Refund and Exchange Policy

1. Cancellation of Order

For all orders (including pre-orders), we charge your credit/debit card immediately and do not accept deferred payments, regardless of when the product is scheduled to ship.

Before shipping: If you wish to cancel your order, please refer to our shipping policy.

After shipping: If you need to cancel an order after it has been shipped, we will charge you a 10% handling fee. You will also need to cover $150 in return shipping costs. Marsant's x will provide you with a return label and our designated carrier will receive your return package. You can either return the item yourself or arrange for return shipping. Marsant's x

Note: If the customer decides to arrange the return shipping themselves, and if the request is confirmed by Marsant's X's customer service department, the customer is responsible for ensuring the safety of the shipping and the success of the return. Customers should choose the receipt confirmation service and are advised to add shipping insurance to the return package. Marsant's X is not responsible for any damage, loss, or other accidents caused by the shipping arranged by the customer.

Customers should send an email regarding order cancellation to Marsant's x customer service department. Once the order cancellation request is approved, Marsant's x will send a cancellation notice to the customer by email. If the notice is not received, please do not mail the return. Marsant's x will refuse to accept all returns that are not reserved and will not bear the customer's related costs or losses.

2. Changes to your order

If you would like to change your order, please refer to our shipping policy. You can change your order before your customer receives it.

Once a customer has received an order, the order cannot be changed. Customers can contact our customer service department in advance, place a new order, and return the original product. All return requests must comply with our return policy and receive a pre-approval notice from our customer service department via email. If the product return is due to an order change, that is, the customer places a new order and the amount is equal or similar to the product being returned, the fee will be waived. If the customer does not place a new order and the amount is obviously lower than the original order, a 10% fee of the original order will be deducted from the total refund amount.

3. Exchanges & Returns

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 assist you in arranging a replacement.

You will need to provide photos and videos as evidence to help us better understand and effectively resolve your issue.

*Definition of a serious damage 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:

1. A) Minor damage to the packaging.
2. B) The product has minor scratches or peeling paint.
3. C) Damage caused by excessive use of parts or consumables.
4. 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% processing fee, but if you receive an exchange order, the fee can be waived. Customers will also need to pay $150 for return shipping. Marsant's X will provide a return label and a 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 your request is confirmed by Marsant's x 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's x is not responsible for any damage, loss, or other accidents that occur during shipping arranged by you.

Items that cannot be returned include, but are not limited to:

1. A) Fashion items (hats, etc.)
2. B) All accessories
3. C) Special Order
4. D) Used products, except in extreme cases such as breakdown or damage.
5. Returns

Once our warehouse receives the returned item and verifies that it meets the return conditions, we will deduct our processing fee and remit the remaining balance to your original payment method.

If you still haven't received your refund 2 days after the transfer date, we recommend contacting your credit card company or bank. Different financial institutions have different transfer procedures, which can cause delays. If you still haven't received your refund after 10 business days, please contact us at customer@marsantsx.jp.