Refund Policy

Purchased but not shipped (Cancelled):

If you cancel before your order is shipped, an 8% handling fee will be charged.

Already delivered electric bikes (unused):

You can return the product within 14 days of receiving it, after which no returns will be accepted.

  • To be eligible for a return, the bicycle must be unused, free of dirt, dust, odors etc. and in the same condition and packaging as when you received it.
  • Return shipping costs will be borne by the customer.
  • A restocking fee of up to 25% will be deducted from your refund.

Used item:

  • We do not accept returns of used items except in extreme cases such as damage or malfunction.

Written return authorization from marsant's x must be obtained before making any return. If returned without consent, no refund will be given and the customer will be responsible for shipping costs to return the item or forfeit the item.

If your return is approved, you will receive an exchange or refund. Please send your item to the following address:

21068 Commerce Pointe Drive, Walnut, CA 91789

Once you have shipped the returned item, please send us a notification with the tracking number. Once we receive the item, we will exchange or refund the item. Refunds will be completed within 2 days.

If a non-returnable item is returned without authorization from our Customer Experience team, we will immediately return the item to you and notify you. Unauthorized returns may be subject to a restocking fee.

Late or Missing Refunds

If you do not receive your refund within 2 days of approval, please first double check your bank account and contact your credit card company or bank. Refunds can take some time to process. If you have completed these steps and still do not receive your refund, please contact us at customer@marsantsx.jp .

Claims for transport damage

In rare cases, items may be damaged during shipping. If damage occurs due to shipping, please contact us at customer@marsantsx.jp; and provide photo or video evidence.

Note: We will not accept claims for damages due to shipping charges if you do not contact us within 7 days from the date of receiving the product.

If you wish to return the product, you will be responsible for the shipping costs. The exact shipping cost will depend on the shipping company you choose.
If the item you receive is damaged or incorrect due to reasons attributable to us, you will not be required to pay shipping costs for that reason.