Returns and Refunds Policy

This return policy only applies to customers on our website for Metakoo Cybertrack 100 / 300 Electric Bike.

Metakoo E Bike Cybertrack 100 / 300 Returns

Any new and unused Metakoo Electric Bike Cybertrack 100 / 300 purchased from our website can be returned for a refund or exchange within the first 7-day warranty of delivery date.

You may be charged the original shipping fee and return shipping fee of $150-350 (varies by model and shipping cost) at our sole discretion for any returns or exchanges. If you order a product by mistake you will be charged according to this policy.

Metakoo E Bike Cybertrack 100 / 300 being returned must meet the following conditions:

  • To be eligible for a return, your item must be in the same condition (including the box) as it was when you received it, unworn, unused, and the bike must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use.
  • Return purchase must include all items that were inside the box (charger, keys, hardware, etc.), complete in the manufacturer’s original packaging and resalable. You’ll also need the receipt or proof of purchase.
  • The return request is sent to us within 7 days of receipt via support@metakooebike.com.You will need to provide us with pictures and videos to demonstrate that the e-bike is still in acceptable condition.
  • Shipping Returned Metakoo Electric Bike: Once your return request has been approved, please do not ship your Metakoo E Bike to the warehouse until you have received the correct shipping address from our customer service. As the return address may be different from our shipping or storage address. For the return address, please contact our customer service at support@metakooebike.com
  • The Metakoo Electric Bike is delivered to us with a return shipping label (provided by Metakoo E Bike Store after confirming the return request). Please be aware that products returned to Metakoo without the provided return shipping label will be rejected at the customer’s cost.
  • If the bike has been in your possession for 7 days or has been ridden it will not be eligible for return.

Please send us a notification after shipping the returned item and provide us with the tracking number.

For confirmed return requests, Metakoo Ebike will issue a refund as soon as the returned products are received. All refunds that are issued by Metakoo Ebike will be credited back to the original payment method used on your purchase. Please note that depending on your bank’s processing time that it could take additional business days for this to be reflected in your account.

Damages and issues

Within 7 days upon arrival, we will offer an exchange or a full refund if the product has major defects and is damaged, the freight does not need to be borne by the customer. If it happens, please send photos/videos of the product damage tosupport@metakooebike.com

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

To start a return, you can contact us at support@metakooebike.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We are not responsible for the shipping cost of the package returned by the customers themselves. You can always contact us for any return questions at support@metakooebike.com

Non-RETURNABLE items including, but are NOT LIMITED to:

  • Product from Unauthorized Reseller
  •  The damage is caused by human
  • Special order
  • Sale items or gift cards

Cancellations

All orders can be canceled if the item/items ordered have not shipped yet. Customers will be charged an 10% processing fee of the total order value (this is withheld from refund).

If you cancel after your order has been sent (you have received the tracking number) or refuse delivery, you are responsible for the original shipping fee and return shipping fee of $150-350 (varies by model and shipping cost). In addition, the original shipping fee we incurred to send the bike to you will not be refunded (even when ‘free’ shipping is advertised). Our refund policy is ‘All Sales Final’. We cannot intercept or cancel orders that have already shipped, hope you can understand.

Please go to “My Account” and find “Cancel Order” to submit the cancellation request, or you can also cancel the order by sending an email to support@metakooebike.com

Please note: Cancellation requests submitted through the website link or an email will have to be confirmed with a follow-up confirmation email. Please contact us at the above email if you did not receive the follow-up email. 

Metakoo E Bike Cybertrack 100 / 300 Refunds

Customers asking for a refund should be aware that:

  • If a lower price is available on the Metakoo Electric Bike website or other websites due to promotional activities, Metakoo E Bike shop may not refund the price difference.
  • Metakoo Electric Bike shop will not accept requests asking to refund the price difference because the customer failed (e.g., forgot to use / entered a wrong code) to use the provided coupon code before checkout.
  • All discounts and promotions are available during promotional periods only.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@metakooebike.com

Kindly note that our pricing is based on the US dollar and may fluctuate slightly based on real-time currency exchange rate movements in different places when you get a refund.

Exchanges

We only replace items if they are severely defective or extremely damaged. The return Metakoo Cybertrack 100 / 300 E Bike should in good shape, not effect our second sale. Only for the unworn, unopened package, unused. If you believe you may be eligible for an exchange or replacement, please send an email to support@metakooebike.com

***By using our site, you are acknowledging you understand and consent to our return policy and conditions.***

If you have any questions about our return policy, feel free to email us at support@metakooebike.com