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Return, Cancellation and Refund Policy

Last updated: August 4, 2026

This Return, Cancellation and Refund Policy applies to eligible purchases made from MotionPapa, operated by Aura Motion Group Limited.

Please read this policy before placing an order. Return eligibility, applicable charges and available remedies may depend on the product, condition, delivery destination and reason for return. Nothing in this policy limits rights that cannot be excluded under applicable consumer law.

1. Return Window

You may request an eligible return within 14 calendar days after delivery.

Submitting a return request does not automatically approve the return. MotionPapa must review and authorize the request before the product is shipped back.

To request a return, contact support@motionpapa.com and provide:

• Your order number;
• The product model and serial number, when applicable;
• The reason for the return;
• Clear photographs of the product and its condition;
• Photographs of the original carton, internal packaging and shipping label; and
• Any additional information reasonably requested to evaluate the return.

2. Return Eligibility

Except where applicable law provides otherwise, an eligible voluntary return must be:

• Unused and not ridden beyond what is reasonably necessary to inspect the product;
• Free from damage, excessive wear, dirt, modification or unauthorized repair;
• Returned with all original parts, chargers, keys, tools, manuals, accessories and promotional items;
• Returned with the original labels and identifying information intact;
• Securely packed in the original carton and protective packaging; and
• Accompanied by the order number or other accepted proof of purchase.

The original carton and internal packaging are important for the safe transportation of electric vehicles and lithium-battery products. Missing, damaged or unsuitable packaging may result in additional packaging charges, a reduction in the refund, or refusal of a voluntary return where permitted by law.

3. Return Authorization and Shipping Instructions

Do not ship a product back before receiving written return authorization from MotionPapa.

If the return is approved, we will provide an RMA reference, the approved return address and return shipping instructions. The return location may differ from the original fulfillment location.

Products returned without authorization, sent to an unapproved address, shipped with an unapproved carrier, or returned without the required RMA information may be refused, delayed or returned to the sender.

Electric vehicles and lithium batteries may be subject to dangerous-goods transportation restrictions. Customers must not use ordinary postal services or an unauthorized carrier when the product requires specialist transportation.

4. Return Shipping Costs

Unless the return results from a defect, transit damage, an incorrect item or another error confirmed as MotionPapa’s responsibility, the customer is responsible for all direct return shipping, packaging, insurance, carrier and handling costs.

If MotionPapa arranges an approved return label on the customer’s behalf, the applicable label cost may be deducted from the refund where permitted by law.

Original outbound shipping charges, expedited delivery charges, remote-area charges, failed-delivery charges and other carrier fees are non-refundable for voluntary returns, except where reimbursement is required by applicable law.

Products that cannot be returned by ordinary post—including electric scooters, electric motorcycles and lithium-battery products—can have substantial return transportation costs.

Estimated direct return cost for bulky or lithium-battery products: [INSERT THE ESTIMATED COST OR COST RANGE THAT CUSTOMERS WILL SEE BEFORE PURCHASE]. The actual cost depends on the product, battery classification, pickup location, destination, carrier and required transportation service.

5. Restocking Fee

For eligible voluntary returns outside any mandatory statutory withdrawal right, MotionPapa may deduct a 20% restocking fee from the product purchase price.

The restocking fee helps cover return processing, inspection, testing, handling, repackaging and loss in resale value.

The 20% restocking fee does not apply when:

• MotionPapa confirms that the product was defective when supplied;
• MotionPapa confirms that the product was damaged during delivery;
• The customer received an incorrect product;
• Applicable law prohibits the fee; or
• The return is made under the European Union statutory right of withdrawal described below.

Separate deductions may still apply for missing items, damage, excessive use, unsuitable packaging or diminished value where permitted by law.

6. Order Cancellation

You may request cancellation within 1 hour after placing the order if fulfillment has not started.

Cancellation requests are not guaranteed. Orders can move into processing quickly, and an order cannot always be stopped after warehouse preparation, carrier booking or shipment has begun.

If an order can no longer be cancelled, the applicable return process must be followed after delivery. Any mandatory cancellation or withdrawal rights provided by applicable law remain unaffected.

7. Delivery Damage, Missing Items or Incorrect Products

Please inspect the shipment promptly after delivery.

For visible transit damage, missing contents, an incorrect product or another delivery issue, contact support@motionpapa.com within 2 calendar days after receipt.

Please include the order number, shipping label and clear photographs or video of:

• All sides of the outer carton;
• The internal protective packaging;
• The complete product; and
• The damaged, missing or incorrect area.

Please keep the original carton and packing materials for at least 15 calendar days beginning the day after delivery.

This reporting period helps us investigate shipping issues promptly. It does not shorten an applicable product warranty or any statutory consumer rights.

8. Defective Products and Warranty Claims

A product fault is not automatically treated as a voluntary return. Eligible defects are reviewed under the applicable MotionPapa Warranty and After-sales Support terms.

MotionPapa may request remote diagnosis, photographs, video, display messages or reasonable troubleshooting before confirming the appropriate solution.

Depending on the diagnosis and applicable rights, the solution may include troubleshooting, repair guidance, an eligible replacement part, repair, replacement or another remedy confirmed in writing.

9. Non-returnable and Final-sale Items

Except where applicable law requires otherwise, the following items may not be eligible for voluntary return:

• Gift cards;
• Personalized, custom-made or specially ordered products;
• Products identified as final sale before purchase;
• Installed, modified, dismantled or repaired products;
• Products damaged through collision, misuse, water ingress, overloading or improper storage;
• Used consumables and normal-wear components;
• Products missing serial numbers or identifying labels;
• Items that cannot be safely transported because required packaging is missing; and
• Hazardous or regulated items that cannot legally be returned through