Returns, Cancellations & Warranty Policy
Applies to all pedicabs, CyberX and VorteX electric bikes, batteries, parts, accessories, apparel, and merchandise purchased through xionmotors.com.
I. Cancellations and Order Changes
Vehicle Order Cancellations (Pedicabs, CyberX, VorteX)
Vehicle order cancellations must be requested within 24 hours of placing your order. If you'd like to cancel after this window, contact Customer Support — cancellation may still be possible once your order has entered production or shipping, but is subject to a 15% restocking fee regardless of shipping status.
If your order has already shipped when you request cancellation, we can attempt to recall the freight shipment, or you may refuse delivery. In either case, the restocking fee still applies and outbound freight costs are non-refundable.
Accessory, Parts, and Merchandise Cancellations
To cancel an accessory, part, or merchandise order, contact Customer Support within 24 hours of placing your order. Once your order has been processed by our warehouse, we’re unable to cancel it.
Pre-Orders and Backorders
Pre-order and backorder cancellations are handled case by case — contact Customer Support for assistance.
Order Changes
Once an order is placed, we can’t modify the items within it. If your order hasn’t shipped yet, we can cancel it and help you place a new order with the correct items. If it has already shipped, see Returns and Refunds below.
Address Changes
We’re unable to update the shipping or billing address on parts, accessory, or merchandise orders once confirmed.
All vehicle deliveries (pedicabs, CyberX, VorteX) ship via freight carrier and require a signature, so address changes can’t be submitted directly with the carrier. Contact Customer Support to request an address change — changes must be approved by Xion Motors and may be subject to a rerouting fee.
Storage / Redelivery Fees
Vehicles are delivered by a third-party freight carrier. If you miss your scheduled delivery window, or need to push back your delivery date after your vehicle has already shipped, additional storage or redelivery charges may apply before delivery can be completed.
II. Returns and Refunds
Vehicle Returns (Pedicabs, CyberX, VorteX)
Our return period is 14 days from the date of delivery and applies to the original purchaser only. To qualify for a return, the vehicle must:
- Exhibit no signs of wear and tear
- Have an odometer reading under 25 miles
- Pass evaluation by a Xion Motors technician before the return is processed
A non-refundable fee of 50% will be deducted from the total amount eligible for refund. Discounts are non-refundable, and the customer is responsible for all shipping costs associated with the return.
To start a vehicle return:
- Email ali@xionmotors.com or open a ticket at our Help Center within 14 days of delivery, with your order number.
- Include photos of the vehicle and the current odometer reading.
- If approved after technician evaluation, we’ll send return shipping instructions.
- Ship the vehicle back in its original packaging. Once received and inspected, your refund will be issued minus the applicable fees. Outbound and return freight costs are non-refundable.
Vehicles that show wear, exceed 25 miles, or fail inspection aren’t eligible for return — they’re covered by the applicable warranty instead (see Section IV).
Battery Returns
All battery purchases are final sale. We don’t accept returns or exchanges on batteries except as explicitly covered under warranty, and only after Customer Support has approved the replacement.
Accessory, Apparel, and Replacement Part Returns
We accept returns on accessory, apparel, and replacement part orders within 30 days of delivery. Our team inspects every return before it’s processed. Items must be:
- Unused, unworn, and unwashed
- In original packaging, with tags attached (where applicable)
- Free of dirt, odor, pet hair, or visible signs of wear
Items that arrive not meeting these conditions will be sent back to you and treated as final sale, non-returnable.
To start a return, email ali@xionmotors.com with your order number, or open a ticket through our Help Center.
Showroom / Local Pickup Returns
Purchases made in person at our San Diego location, or picked up locally, must be returned the same way — online return requests aren’t accepted for these orders.
eGift Cards
All eGift cards are final sale and non-refundable.
Refunds
Refunds are issued to the original form of payment only. If that payment method is no longer available, please contact your bank for assistance. Allow 7–10 business days for your bank to post the funds.
Shop Pay Installments Refunds
If you paid with Shop Pay Installments, your refund is applied to your installment plan through Shop Pay. Processing time depends on Shop Pay and your financial institution, typically up to 14 days. Check your Shop Pay account for refund status — if 14 days pass with no update, contact Shop Pay support directly.
III. Damaged or Defective Orders
If your order arrives damaged in any way, document the damage with photos immediately upon delivery and get in touch with us within 5 days of receiving it at ali@xionmotors.com. We handle these cases individually and will make every effort to find a satisfactory solution — whether through replacement parts or, if necessary, a full vehicle replacement.
IV. Warranty
Pedicabs
1-year frame warranty, 1-year motor and battery warranty, plus lifetime phone and email support.
CyberX / VorteX Electric Bikes
Manufacturer warranty against defects in materials and workmanship; battery and motor are covered separately. Contact Customer Support for model-specific terms.
Warranty coverage does not extend to damage from misuse, accidents, unauthorized modification, or normal wear and tear.
V. Third-Party Accessories
If you purchased an accessory that ships directly from a third-party supplier, that brand’s return and refund policy may differ from Xion Motors’. Check the product page or your order confirmation email for the supplier’s specific policy before starting a return.
VI. Contact
Email: ali@xionmotors.com
Help Center: xion-bike.gorgias.help/en-US
