responsible for the return shipping cost of $200(Canada:$499). Magicycle will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose to self-return or arrange the return shipment by himself or herself.
2) If the customer asks for an RS label from Magicycle, please kindly cooperate to pack the bike within a standard rectangular box and provide the accurate box size. It would be much appreciated to use an original Magicycle box and do not add any extra strap to the outer box, otherwise, the carrier will impose a fine of around $1200 for different sizes or a scan error from the shipping label. If the customer lied about the package size and caused such charges, we will have to lay half of this charge on the customer.
3) To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.
4) No further disassembly of any part of the original bike should be done until the official support team has diagnosed that there is a problem with the part. If the customer disassembles some parts by himself or herself and then reports to the after-sales team that the part cannot be used normally, Magicycle will not be responsible for the warranty of this part in principle. Products that have been further disassembled without authorization are no longer eligible for return. Magicycle will try our best to provide repair parts and professional technical support for customers.
Return & Refund Terms for Accessories
1) The following items cannot be returned or exchanged except for quality issues:
a. Free Accessories
b. Batteries (Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumers' ability to return batteries via shipping carriers.
c. Discounted items
We're sure that you'll love your Magicycle accessories but in case you change your mind we're pleased to offer a return&refund within 7 days from the day you receive it.
2) We will accept returns and exchanges of items that meet the return criteria below.
a. Repack the returned or exchanged products in the original packing.
b. No distinctive use trace.
c. The return shipping cost should afford by the buyer if there is no quality issue with the product.
*Dissatisfaction with the practical use belongs to the customer's personal experience problem, the return shipping cost should afford by the buyer.
d. Please kindly be aware that return accessories should be sent out within 7 days after you receive them. Otherwise, the warehouse could not re-storage them and we can not handle a refund.
e. You can return the item to our warehouse if the product is qualified to return, the support team will provide the return address and we will issue a refund for you after receiving your return.
f. Please kindly be aware that the shipment details should be provided immediately once you send the return out.A return may get lost if no one has been notified to take care of it. In this circumstance, Magicycle is unable to offer further assistance with a refund.
*If you arrange your own return
1) If a customer decided to arrange the return shipment by himself and the request has been confirmed by the Magicycle customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Magicycle will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
2) The customer needs to email Magicycle’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Magicycle will email the customer a cancellation notification email. The customer shall not send a return package to Magicycle without receiving a notification. Magicycle will reject all shipments without being scheduled to arrive, and the customer is responsible for any related fee or loss.
Simply contact firstname.lastname@example.org to return.
Once our warehouse has received the returned product(s) and confirmed which meets our return condition, we will deduct any applicable fee and send the remaining refund back to the customer through the original payment method.
Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after the 5 business days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at email@example.com if the refund has not received after 10 business days.