Last updated: July 24, 2026

[Note: dollar amounts and fee percentages below are placeholders based on common industry practice. Please confirm and adjust these to match your actual policy before publishing.]

Order Cancellation

To cancel an order before it ships, please email us at truemotionhb@gmail.com as soon as possible. Submitting a cancellation request does not guarantee approval. If your cancellation is successful, you'll receive a confirmation email, and a transaction processing fee of 4.5% will be deducted from your refund.

Once an order has shipped, we're unable to cancel it. You may still refuse delivery of the package, in which case a 4.5% transaction processing fee applies (retained by the payment processor, not by True Motion Ebike), along with a return shipping fee. This fee may be waived if you choose a product exchange instead of a refund. Please choose carefully, and reach out to our team if you'd like help selecting the right bike before ordering.

Returns

The following applies to all e-bikes, e-motorcycles, and accessories sold by True Motion Ebike. Items must be in new, unused condition to qualify for a refund with no restocking fee (return shipping still applies).

For Non-Quality Issues (Change of Mind, Wrong Fit, etc.)

New and unused: Within 14 days of receipt, a return shipping fee plus a 4.5% transaction processing fee will be deducted from your refund.

Used: Within 14 days of receipt, a return shipping fee plus a 20% restocking fee will be deducted from your refund. The bike must be in good condition, with mileage on the odometer not exceeding 20 miles.

Note: Returns are not accepted after 14 days of receipt for non-quality issues.

For Quality Issues (Defects, Damage Affecting Function)

Within 14 days of receipt: A full refund will be issued with no return shipping or processing fees for items that are critically damaged or unable to function normally. You may also choose an exchange at no additional cost. Our team will review reported quality issues; if damage is found to be intentional or user-caused, standard return shipping fees will apply.

After 14 days of receipt: Depending on the circumstances, a return shipping fee may apply. Please contact us at truemotionhb@gmail.com and our team will help determine next steps.

The following are considered normal wear and are not eligible for free replacement or refund:

• Minor damage to the outer packaging
• Damage to wear parts resulting from extended or heavy use
• Gradual wear on components after a certain amount of use

Note: All returns require the original packaging and shipping box. Bikes must be free of wear, dirt, and scratches, in the same condition as received, and include all original items (battery, charger, keys, tool set, manual, etc.).

Accessories & Components

New and unused accessories may be returned within 14 days of receipt for a full refund, less return shipping. Products must be free of wear, dirt, and scratches, and returned in their original packaging.

Start a Return

Photos and/or video of the issue are required to process any return or exchange request. Please submit a return request through our contact form or email us at truemotionhb@gmail.com. If your return is approved, we'll provide instructions and, where applicable, a return shipping label.

If you arrange your own return shipment after approval, you are responsible for ensuring the package is shipped safely and arrives back to us. Items returned without prior approval will not be accepted, and we are not liable for lost return shipments arranged independently by the customer.

Refunds

Refunds are processed within 10–15 business days after we receive and inspect the returned item. Once the return is confirmed to meet our conditions, applicable fees will be deducted and the remaining balance refunded to your original payment method.

If your refund hasn't posted after 7 business days, we recommend checking with your bank or card issuer, as processing times can vary by financial institution.

Scope of This Policy

This policy applies only to products purchased directly through our official website, truemotionebike.com. Purchases made through third-party retailers or resellers are subject to that seller's return policy.

Contact Us

Email: truemotionhb@gmail.com

Contact form: https://www.truemotionebike.com/pages/contact