1. Return Window
You may request a return within 15 calendar days of the delivery date. Requests made after 15 days cannot be accepted except where a valid warranty claim applies.
2. Condition Requirements
To be eligible for a refund, the bike must be:
- In new, unused, resalable condition
- Free of dirt, scratches, wear or modification
- Returned in the original crate and packaging with all accessories, tools, chargers, keys and documentation
A bike that has been ridden off-road, modified, or shows signs of use is not eligible for return. If a returned unit arrives used or damaged, we will contact you with an assessment before processing any partial refund.
3. How to Start a Return
- Email sales@keronox.com with your order number and reason for return.
- We will reply within one business day with an RMA (Return Merchandise Authorization) number and return instructions.
- Repack the bike in its original crate and write the RMA number clearly on the outside.
- Ship it to the return address below.
Returns sent without an RMA number cannot be identified against an order and may be refused or delayed.
Return Address
4. Return Shipping and Restocking Fee
| Reason for return | Return shipping | Restocking fee |
|---|---|---|
| Changed your mind / no longer wanted | Paid by customer | 15% of item price |
| Item arrived damaged | Paid by KERONOX | None |
| Wrong item sent | Paid by KERONOX | None |
| Defective on arrival | Paid by KERONOX | None |
The 15% restocking fee and the customer-pays-return-freight rule above are placeholders based on standard practice for freight-shipped vehicles. Confirm both figures with us and we will set the final numbers. Google Merchant Center and Stripe both require these to be stated accurately.
5. Refunds
Once your return arrives at USLAX01 and passes inspection, we will:
- Inspect the unit within 3 business days of receipt
- Email you confirming approval or explaining any deduction
- Issue the refund to your original payment method within 5–10 business days of approval
Refunds are processed through Stripe. The time it takes to appear on your statement depends on your bank or card issuer. Original outbound shipping charges are refunded only where the return is our fault.
6. Damaged or Defective on Arrival
If your bike arrives damaged, do not attempt to ride or repair it. Contact us within 48 hours of delivery at sales@keronox.com with your order number and clear photographs of the crate and the damage. We will arrange replacement, repair or a full refund at no cost to you.
7. Cancellations
Orders can be cancelled at no charge any time before dispatch. Once a freight shipment has left the warehouse, the order is treated as a standard return under the terms above.
8. Warranty (Separate From Returns)
Every KERONOX M5 and M7 Pro carries a 2-year warranty on the frame and electronics from the date of delivery. Warranty covers manufacturing defects and component failure under normal use.
Not covered by warranty
- Normal wear items — tires, brake pads, chains, sprockets, grips
- Damage from crashes, misuse, racing or riding in prohibited conditions
- Units that have been modified, or had non-KERONOX parts fitted
- Batteries damaged by improper charging, storage or water exposure
- Cosmetic wear from normal off-road use
The 2-year term above covers frame and electronics. Lithium battery packs are commonly warranted for a shorter period (often 12 months). Tell us the correct battery warranty term and we will state it here.
9. Statutory Rights
Nothing in this policy limits any rights you have under applicable consumer protection law, including under the laws of the State of California.