Returns & Refunds

Return & Refund Policy — Maison RYDEQ™

This policy applies to e-bikes purchased directly from the official Maison RYDEQ™ website.

If something isn’t right, we’re here to help. Please review the details below before ordering, and contact us as soon as possible if you need support.

15-Day Return Window

You can request a return within 15 days of delivery.

Returns are accepted only when the e-bike has a verified quality issue that makes it not rideable and not repairable.
Requests made after 15 days from delivery are not eligible for return.

Return Eligibility

To qualify for a return, the e-bike must:

  • Be in the same condition as received, unused or with less than 10 km on the display/odometer

  • Include all original items (charger, keys, hardware, manuals, tools, etc.)

  • Be returned in the original packaging

  • Include proof of purchase

Return shipping:

  • Paid by the customer unless the return is approved due to a verified quality issue that cannot be repaired.

Items Not Eligible for Return

Returns are not accepted for:

  • Products not purchased from the Maison RYDEQ™ website

  • Damage caused by misuse, accidents, or any human-made cause

  • Issues that can be resolved through repair or replacement parts

  • Special orders

  • Free gifts / giveaways

  • Accessories and spare parts (e.g., fenders, controllers, displays, brake pads, wiring, etc.)

Damages, Defects & Wrong Items

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately so we can make it right.

To request help or start a return:
maisonrydeq@emovatellc.com

Important: Returns must be approved in writing before you send anything back. Items returned without approval will not be accepted.

Order Cancellation

  • Before shipment: a 3% payment processing fee may apply (non-refundable payment fees).

  • After shipment: shipping/handling costs may be deducted from your refund.

Quality Issues (After Delivery)

  • Within the first 30 days, if there is a non-human quality issue, Maison RYDEQ™ may offer a solution such as replacement parts, repair guidance, partial refund, exchange, or (in rare cases) a full refund—depending on the situation.

  • After 15 days, returns are generally not accepted; we will provide troubleshooting and repair support.

Minor cosmetic marks (small scratches) are not considered quality issues.

Return Process

Email maisonrydeq@emovatellc.com with:

  • Order number

  • Tracking number

  • Delivery date

  • Clear photos/videos of the issue, bike, and packaging

Before sending the bike back:

  • Clean the bike (frame/handlebars/wheels)

  • Include all original accessories and items

  • Pack it securely in the original packaging

After we receive and inspect the return, refunds are typically processed within 3–5 business days.

Contact

Email: maisonrydeq@emovatellc.com