CEMOTO Return & Refund
Refund & Return Policy
At CEMOTO, we want you to be fully satisfied with your purchase. This page explains our refund and return process, including timelines, conditions, fees, and how to start a return.
1. Return Window
You have 15 days after receiving your item to request a return. After this period, returns may not be accepted unless the item is defective or damaged.
2. Order Cancellations
You may cancel your order within 90 minutes of placing it for a full refund. After that, cancellations follow these timelines:
- In-stock eBikes: Processed within 5 business days.
- In-stock Warranty Orders: Processed within 10 business days.
- In-stock Parts & Components: Processed within 15 business days.
If you cancel after 90 minutes but before shipment, a 3% processing fee will be deducted from your refund to cover payment transaction costs.
3. Return Eligibility
To be eligible for a return, your item must be:
- In the same condition as received
- Unworn or unused
- With original packaging and accessories
- With proof of purchase
To start a return, please contact us at info@cemotoride.com.
4. Return Shipping Process
If your return is approved, we will send you a return shipping label and detailed instructions. Please send your return to:
Return Address:CEMOTORIDE Returns Center
4250 Shirley Ave, El Monte, CA 91731
Phone: 626-216-0518
Returns sent without prior authorization may not be accepted.
5. Return Shipping Costs
If the return is due to personal preference (such as changing your mind), customers are responsible for return shipping costs.
If the return is due to our error (damaged, defective, or incorrect item), CEMOTO will cover the return shipping fees.
6. Damages & Issues
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at info@cemotoride.com so we can resolve the issue promptly.
7. Non-Returnable Items
The following items cannot be returned:
- Perishable goods (food, flowers, plants)
- Custom or special-order items
- Personal care products
- Hazardous materials
- Sale items and gift cards
8. Exchanges
To exchange an item, please return the original product first. Once approved, you may place a new order separately.
9. Refunds
We will notify you once your return is received and inspected. If approved, refunds are typically processed within 10 business days to your original payment method.
If you have not received your refund after 15 business days, please contact us at info@cemotoride.com.
10. Refused Deliveries
If a customer refuses delivery of a shipment without prior written authorization from CEMOTO, the following fees will be deducted from the refund:
- Return shipping cost: The actual cost of returning the package to our warehouse.
- Restocking fee: A restocking fee of 10% of the order total will be applied.
Refused deliveries are not eligible for a full refund. CEMOTO reserves the right to adjust these fees based on the actual costs incurred.
11. Shipping Protection (Insurance)
Shipping Protection fees are non-refundable under all circumstances. Once an order has been shipped, the Shipping Protection service is considered rendered and cannot be reversed or refunded, regardless of the reason for return or cancellation.
Refund & Return FAQ
Q: How long do I have to return my item?
A: You may request a return within 15 days after receiving your order.
Q: Who pays for return shipping?
A: If the return is due to personal reasons, the customer covers return shipping. If caused by product defects or shipping damage, CEMOTO covers the cost.
Q: How long does it take to receive my refund?
A: Approved refunds are usually processed within 10 business days after inspection.
Q: How do I start a return?
A: Please contact info@cemotoride.com before sending any item back.
Q: Is the Shipping Protection fee refundable?
A: No. Shipping Protection fees are non-refundable once the order has been shipped.