Refund policy

Last updated: March 2026

Please review our return and refund policy carefully. This policy applies to all products purchased through emokobike.com.

POLICY OVERVIEW (Summary)

  • Return Window: 30 Days from delivery date
  • Product Condition: New, Unused (E-bikes <10km usage)
  • Return Method: By Mail (Label provided via email)
  • Restocking Fee: €200 per unit (See details below)
  • Return Shipping Fee: Customer responsibility (Non-quality issues)

1. Return Eligibility (30-Day Window)

We offer a 30-day return policy. You have thirty (30) days after receiving your item to request a return. Returns are not permitted after this period.

To be eligible for a return, your item must be:

  • In the same condition that you received it (unworn and unused).
  • For E-bikes: Must show less than ten (10) kilometers on the display.
  • In its original packaging with all included accessories (charger, keys, hardware, manuals).
  • Accompanied by the receipt or proof of purchase.

Returns Packaging Condition (Strictly Enforced)

All e-bikes purchased online must be returned exclusively in their original manufacturer packaging, including carton, internal supports, and protective materials.

Returns submitted without original packaging shall be automatically rejected, and no collection or refund shall be provided.

Emoko shall bear no liability for damage, loss, or rejection arising from insufficient or non-original packaging.

2. Fees & Return Shipping Costs

It is critical to understand who is responsible for shipping costs and fees.

A. Defective or Wrong Items (Quality Issues)

Please inspect your order upon reception. If the item is defective, damaged, or you received the wrong item:

  • Return Shipping: Paid by EMOKO.
  • Restocking Fee: Waived (€0).
  • Resolution: We will offer a free exchange, repair, or full refund after inspection.

Note: You must provide photos/videos of the defect to support@emokobike.com immediately.

B. Customer Remorse (Change of Mind / No Longer Needed)

If you wish to return an item for reasons not related to quality (e.g., changed mind, wrong size ordered):

  • Return Shipping: The customer is responsible for the return shipping cost.
  • Restocking Fee: A handling fee will be deducted from your refund.

Restocking Fees for Non-Quality Returns:

  • Electric Bicycles: €200 per unit.
  • Batteries: No restocking fee.
  • Accessories: No restocking fee.

3. Non-Returnable Items

Certain items cannot be returned unless they arrived defective:

  • Products from unauthorized resellers.
  • Damage caused by human misuse, negligence, or improper assembly.
  • Special orders or personalized items.
  • Giveaways or promotional free items.
  • Used Accessories: Accessories such as helmets, fenders, locks, etc., cannot be returned once opened or used for hygiene and safety reasons.

4. How to Initiate a Return

  1. Contact our support team at support@emokobike.com with your order number and reason for return.
  2. If accepted, we will send you instructions and a return shipping address.
  3. Pack the item securely in its original packaging.
  4. Send the item back using a trackable shipping method. (We advise taking a photo of the tracking number).

Note: Items sent back to us without first requesting a return will not be accepted.

5. Refund Process

Once we receive and inspect your return (typically within 5 business days of receipt):

  • We will notify you of the approval or rejection of your refund.
  • If approved, the refund will be processed minus any applicable restocking fees.
  • A credit will automatically be applied to your original method of payment within 1-2 business days.

Late or Missing Refunds: Please note that it may take additional time (typically 3-7 business days) for your bank or credit card company to officially post the refund. If you haven’t received it after this period, please contact your bank first, then contact us.

6. Order Cancellations

  • Before Shipment: Supported free of charge (if tracking number is not yet generated).
  • In Transit: Cancellation is generally not supported. If forced, the package will be treated as a "Customer Remorse" return, and the €200 restocking fee will apply.

Contact Us
For any questions regarding this policy, please contact us at: support@emokobike.com