Refund Policy

Keep it if you like it, return it if you don’t. RushHorse specializes in electric bicycles, electric scooters, electric motorcycles and related accessories. Customers may return goods within 15 days upon receipt for vehicles and 7 days for all accessories. All returns and exchanges are subject to the following terms and conditions. Please keep the original packaging properly. For return assistance, please contact our official customer service email: .

1. Order Cancellation Before Shipment

You may submit cancellation requests via official email or phone. Cancellation is valid only after confirmation by our customer service team.

We arrange packing and delivery promptly after order placement, so we cannot guarantee all cancellation requests will be approved. We will try our best to hold or recall shipments, but success is not guaranteed.

  • 1. No service fee will be charged if the order has not been processed.
  • 2. Orders fully packed and waiting for carrier pickup cannot be cancelled.
  • 3. A 5% handling fee will be charged for cancellation applications submitted 12 hours after order placement even without tracking numbers, to cover labor packing costs.

2. Order Modification Rules

  1. All pre-shipment order modifications follow the above cancellation policy.
  2. No order modification is allowed after delivery. You may place a new order and return the original items in accordance with our return rules. All return requests require prior written approval via email from our support team.
  3. If you want to exchange your delivered vehicle for another model, you shall bear a round-trip shipping fee of $400. We will provide return labels and arrange carrier pickup. The new item will be shipped after we receive and inspect the returned product at our warehouse.

3. Returns for Quality Issues

If you find any quality defects on RushHorse electric vehicles, scooters, motorcycles or accessories, please first contact your purchasing channel. For direct official orders, please submit all claims via our support email.

  • 1. To apply for free return due to quality problems, you must provide purchase proof together with photos or videos as valid evidence. Please contact our support first as most minor issues can be solved remotely without returning goods.
  • 2. Definition of severely damaged goods: obvious structural deformation that severely affects normal riding and usage functions.
Notice: The following situations are NOT regarded as quality issues and do not qualify for free replacement or full refund

① Slight outer package damage; ② Minor scratches or paint peeling on body surface; ③ Damage of wearing parts after long-term use; ④ Normal wear and tear damage; ⑤ Problems fixable by part replacement or simple adjustment. We only provide replacement parts and technical support instead of free return shipping service.

3.1 Non-quality Related Return Rules for Vehicles

Customers can apply for returns or exchanges within 15 days after receipt due to personal preference or unsatisfactory experience under the following regulations:

  • 1. A 10% service fee will be deducted. Buyers shall afford return shipping fee: $200 for regular regions and $499 for Canada. We can offer official return labels with door-to-door pickup service, or you can arrange return delivery by yourself.
  • 2. When using our official return labels, please pack the vehicle tightly in original standard cartons and declare accurate box dimensions. Do not add extra bindings. Any high freight penalty caused by false dimension declaration or irregular packaging shall be half borne by the buyer.
  • 3. Returned vehicles must be unused, clean without dirt, dust or peculiar smell, kept in original package with complete accessories. The mileage displayed on the meter must be less than 10 miles.
  • 4. Do not disassemble any original parts before official technical inspection. Unauthorized disassembly will void warranty and return eligibility. We only provide spare parts and technical guidance without taking relevant responsibilities.

3.2 Return Restrictions for Accessories

Except for confirmed quality defects, the following items are non-returnable and non-exchangeable: free gifts, batteries and discounted clearance items. Due to international shipping restrictions, high-capacity lithium batteries cannot be returned by regular carriers.

All non-quality related accessory returns must be shipped out within 7 days upon receipt, otherwise warehouse will refuse acceptance and refund application. Returned accessories must be well-packed with no visible usage traces. All return shipping fees are borne by buyers. Personal unsatisfactory usage experience does not belong to quality after-sales scope.

Please submit shipping details immediately after dispatching returned items. RushHorse takes no responsibility for lost parcels caused by failure to submit delivery information in time.

4. Self-arranged Return Instructions

  1. If you arrange return delivery personally, you must get prior confirmation email from our support team. You are fully responsible for shipping safety and delivery success. Shipping insurance and signature confirmation service are highly recommended. RushHorse shall not be liable for any damage, loss or accidents during self-arranged transportation.
  2. Any parcels sent without official return approval will be rejected directly. All resulting fees and losses shall be undertaken by buyers. All return applications must be submitted via official support email.

5. Refund Process

Once returned goods are received and inspected to meet our return standards, applicable fees and shipping charges will be deducted, and the remaining amount will be refunded via original payment channel.

Normally refunds arrive within 5 working days. Delays caused by different financial institutions are normal. Please contact your bank or payment provider first if payment is overdue. Feel free to email our support team if you still fail to receive the refund after 10 working days.