RETURN & REFUND

1. ORDER PROCESSING & CANCELLATION POLICY

Order Processing Time

MXWOSVE processes orders within 1 business day after the order is placed and payment is confirmed.

Orders placed on weekends or public holidays will be processed on the next business day.

Order processing refers to preparing and confirming an order for shipment. Actual delivery times may vary depending on the shipping carrier and destination.

Order Cancellation Period

Customers may request to cancel an order within 7 calendar days of placing the order, provided that the order has not yet been shipped.

Any cancellation request submitted before the order is shipped and within the 7-day cancellation period will be accepted.

Both conditions must be met:

1. The cancellation request is submitted within 7 calendar days of the order date.

2. The order has not yet been shipped when the cancellation request is submitted.

If an eligible cancellation request is received before shipment, MXWOSVE will cancel the order even if the order has already been processed.

Once an order has been shipped, it can no longer be canceled under this policy. Customers may refer to the Return Policy below for applicable return options.

How to Request an Order Cancellation

To request an order cancellation, please contact info@mxwosve.com with your order number and cancellation request.

Eligible cancellations will be refunded to the original payment method. Refunds typically take 5–10 business days to appear in the customer's account after the refund is issued, depending on the payment provider.

2. RETURN POLICY

Due to different return circumstances, MXWOSVE divides returns into three categories. Please refer to the applicable policy below based on the condition of your electric bike.

RETURN ADDRESS:

9449 8th St, Rancho Cucamonga, CA 91730, USA

2.1 Unopened

1. Electric bike returns or replacements must be requested within 14 days of receiving the product.

2. All returns or replacements must be authorized by MXWOSVE in advance via email.

3. Damage caused during transportation, such as scratches or defective parts, is not considered a valid reason for returns under this category.

4. Customers must return the product in its original packaging using the return label provided by MXWOSVE. Otherwise, MXWOSVE will not be responsible for missing items or damage during return shipping.

5. Customers must provide photos of the original packaging before shipping so MXWOSVE can verify its condition.

6. Customers must ship the returned item within 48 hours after MXWOSVE provides the return label. Otherwise, the return request may be considered canceled.

7. Change-of-mind reasons, such as no longer wanting the product, or delivery delays caused by the carrier are not considered valid reasons for a free return. In these cases, customers are responsible for actual round-trip shipping costs. For unopened products, MXWOSVE will cover 50% of those costs, and the remaining amount will be deducted from the refund.

8. Unauthorized returns may be shipped back to the customer without a refund, with shipping costs borne by the customer.

9. Refunds will be processed after MXWOSVE receives and inspects the returned package.

MXWOSVE will provide a prepaid return label after the customer confirms the applicable return shipping fee.

2.2 Unpacked but Not Used

1. Electric bike returns or replacements must be requested within 14 days of receiving the product.

2. Damage caused during transportation, such as scratches or defective parts, is not considered a valid reason for returns under this category.

3. All returns must be authorized by MXWOSVE in advance via email.

4. Customers must use the return label provided by MXWOSVE.

5. Customers must provide photos of all returned items and their outer packaging before shipping.

6. Returned items must include the original packaging. The box must be securely sealed, the electric bike and its packaging must not be damaged, and all accessories and parts must be included.

7. Customers must ship the item within 48 hours after receiving the return label from MXWOSVE.

8. The printed return label must be attached to the shipping carton.

9. Because the original packaging has been opened, the electric bike can no longer be sold as a brand-new product, whether assembled or not. A depreciation fee equal to 30% of the electric bike's selling price will be deducted from the refund.

10. Unauthorized returns may be sent back to the customer without a refund, with shipping costs borne by the customer.

11. The cost of any missing parts, accessories, or original packaging will be deducted from the refund.

12. Refunds will be processed after the returned items have been received and inspected.

2.3 Unpacked and Used

1. Electric bike returns or replacements must be requested within 14 days of receiving the product.

2. Damage caused during transportation, such as scratches or defective parts, is not considered a valid reason for returns under this category.

3. All returns must be authorized by MXWOSVE in advance via email.

4. Supporting evidence must be provided for return or replacement requests.

5. Customers may arrange return shipping independently or use the return label provided by MXWOSVE.

6. Returned items must include the original packaging. The box must be securely sealed, the electric bike and its packaging must not be damaged, and all accessories and parts must be included.

7. Customers must provide photos of the returned items and their packaging before shipping.

8. Customers must ship the returned item within 48 hours after MXWOSVE provides a return label.

9. The printed return label must be attached to the shipping carton.

10. Unauthorized returns may be shipped back to the customer without a refund, with shipping costs borne by the customer.

11. Damage occurring during return shipping may result in deductions from the refund. Customers may purchase return shipping insurance at their own expense.

12. Missing parts, accessories, or original packaging may result in deductions from the refund.

13. Refunds will be processed after MXWOSVE receives and inspects the returned items.

14. Because MXWOSVE sells brand-new electric bikes, returns of used electric bikes may result in significant losses. Customers are responsible for round-trip shipping costs and the applicable restocking fee.

2.4 Non-returnable Items

• Batteries

• Special orders

• Sale items

• Gift cards

• Gifted orders

3. REFUND POLICY

3.1 Refund Method

Approved refunds will be issued to the original payment method used for the purchase.

3.2 Refund Processing and Arrival Time

Once your returned item has been received, inspected, and approved, MXWOSVE will initiate your refund.

Refunds typically take 5–10 business days to appear in your original payment account after the refund is issued, depending on your bank, card issuer, or payment provider.

This timeframe applies to credit cards, debit cards, PayPal, and other eligible original payment methods.

3.3 Refunds, Exchanges, and Store Credits

Once your return is received and inspected, MXWOSVE will send you an email confirming receipt of the returned item. We will also notify you whether your refund request has been approved or rejected.

If your return is approved, your refund, exchange, or store credit will be processed accordingly.

Refunds: Approved refunds will be issued to the original payment method. Please allow 5–10 business days for the funds to appear in your account.

Exchanges: MXWOSVE offers exchanges within the United States. We do not offer exchanges for international orders. However, eligible international customers may receive a refund or store credit to place a new order.

Exchanges typically ship on the next business day after the return has been processed. Returns processed from Friday through Sunday will generally have replacement orders shipped on Monday.

Store Credits: If store credit is requested and approved, a promotional code will be issued by email.

3.4 Late or Missing Refunds

If you have not received your refund after 10 business days from the date it was issued:

1. Check your bank account again.

2. Contact your credit card company or payment provider, as posting times may vary.

3. Contact your bank to confirm whether the refund is pending.

4. If you have completed these steps and still have not received your refund, please contact us at info@mxwosve.com.