Refund policy

100% refund if you want to back-down and cancel your pre-order before the pre-order period ends. After the pre-order window closes, we immediately commit to production (fabric, components, lab testing and CE work), which means your payment is already being used to build your gear, in your specific size. If you choose to cancel after production has started but before shipping, we will refund 80% of your payment to reflect costs already paid to our suppliers.

  • Refunds are paid within 48h if you email support@mocycle.com

  • Refunds are paid within 90 days if you make a Chargeback (via credit card/Shopify).

Return & Refund Policy (Pre-Orders + Ready-to-Ship)

This Return & Refund Policy applies to purchases made at MOCYCLE (“we”, “us”, “our”) through our website. It is designed for a store that primarily sells pre-order / batch-produced products. Nothing in this policy limits or replaces your mandatory rights under applicable consumer protection laws.

1) Definitions (so it’s clear)

  • Pre-order window / pre-order period: The time period when a product is available to order before production starts.

  • Production has started: We have committed costs to suppliers/manufacturing and/or started production steps (materials, components, production planning, lab/testing/CE-related work for the batch).

  • Dispatch / shipped: The moment your order leaves our fulfillment partner / warehouse.

  • Ready-to-ship: In-stock products that are not sold as pre-orders.

2) Pre-orders — cancellations & refunds (before dispatch)

A) Cancel before the pre-order period ends

You can cancel for a 100% refund if you contact support@mocycle.com before the pre-order window closes.

B) Cancel after the pre-order window closes (production started), but before dispatch

If you cancel after production has started but before your order has shipped, we will refund 80% of your payment to reflect costs already paid to our suppliers.

If mandatory local law gives you a greater right to a refund in your specific situation, we will follow the law.

C) Address changes / delivery details during pre-order

Because pre-orders ship later, we may contact you closer to dispatch to confirm shipping details. You are responsible for ensuring your shipping information is correct; please contact support@mocycle.com as soon as possible if it needs updating.

D) If the estimated shipping timeline changes

Pre-orders have an estimated ship window. If timelines materially change, we’ll notify you by email with updated estimates. If you are entitled to cancel under mandatory law due to a significant delay or non-delivery, we will honor those rights.

3) Returns after delivery (change of mind)

Our standard return window (global)

We offer a 30-day return window for unused items. This means you have 30 days after receiving your item to request a return.

EU/EEA/UK “cooling-off” (statutory right of withdrawal)

If your order is delivered into the European Union/EEA or the United Kingdom, you generally have a 14-day right to withdraw after delivery (cooling-off period). This statutory right exists regardless of our voluntary 30-day return window. If our 30-day window is longer than the statutory period, you can use the longer window.

Return condition

To be eligible for a return:

  • Items must be in the same condition you received them: unworn, unused, with tags and in original packaging, and with proof of purchase.

  • You may try a product on to assess fit (as you would in a store). If a return shows signs of use beyond reasonable try-on, we may refuse the return or reduce the refund to reflect any diminished value (where permitted by law).

4) Exchanges (size/fit)

You can request an exchange by contacting support@mocycle.com.

Freight rules for exchanges (as requested):

  • You pay the freight to send the item back to us.

  • We pay the freight to send the exchanged replacement item back to you (standard shipping method).

Notes:

  • Exchanges are subject to availability (and for pre-order items, may be handled as an exchange into the next available production batch if needed).

  • If you want the fastest resolution, you can also choose a return + refund and place a new order.

5) Return shipping costs

  • Returns (change of mind): You are responsible for return shipping costs and for using an appropriate shipping method (we strongly recommend tracking).

  • Exchanges: You pay return shipping to us; we pay shipping of the exchange back to you (standard shipping).

  • Damaged/defective/wrong item (our error): See Section 6 — we will cover shipping costs as applicable.

If we provide a return label in any case, it does not change who pays for shipping unless we explicitly confirm in writing that we cover it.

6) Damages, defects, and wrong items

Please inspect your order upon reception and contact us immediately at support@mocycle.com if:

  • the item is defective,

  • damaged in transit, or

  • you received the wrong item.

We’ll evaluate the issue and make it right. If the issue is confirmed to be our fault (defect, damage, wrong item), we will cover the reasonable shipping costs required to resolve the problem and provide a replacement or refund as required.

7) Exceptions / non-returnable items

We do not accept returns for:

  • Gift cards

  • Final sale items (if clearly marked as final sale at purchase)

We may be unable to accept returns for, or may require special handling for:

  • Hazardous materials / flammable liquids / gases, including CO₂ cartridges (shipping restrictions can apply). If a CO₂ cartridge is included with your order, contact support@mocycle.com before sending anything back so we can advise the safest/legal return method.

If you have questions about whether your item is returnable, contact support@mocycle.com before sending it back.

8) How to start a return or exchange

Email support@mocycle.com with:

  • Order number

  • Full name

  • Item(s) you want to return/exchange

  • Reason (optional, but helpful)

  • Photos (required for damage/defect/wrong item claims)

Returns sent without first requesting a return/exchange may not be accepted.

9) Return addresses

EUROPEAN returns
MOCYCLE
C/O NTG Logistics AB
Tonvägen 3
282 61 Bjärnum
SWEDEN

NORTH AMERICAN returns
Contact support@mocycle.com for the correct return address before shipping.

10) Refunds (timing & method)

Once we receive and inspect your return, we’ll notify you whether the refund is approved.

If approved, refunds are issued to your original payment method. Processing times vary by bank/payment provider, but we aim to process approved refunds promptly.

  • For pre-order cancellations handled directly by us: we aim to process refunds quickly after confirmation (see the opening section).

  • For returns after delivery: refunds are typically processed after inspection.

Original shipping, taxes, duties:

  • If you paid shipping, taxes, VAT, or import duties, what is refunded can depend on your location, the reason for return, and mandatory local law. Import duties and customs fees charged by authorities or carriers are typically non-refundable by us.

11) Chargebacks

If you initiate a chargeback (through your bank/credit card), the timeline is controlled by your card issuer and can take significant time to resolve. Our note above reflects that chargebacks may take up to 90 days (and sometimes longer) depending on the bank/card network and the case.

12) Contact

For any questions about returns, exchanges, cancellations, or refunds, contact:
support@mocycle.com