Refund policy

Guidelines

 

For non-quality issues: Customers can request a replacement or return within 15 days of receiving the product. A 5% Processing Fee will be charged on all credit card purchases, 10% for Shopify installment payments, and 12% for Affirm installment payments,  but these fee's could be waived for product exchanges of equal or higher value. Customer is responsible for all return shipping costs. Customers must provide a shipping label with tracking from a shipping carrier of your choice to be delivered to our directed warehouse after approval from us by email. 

 

For Product Defects during the Warranty Period: Ultimate Life LLC/Mokwheel will do its best to service you and provide tech support to fix simple issues. Mokwheel will also provide the replacement parts necessary as well as provide free shipping of those parts to customer.

 

For Shipping Damages: Ultimate Life LLC/Mokwheel will do its best to service you, provide all the parts necessary.and cover all reasonable pre-approved repair costs. Customer must contact and file a Damage Claim with the Shipping Carrier and Contact Ultimate Life LLC or Mokwheel within 5 days of receiving said damaged items.   

 

To begin a return or exchange process, the following must apply:

  1. All returns and refunds must be within 15 days of receiving the bike.

  1. All bikes over 10 miles in total mileage cannot be refunded.

  1. All returns will embody a processing fee and shipping fee at one’s own expense.

  1. All bikes must not have any wear, dirt, scratches, or any signs of use, must be in the same packaging and condition as you received them,  and must include all items in the box ( battery, charger, keys, hardware, etc.). 

Procedure: 

 

All Returns must be approved prior to shipping back to us. Once the Return Cancellation request is approved, Ultimate Life LLC will send a Cancellation Notification to the customer via Email. If a product is Returned without our Approval, No Refunds will be Issued. Ultimate Life LLC refuses all shipments that are not scheduled to arrive. To begin this Process, please email Ultimate Life LLC at Skiman1115@yahoo.com for approval along with photos of the product prior to shipping or dropping them off.

 

Shipping:

Bikes are usually shipped out within 2-5 business days. If the bike(s) has/have already been shipped, a $150.00 shipping fee/per bike will be required for any shipping alterations, or returns.
 

Note: Ultimate Life LLC is not responsible for return shipping costs and it is the customer's responsibility to ensure the safety of the shipment and the success of the return, and must choose a signature confirmation service for the shipment. Ultimate Life LLC is not responsible for any damage, loss or other incident in transit to the shipment returned by the customer. It is highly recommended to add additional shipping insurance for the returned parcels.

 

Fees

 

There will be a 5% credit card processing fee for all credit card payments. A 10% processing fee for all Shopify Installment Plan payments. A 12% processing fee for all Affirm payment plans for all order cancellations, however it will be waived for bike exchanges. If the bike has already been shipped from Mokwheels warehouse, there will be an additional $150 shipping & handling fee/per bike required. 

The purchase price of any bike includes the cost of one shipment.  If the bike has already been shipped and the customer decides to cancel or return $150.00 will be deducted from the refund amount to cover that cost.   If the bike has already been shipped and the customer decides to exchange, a $150.00 shipping fee will be required to cover the cost of the second shipment.  This is in addition to any fees or costs related to return shipping.

The customer may be charged up to a 20% restocking fee for inspection, repackaging, repairs, and refurbishing. This will be waived if the product is unused.

 

Shipping damage returns

Customers may reject packages due to severe shipping damage (functionality that affects use such that the main structure of the product is significantly deformed in a way that affects its normal function in any way.) and open a case with the shipping carrier, Please contact Ultimate Life LLC at Skiman1115@yahoo.com or Mokwheel with photos or videos of proof to resolve missing and severely damaged parts or other quality-related issues. Our customer service team will help arrange a replacement.

 

Photos and/or videos are required as evidence in order for us to better understand the problem and effectively resolve it.

 

Note: The following conditions will be considered minor and will not apply to the free exchange or refund policy.

 

  1. Minor damage to the outer packaging.
  2. Slight scratches or paint loss on the product.
  3. Malleable parts bent due to shipping.
  4. Replaceable bike parts on the handlebar.

Note: We do not accept any shipping damage returns after 5 days of receiving the product and all shipping damage claims will be denied.

 

Model Exchanges/Order Modifications

 

Model Exchanges are only available for E-Bikes. If you wish to exchange for another model, customers may place a new order for the desired model and return the products from the original order by contacting our customer service in advance. All exchange requests must follow our return policy and receive pre-approval notification from our customer service team in an email. Free shipping does not apply to the exchanged E-Bike. 

 

Non-refundable items

 

Include, but are not limited to

 

  1. Replacement parts
  2. All accessories
  3. Special orders
  4. Used items, except for extreme cases of breakage/failure
  5. Gift cards and freebie orders

 

Refund Processing

 

Refunds will be processed within 5 days once the product is confirmed returned at our warehouse and inspected. If you did not receive the amount after 5 days, please check with your bank for further details. Some refunds may take longer to process than others. If you still do not receive your refund, please contact us by calling (678) 548-5678 during normal business hours.

 

Note: Any items returned with an order using a discount code will have the entire discount code value subtracted from the refund value, whether you are returning one E-Bike or multiple E-Bikes. Refunds will be made after we receive and inspect the E-Bike.