NEXVEY RETURNS & CANCELLATIONS

NEXVEY® RETURNS & CANCELLATIONS

At NEXVEY®, we build high-performance electric dirt bikes for the next generation of riders. To ensure a fair process and maintain our high service standards, please review our return and cancellation policy below.

1. ORDER CANCELLATION & INTERCEPTION

We process orders quickly to ensure fast delivery. Please note the following fees for cancellations:

  • Before Shipment (Within 24 Hours): Orders canceled within 24 hours of placement are eligible for a 100% full refund. Approved refunds will be processed back to your original payment method within 5 business days.
  • Before Shipment (After 24 Hours): Cancellations requested after 24 hours but before shipment are subject to a 5% processing fee, deducted from the refund to cover non-refundable merchant transaction fees.
  • In-Transit Interception: Once an item has left our warehouse, the order cannot be canceled for free. An approved cancellation or interception request while the shipment is in transit is subject to a $200 USD fee, deducted from the refund to cover outbound logistics and carrier handling.

2. REFUSED SHIPMENTS & FAILED DELIVERY

  • Refused Delivery: If you refuse delivery without prior written authorization from NEXVEY, a $200 USD fee will be deducted from your refund to cover return freight and warehouse processing.
  • Undeliverable Address: If a shipment is returned because the customer provided an incorrect or incomplete address, a P.O. Box, or failed to cooperate with the carrier, a $200 USD fee will be deducted from the refund to cover round-trip shipping and handling.

3. 14-DAY RETURN POLICY — NEW & UNUSED BIKES ONLY

Non-quality returns, including change-of-mind returns, must be requested within 14 calendar days of delivery. Non-quality return requests submitted after this 14-day window will not be accepted.

To qualify for a non-quality return, the bike must meet all of the following requirements:

  • New and Unused: The bike must not have been assembled, ridden, test-ridden, or otherwise used by the customer.
  • No Customer-Use Mileage: Once customer-use mileage has been recorded, the bike is no longer eligible for a non-quality or change-of-mind return.
  • Condition: The bike must be free of wear, dirt, scratches, cosmetic damage, crash damage, or other signs of use.
  • Original Packaging: The original box and all internal protective materials must be intact and used for the return.
  • Complete Kit: The return must include the bike, charger, battery, manual, accessories, tool kit, keys, NFC card, promotional items, and all other included components.
  • Prior Approval: NEXVEY must issue a Return Merchandise Authorization (RMA) number before the bike is shipped back.

Non-Returnable Items

  • Any assembled, ridden, test-ridden, or otherwise used bike without a verified quality or manufacturing issue.
  • Bikes without their original packaging or complete included components.
  • Replacement parts, separately purchased batteries, and items marked “Final Sale.”
  • Damage caused by crashes, stunts, improper assembly, misuse, neglect, unauthorized modifications, or unauthorized repairs.

4. RETURN FEES & QUALITY ISSUES

A. Eligible Non-Quality Returns

An eligible new and unused bike returned for a non-quality reason is subject to a $200 USD flat return fee. This fee covers authorized return freight, restocking, and warehouse handling and will be deducted from the refund.

B. Quality or Manufacturing Issues

You may test-ride the bike to identify a possible quality or manufacturing issue. A test ride does not make the bike eligible for a change-of-mind return. Once the bike has been ridden, a return will be considered only when NEXVEY verifies a quality or manufacturing issue.

If a possible quality or manufacturing issue is discovered during a test ride, contact NEXVEY immediately at support@nexvey.com and provide your order number, clear photos or video, and the odometer reading. Verified issues will be handled under this policy or the NEXVEY Limited Warranty, as applicable.

Shipping damage, an incorrect item, or missing parts must be reported within 48 hours of delivery with clear photo or video evidence. For a verified NEXVEY error or authorized defective-item return, NEXVEY will cover the authorized return shipping cost. Available remedies may include replacement parts, repair, exchange, or a full or partial refund, depending on the verified issue.

5. HOW TO REQUEST A RETURN

All returns require NEXVEY’s prior written approval. Unauthorized returns may be rejected.

  1. Submit Your Request: Email support@nexvey.com with your order number, reason for the request, photos of the bike and packaging, and the odometer reading.
  2. Receive Authorization: If eligible, NEXVEY will issue an RMA number and provide the approved regional return address.
  3. Ship the Product: Securely pack the complete bike in its original packaging, write the RMA number on the outside of the box, and provide the tracking number to NEXVEY Support.
  4. Inspection and Refund: Please allow 3–5 business days for inspection after delivery to our warehouse. Approved refunds will be processed to the original payment method within 5 business days after inspection.

United States Return Address

19295 E Walnut Dr N, Ste B, Rowland Heights, CA 91748, United States
Contact: Dylan
Phone: +1 (314) 262-3860

Canada Return Address

3600A Laird Rd, Unit 10 Back Door, Mississauga, ON L5L 6A6, Canada
Contact: FIFAFA+168P
Phone: (647) 939-2766

6. IMPORTANT NOTICES

  • Address Changes Before Shipment: No charge.
  • Address Changes In Transit: We will attempt to facilitate a change for a fee of $30 USD in the United States or $20 USD in Canada. Address changes are not guaranteed once a shipment is in transit.
  • Original Box: Keep the original box and protective materials. They are required for an eligible return.
  • Warranty After 14 Days: Verified quality or manufacturing issues reported after the 14-day non-quality return window will be reviewed under the NEXVEY Limited Warranty and are not treated as change-of-mind returns.