REPLACEMENT & RETURN

Please note:Keep the original shipping box in a good shape in case you'd like to issue a return afterwards.

If you're not 100% satisfied with your e-bike purchase, we'd love to help.

You have 30 days from the day you receive your e-bike to request a refund (as long as your e-bike is in an as new condition). All you need to do is contact support@multijoy.com and let us know that you want to initiate a refund request. You'll need to include proof of your purchase and the same card that you used when you originally purchased the bike. 

One of our friendly colleagues will then be happy to process the refund for you. Terms and conditions apply.

Terms and conditions

In addition to your consumer rights and subject to the remainder of this section, if you change your mind and decide you no longer want your Multijoy e-bike, you have the right to return the e-bike within 15 days of purchase, even if the e-bike has been used.

Please note that you will be required to pay the shipping cost if there are no quality issues.

If the product needs to be returned or exchanged due to serious product quality issues, the shipping fee shall be borne by us.

Your e-bike must be clean and in good condition in order to be eligible for a refund. Bikes that are dirty, scratched, or otherwise damaged (with the exception of minor superficial dirt) will NOT be accepted for return. Furthermore, the mileage displayed on the e-bike must be less than 10 miles.

You must also return the charger, battery key, manuals, and any other components, as well as your online order confirmation. Multijoy reserves the right to refuse the return or exchange request if you do not have a receipt or order confirmation.

Used e-bikes can only be returned via shipment. If your request is approved by Multijoy, you will receive a written confirmation and a shipping label. Please ensure that you have both of these before shipping them.

For returns approved by Multijoy, you will receive Multijoy’s written confirmation and shipping label. Please make sure you have both of these before you ship to us.

TO RETURN AN ITEM BY SHIPMENT

1. You need a written confirmation or approval of your return request from Multijoy.
2. Please try to use the original packaging when sending your items back and make sure they're securely packaged. Multijoy cannot be held responsible for any damage during shipping.
3. Attach the return address label included with your delivery.
4. Make sure you ship the bike in time for us to receive it within 15 days of receiving your order..
5. NOTE that returns are at your own expense.
6. We recommend using a trackable service and getting proof of shipping.
7. Please email support@multijoy.com with your tracking number.
8. Please keep your proof of postage until we’ve confirmed your refund has been processed.

Once we have received the e-bike, our after-sales service will check if the bike has been used in the proper way. After inspection, if there is no issue, you will get a refund within 5 business days. We will refund you.

Refunds and Returns

ORDER CANCELLATION&CHANGE

Before shipping

Order Cancellation: If you cancel the order that was placed within 2 hours, the processing fee will not be charged. If you cancel orders that haven’t entered the shipping process yet but have exceeded the 2-hour timeframe, 8% of the e-bike cost will be charged as a processing fee.

Change of Address: No charge fee needed before shipping.

Replacements and exchanges: If you fail to place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

After shipping

Order Cancellation: If your order is shipped and cannot be modified, you may reject the package and 10% of the e-bike cost will be charged as a cancellation fee.

You are responsible for the return shipping cost of $150. Multijoy will provide a return shipping label, and the designated carrier will collect the return package.

You total fee = $150 shipping fee +10% products price

You may also choose to self-return or arrange the return shipment by yourself.

Change of Address:

If you successfully change your address after shipping out, $20 will be charged as a processing fee.

If you fail to change your address, the fee is $0.

But if you refuse the package and 10% of the e-bike cost will be charged as a re-shipping fee. You are also responsible for the return shipping cost of $150. Total fee are 10% of ebike cost+$150.

Changing the item order:

1. If you successfully exchange the item, $20 will be charged as a processing fee.
2. If you fail to change the item, you may reject the package and 10% of the e-bike cost will be charged as a re-shipping fee.
3. If you fail to reject the item and still want to cancel the order, 10% of the e-bike cost will be charged as a processing fee. You are also responsible for the return shipping cost of $150. Total fee are 10% of ebike cost+$150.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.

If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@multijoy.com.

Returns of New and Unused Items Outside the 30-Day Window

If you wish to make a return outside of the 30-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee in the amount of twenty percent (20%) of the purchase price.