Returns & Refunds Policy

At Denemmotion, we want you to shop with complete confidence. Because we operate as an authorized online dealer, our return and exchange frameworks strictly align with the manufacturer’s (EMMO) corporate wholesale guidelines to ensure a smooth, transparent process.

1. Effective Return Windows

Electric Vehicles (E-Bikes / E-Scooters): Eligible vehicles can be returned within 30 days of receipt. This policy applies strictly to brand-new, unused vehicles purchased directly through our online store.
Parts & Accessories: Eligible parts and accessories can be returned within 7 days of receipt.
Final Sale Items: Non-EMMO branded accessories (including but not limited to third-party items like THULE or QUADLOCK hardware) are strictly FINAL SALE and are completely ineligible for return, exchange, or store credit.

2. Return Eligibility & Technical Conditions

Unopened & Brand-New Electric Vehicles

Vehicles must be completely unridden, unused, free of any structural or cosmetic signs of wear, and securely sealed inside their original, unaltered factory packaging.

Condition Verification: The vehicle must never have been turned on or assembled.
Fees: A flat-rate return shipping freight fee of $149.00 CAD (per vehicle) will be deducted from your final refund to cover commercial transport back to the fulfillment center. No restocking fees apply to completely unopened, brand-new items.

Parts & Accessories

Parts and accessories must be completely unused, clean, and returned within 7 days of delivery inside their original packaging with all labels intact.

Fees: A 20% restocking fee applies to all returned parts. The customer is responsible for the flat-rate return packaging shipping fee of $14.99 CAD (per package), which will be deducted from the refund.
Rejection Criteria: Items showing any signs of installation, wear, tool marks, grease, or missing components will be rejected entirely and returned to the buyer at their expense.

3. Non-Refundable Original Costs & Shipping Damage

Original Shipping Fees: Any original shipping or freight delivery fees paid at the time of the initial order checkout are collected by third-party carriers and are completely non-refundable.
Return Transit Damage: Neither Denemmotion nor the manufacturer is responsible for structural or cosmetic damages incurred during return shipping. If a returned item arrives at the fulfillment center damaged due to poor repackaging or insecure strapping by the customer, the return will be rejected at the buyer's expense.

4. Step-by-Step Return Authorization Process

You must receive an official Return Merchandise Authorization (RMA) before shipping any items back to the warehouse. Unscheduled or unapproved deliveries to the central manufacturer facility will be automatically refused by receiving staff.

Step 1: Submit Your Request: Email our support team at info@denemmotion.com with the subject line "Return Request - [Your Order Number]".
Step 2: Provide Required Evidence: To process the request, your email must include your full name, order number, active phone number, the specific reason for the return, and clear high-resolution photographs showing the fully intact, unaltered factory seals on the original shipping box.
Step 3: Evaluation & Shipping: Once our team coordinates with the manufacturer warehouse and authorizes the return, you will be issued an official RMA number and specific freight shipping instructions.
Step 4: Inspection & Refund: Once the central manufacturer warehouse receives, unboxes, and mechanically inspects the returned item to verify its pristine, unused condition, your refund will be processed. Applicable return shipping fees and restocking fees will be deducted from your final payout.

5. Order Cancellations

Pre-Shipment Cancellation: If you request an order cancellation before the item has been dispatched from the manufacturer warehouse, you will receive a full 100% refund to your original payment method with no cancellation fees.
Post-Shipment Cancellation: If the order has already been processed, packed, and assigned a carrier tracking number, it cannot be canceled mid-transit. The order must be treated as a standard return. You will be responsible for the $149.00 CAD return shipping fee, and the original checkout shipping fee will remain completely non-refundable.

6. Order Modifications

Once an online order is placed and authorized through our payment gateway, the data is pushed directly to the manufacturer logistics loop and cannot be modified. This includes changing the product model, battery style, frame color, size, or delivery address.

Please thoroughly double-check all technical configurations and contact specifications before completing your purchase. If a critical correction is required post-purchase, you must immediately request a full cancellation before shipment (subject to Section 5) and place an entirely new order with the correct configuration.