Returns & Refunds

At Movcan, we want you to feel confident about every purchase. This Returns & Refunds Policy applies to e-bikes and accessories purchased directly from movcan.eu.

For products purchased from an authorised retailer, please contact the original retailer directly, as that retailer’s return policy will apply.

Nothing in this policy affects your statutory consumer rights under applicable law.

1. Cancel an Order Before Delivery

Order Not Yet Shipped

To cancel an order before it has been shipped, please email support@movcan.eu with your order number.

Once cancellation is confirmed, we will issue a full refund to the original payment method.

Order Already Shipped

If your order has already been shipped, please contact us before refusing delivery or arranging a return. Return shipping costs may apply for cancellations made after shipment.

Please do not send any product back without prior written approval from Movcan. Unauthorised returns may be refused or delayed.

2. 30-Day Right of Withdrawal

If you change your mind, you may request a return within 30 calendar days of receiving your order.

To start a return, please contact support@movcan.eu with your order number and the reason for your return.

Return Conditions

To be eligible for a return, the product must be returned in a condition consistent with normal inspection and handling. For e-bikes, this means:

The e-bike must not have been used beyond what is necessary to inspect its nature, features and function.
The e-bike must be clean and free from crash damage, misuse, unauthorised modifications or water damage.
The battery, charger, keys, manuals, tools and all included accessories must be returned.
Please retain and use the original packaging whenever possible to help ensure safe transport.

A reasonable deduction may be made from the refund if the product has been handled beyond what is necessary to inspect it, resulting in diminished value.

Unless the return is due to a confirmed fault, incorrect item or shipping damage, the customer is responsible for the direct cost of return shipping.

3. Returns for Quality Issues or Shipping Damage

If your product arrives damaged, incomplete, incorrect, or develops a manufacturing-related fault, please contact us as soon as possible at support@movcan.eu.

Please include:

Your order number
A clear description of the issue
Photos or videos showing the issue
Photos of the outer packaging if there is shipping damage

Once the issue has been reviewed and confirmed, Movcan will provide an appropriate solution. Depending on the situation, this may include troubleshooting support, replacement parts, repair instructions, repair, replacement, a price reduction, or a refund, in accordance with applicable law.

Where a return is required because of a confirmed quality issue, incorrect item or shipping damage, Movcan will cover the reasonable return shipping costs or provide return instructions.

4. How to Return an Item

Contact Movcan
Email support@movcan.eu with your order number, return reason, and relevant photos or videos.
Receive Approval
Our support team will review your request and provide return instructions. Please do not ship the product before receiving written approval.
Prepare the Product
Pack the product securely with all original components, accessories, battery, charger, keys and documents. Original packaging is strongly recommended.
Return Shipment
Follow the return instructions provided by our support team. If you arrange your own return shipment, please retain proof of shipment and tracking information.
Inspection and Refund
Once the returned item is received, we will inspect it and confirm whether it meets the applicable return conditions. We will then process the approved refund to the original payment method.

5. Refunds

For approved returns, refunds will be issued to the original payment method.

Where permitted by applicable law, Movcan may wait to process a refund until the returned product has been received or until you provide evidence that it has been sent back, whichever occurs first.

Your bank or payment provider may require additional processing time before the refund appears in your account.

Shipping fees, delivery upgrades and other non-refundable services may not be refundable unless the return is due to a confirmed fault, incorrect item or shipping damage, or otherwise required by applicable law.

6. Non-Returnable Items

The following items may not be eligible for return, except where required by applicable law:

Products damaged through accident, misuse, neglect, unauthorised modification or improper storage
Products with missing essential components, including the battery, charger or keys
Products returned without prior approval
Customised or personalised products
Gift cards