Returns & refunds

Ride it. If it is not right, send it back within 30 days. This page states the exception cases plainly rather than burying them.

Last updated August 12, 2026

The window

You have 30 calendar days from delivery to request a return on any product. The clock starts the day the carrier marks the parcel delivered, not the day you ordered. Return any unused item within 30 days for a full refund. Opened ebikes and scooters are subject to a 10% restocking fee.

Condition	Refund	Fee
Unopened, original packaging	Full refund	None
Opened, unused, all parts present	Full refund	None
Ebike or scooter ridden or registered	Full refund	10% restocking
Parts installed or charged	Case by case	Up to 25%
Damage from a crash or misuse	Not returnable	–

How to start a return

1. 01 Request the return

   From your account under Orders, or email support@nationalmotorbike.com with the order number. No explanation required – though it genuinely helps us fix things.

2. 02 We issue a label

   Within one business day. Parcels get a prepaid label; bikes get a freight pickup we schedule around you.

3. 03 Pack it as it arrived

   Reuse the original carton and the fork block. A bike returned loose in a different box usually arrives damaged, and damage in transit is the one thing that reduces a refund.

4. 04 Refund on arrival

   We inspect within two business days of the parcel landing and refund to the original payment method. Three business days for the money to appear, longer for some banks.

You get two emails: one when the return arrives, one when the refund clears. If you have not heard anything within five business days of shipping it back, tell us – something has gone wrong and we would rather chase it than have you wonder.

What cannot be returned

• Products damaged by a crash, a drop, or immersion in water.
• Batteries that have been opened, punctured, or connected in parallel with another pack.
• Custom or special-order items, and clearance stock sold explicitly as final sale.
• Gift cards, and labour or pro-assembly services once performed.
• Items returned without the serial number they shipped with.

Wear items – brake pads, tires, cables, chains – are returnable only if unused. Fitted and ridden wear items are not, for the obvious reason.

Exchanges and price adjustments

We do not do formal exchanges, because holding a replacement hostage to a return inspection keeps you waiting. Instead, return the original for a refund and order the replacement immediately – you get it days sooner.

If an item you bought drops in price within 14 days of your order, we refund the difference on request. Sale prices applied to orders placed during the sale are not retroactive.