Return Policy
At Muon. bike, no order is complete until you are fully satisfied. Please shop with confidence and that is why we make returns within 30 days of customer receipt. Please contact our support team to request a refund or get help with your order. There is no handling fee for our returns. You will receive your refund within 3-5 working days. And our E-Bikes enjoy a good warranty service, such as the frame enjoys a two-year warranty period. Please refer to the warranty policy for details.
Return and Exchange Shipping Costs and Fees
We do not charge additional fees for returns and exchanges.
Regarding shipping costs:
If the return or exchange is due to our fault, such as sending the wrong item, product quality issues, or other reasons accepted by our customer service team (note: minor damage to the outer packaging caused by shipping that does not affect product use is not a valid reason for return), we will cover the shipping costs. Once we receive the returned package, we will process the refund or send out the replacement.
If you wish to return or exchange for reasons not caused by us, you will need to cover the shipping costs. The item must be unused, free of dirt, dust, or any other signs of use, and in its original packaging (otherwise, we will refuse to provide return or exchange services). Once we receive the returned package, we will process the refund or send out the replacement.
Refund Processing Time
You will typically receive your refund within 3-5 business days, depending on your payment bank.
Return and Exchange Process
1.Please contact our customer support team at service@muon.bike within 30 days of receiving your order. Send us your return or exchange request along with detailed photos of the front, side, and back of the packaging and product. This will help us quickly confirm the status of the package and product and expedite your return or exchange process.
2.Once we have confirmed the status of the package and product and discussed the details of the return or exchange with you, we will provide you with specific return instructions so you can send the package back to us.
Note: Please do not return the package to the original shipping address on your own (contact our customer service team first), as this may result in the package being lost in transit or refused by the warehouse due to lack of return registration, which may prevent a refund or exchange.
3.After we receive your return package and confirm its status, we will process your refund or exchange.
How will customers get the return label?
For defective products (this happens when the product is incorrect, damaged by the carrier, or defective in another way)
We will send the return label to the customer via email. The customer can download and print it.
For customer remorse (this happens when the customer purchased the wrong product, it doesn't fit, or they no longer want the item)
Customer is responsible for sending back the package.
About Warranty:
If you are a consumer, you have a legal warranty of 1 year starting from the delivery of the product according to the conditions set out in the relevant legislation. Claims under warranty must be made directly to Muon. Any repair under warranty needs to be executed by Muon or approved by Muon in advance. If not, Muon has the right to refuse the warranty claim.
Parts covered by warranty:
Recipient: Muon Return Team
Service TEL: +49(0)3023599440
Return & Exchange TEL: +420 605 003 992
Email address: service@muon.bike
Online Service Time - 9:00 am to 6:00 pm CET office hours.
Returning to this address without Customer Service's receipt will not be accepted, and customers will be responsible for all losses and costs.
