What is your exchange & return policy?

April 26, 2024

Free Replacement: Customers can reject the package due to major damage during delivery (affecting the functionality of use), or contact customer service for missing parts, major damage, or other quality issues. Our customer service team will arrange for a replacement.
Please provide pictures or videos as evidence to help us better understand the problem and solve it effectively.
Definition of a serious damaged product: The main structure of the product is obviously deformed, affecting the use of its functions.
Note: The following situations are considered normal situations and do not qualify for the free replacement or refund policy:
  • A) Minor damage to the packaging.
  • B) The product has minor scratches or peeling paint.
  • C) Damage caused by excessive use of parts or consumables.
  • D) Damage to parts or consumables after a certain period or number of uses.
If there is no quality problem, customers can apply for exchange or return within 15 days after receiving the goods. There will be a 10% handling fee as processing cost, but if you receive an exchange order, the fee can be waived. Customers will also need to bear 20,000 yen for return shipping. marsant'sx will provide a return label and the designated shipping company will pick up the return package. Customers can arrange for self-return shipping.
To qualify for an exchange or return, your bike must be unused, free of dirt, dust, odors, etc., in the same packaging and condition as when you received it. The LCD display mileage must be less than 10 miles.
Please note: If you decide to arrange your own return shipping and the request is confirmed by Marsant'sX customer service team, you are responsible for ensuring the safety of the shipping and the success of your return. You should select the receipt confirmation service. We recommend adding shipping insurance to your return package. Marsant'sX is not responsible for any damage, loss, or other incidents that occur during shipping arranged by you.
Items that cannot be returned include, but are not limited to:

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