RETURN & REFUND POLICY

Order Cancellation

To ensure customers receive their orders quickly, orders are typically processed and shipped within one (1) business day.

  • Once an order has entered the shipping queue, it cannot be canceled.

  • If an order is successfully canceled before shipment, a 4% cancellation fee will be deducted.

  • If you need to cancel your order, please contact our Customer Support Team immediately.

Return Policy Overview

We offer a 7-day return policy, which means you have 7 days from the date you receive your item to request a return.

To qualify for a return：

  • The item must be returned in its original packaging, including the shipping carton.

  • The bicycle must be brand new and unused, with no signs of wear, dirt, scratches, or damage.

  • All original items must be included, such as:

    • Battery

    • Charger

    • Keys

    • Tool kit

    • User manual

    • All included accessories

Returns for Non-Quality Issues

1. Unopened and Unused Products

If the bicycle is unopened and unused, and a return request is made within 7 days of delivery:

  • A return shipping fee equal to 15% of the product price will be deducted from the refund.

2. Opened and/or Used Products

If the bicycle has been opened and/or used, and a return request is made within 7 days:

  • A return shipping fee equal to 20% of the product price will be deducted from the refund.

  • The bicycle must be in good condition, with total mileage not exceeding 10 miles.

3. After 7 Days

Returns for non-quality-related reasons will not be accepted after 7 days.

Quality-Related Returns

Within 7 Days of Delivery

If the product has severe damage or defects that affect normal use, we will offer:

  • A full refund with free return shipping, 

  • A free replacement with no additional shipping cost.

After 7 Days of Delivery

Return shipping fees may apply depending on the specific situation.

Please contact our Customer Support Team for evaluation and assistance.

Definition of Severe Damage

Severe damage refers to structural damage that prevents the bicycle from being ridden normally.

All claims will be carefully reviewed by our Customer Support Team.

If the damage is determined to be caused by the customer, a $300 return shipping fee will apply.

Non-Returnable Items

The following situations are not eligible for returns:

  • Minor damage to the outer packaging box

  • Damage caused by excessive or improper use

  • Normal wear and tear, including damage to consumable or wear-and-tear parts after use

How to Start a Return

To initiate a return:

  • Contact our Customer Support Team

  • Provide clear photos or videos showing the condition of the product

⚠️ Important Notice:

Unauthorized returns will be subject to a 30% return shipping fee, calculated based on the product price.

Refunds

Refunds will be processed within 14 business days after we receive and inspect the returned item.

Once approved, applicable fees outlined in this policy will be deducted.

The remaining balance will be refunded to the original payment method.

Other Situation

  • What if I receive the wrong product?
    • If you receive a damaged or defective product, or if the quantity or specifications do not match your order confirmation, please:
    • Take clear photos of the issue
    • Contact our Customer Support Team within 3 days of receiving the product
    • We will investigate and make every reasonable effort to resolve the issue.
  • What if the product is lost during shipping?
    • If the ordered product is not delivered to the address you provided (assuming the address was correct), or is lost during transit, we reserve the right to conduct a full investigation and trace process, which may take up to 15 days.
    • During this period, we reserve the right to withhold a full refund.
      We will keep you informed of the investigation progress and outcome and take appropriate and reasonable action accordingly.
  • Unforeseen Circumstances
    • In the event of circumstances beyond our reasonable control — such as severe weather, traffic congestion, road construction, detours, mechanical failures, unforeseen production delays, or delays caused by third-party suppliers — we may be unable to deliver goods within the specified timeframe.
    • We shall not be held liable for delays or failure to deliver all or part of an order due to such circumstances. If delivery cannot be made as scheduled, we will arrange a new delivery date.
    • High order volumes, new product launches, or restocking may also result in extended shipping times. If applicable, this will be noted on the product page and followed by email notifications.
  • Disclaimer for Lost, Stolen, or Damaged Packages
    • We are not responsible for any items that are lost, stolen, or damaged due to actions by FedEx or other parcel carriers.

If you have any questions, please feel free to contact us at service@leonx.com.

Policy Scope

This policy applies only to products purchased directly from the Lenox official website:
www.leonx.com

Purchases made through other platforms or retailers are not covered under this policy.

Contact Information

Phone: +1 (855) 789-7776
Email: service@leonx.com

Customer Service Hours:
Monday – Friday
9:00 AM – 6:00 PM (Pacific Standard Time)