Return & Refund Policy


Please note:Keep the original shipping box in a good shape in case you'd like to issue a return afterwards.

If you're not 100% satisfied with your e-bike purchase, we'd love to help.

You have 15 days from the day you receive your e-bike to request a refund (as long as your e-bike is in an as new condition). All you need to do is contact and let us know that you want to initiate a refund request. You'll need to include proof of your purchase and the same card that you used when you originally purchased the bike. 

One of our friendly colleagues will then be happy to process the refund for you. Terms and conditions apply.

Terms and conditions

In addition to your consumer rights and subject to the remainder of this section, if you change your mind and decide you no longer want your Macfox e-bike, you have the right to return the e-bike within 15 days of purchase, even if the e-bike has been used.

Please note that you will be required to pay the shipping cost if there are no quality issues.

If the product needs to be returned or exchanged due to serious product quality issues, the shipping fee shall be borne by us.

Your e-bike must be clean and in good condition in order to be eligible for a refund. Bikes that are dirty, scratched, or otherwise damaged (with the exception of minor superficial dirt) will NOT be accepted for return. Furthermore, the mileage displayed on the e-bike must be less than 10 miles.

You must also return the charger, battery key, manuals, and any other components, as well as your online order confirmation. Macfox reserves the right to refuse the return or exchange request if you do not have a receipt or order confirmation.

Used e-bikes can only be returned via shipment. If your request is approved by Macfox, you will receive a written confirmation and a shipping label. Please ensure that you have both of these before shipping them.

For returns approved by Macfox, you will receive Macfox’s written confirmation and shipping label. Please make sure you have both of these before you ship to us.


  1. You need a written confirmation or approval of your return request from Macfox.
  2. Please try to use the original packaging when sending your items back and make sure they're securely packaged. Macfox cannot be held responsible for any damage during shipping.
  3. Attach the return address label included with your delivery.
  4. Make sure you ship the bike in time for us to receive it within 15 days of receiving your order..
  5. NOTE that returns are at your own expense.
  6. We recommend using a trackable service and getting proof of shipping.
  7. Please email with your tracking number.
  8. Please keep your proof of postage until we’ve confirmed your refund has been processed.

Once we have received the e-bike, our after-sales service will check if the bike has been used in the proper way. After inspection, if there is no issue, you will get a refund within 5 business days. We will refund you.

Refunds and Returns


Before shipping

Order Cancellation: No processing fee if you cancel orders that haven't entered the shipping process yet

Change of Address: There is no fee for address changes before shipping.

Replacements and exchanges: If the customer does not place a new order or the total amount is significantly lower than the original order, the product difference will be charged.

After shipping

Order Cancellation: If your order is shipped and cannot be modified, you may reject the package.

The customer is responsible for the return shipping cost of $150. Macfox will provide a return shipping label, and the designated carrier will collect the return package.

Please Note: We do not accept returns for accessories that are not quality problems.

Change of Address: If you fail to change your address, you may refuse the package and $150 will be charged as a reshipping fee. 

Replacements and exchanges:

A) If you fail to change, you may reject the package and $150 will be charged as a reshipping fee.

B) If you fail to reject the item and still want to cancel the order, the customer is responsible for the return shipping cost of $150.


      Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.

      If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at

      Returns of New and Unused Items Outside the 15-Day Window

      If you wish to make a return outside of the 15-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee in the amount of twenty percent (20%) of the purchase price.


      Monday-Friday, 9AM-6PM(PST)

      This is not the return address, contact us by mail and get the return address please.