Our promise
We want you to love the bike you ordered through this storefront. Because electric off-road motorcycles are large, serialized products, please review the requirements below before starting a return.
This storefront currently sells bikes only. Parts and accessories are not offered through the Medium Boys storefront, so the policy below applies only to eligible bike orders placed here.
If an order arrives with a wrong item, missing item, shipping damage, or a manufacturing defect, contact storefront support before filing a dispute or chargeback. The support team will work with you to resolve the issue.
What can be returned
Eligible in-stock bikes
An in-stock bike may qualify when the return is requested within 30 days of delivery. It must be unused, unregistered, unmodified, and in resellable condition, with its original packaging, labels, instructions, hardware, charger, keys, and included items.
- No scratches, tool marks, dents, adhesive residue, oil, grease, dirt, or wear.
- Assembly, charging, powering on, riding, registration, or modification may affect return eligibility.
Battery and electrical inspection
Battery, controller, display, wiring, and charging claims require clear photos, the bike VIN, and an unboxing video when damage, a missing item, or a wrong item is reported. A powered-on or ridden bike may qualify only for inspection, replacement, repair, or warranty handling.
Custom and special-order bikes
Custom colors, custom specifications, made-to-order bikes, and special orders are generally non-returnable except for a manufacturing defect, wrong item, or shipping damage.
Non-returnable items
The following are not eligible for return unless required by law:
- Final Sale or Clearance items.
- Requests submitted more than 30 days after delivery.
- Changed-mind or other subjective-reason returns.
- Configuration issues caused by selecting the wrong model or version after the bike has been assembled, powered on, or marked.
- Damage caused by incorrect installation, misuse, modification, crashes, water intrusion, or external force.
- Bikes that have been cut, drilled, welded, painted, tuned, or permanently modified.
- Claims missing required documentation, including an unboxing video when requested.
How to start a return
Step 1 — Contact storefront support
Use the storefront contact page with your order number, a short description of the issue, your bike model/year/version when relevant, at least three clear photos, and a continuous unboxing video for damage, missing-item, or wrong-item claims. Production message routing is awaiting approval.
Step 2 — Wait for approval
If approved, the support team will provide the return address and any applicable RMA instructions. A prepaid label is provided only when the issue is confirmed as a manufacturing defect, wrong item, missing item, or transit damage.
Step 3 — Ship the item
- Pack the item securely; original packaging is preferred.
- Use a trackable and insured shipping method whenever possible.
- When the return is not due to an order or fulfillment error, return shipping is the customer's responsibility.
Refunds and fees
- Refunds are issued after the returned item is received and inspected.
- The refund equals the item price minus a 20% service fee for inspection, handling, and logistics.
- When the issue is confirmed as an order, fulfillment, or manufacturing error, the 20% fee is waived and reasonable return shipping is covered as applicable.
Refund timing depends on the payment method and the customer's bank-processing time.
Fitment and installation
Double-check the model, version, and published specifications before ordering. Professional assembly and service are recommended. Damage caused by improper assembly, installation, tuning, or modification is not covered.
Contact storefront support before filing a chargeback. Chargebacks can delay resolution, may create payment or account holds for 90–120 days, and can affect warranty or support handling.
Delivery issues
Shipping damage
Report shipping damage within 72 hours of delivery. Include photos of every side of the outer box, the shipping label, inner packaging, close-ups of the damage, and the unboxing video. A repair, replacement, or reshipment solution may be provided after review.
Wrong or missing items
Report wrong or missing items within 48 hours of delivery and include unboxing evidence. The support team will arrange missing items or an order correction after verification.
Lost packages
A carrier investigation will be opened within 14 days when a package is lost in transit, with reshipment arranged when appropriate. Packages marked Delivered with proof of delivery are not refundable.
Need help?
Use the storefront contact page. Production support routing and support hours are awaiting approval.
Final return, refund, and eligibility decisions are made after the order and submitted documentation are reviewed.