Return and Refunds Policy

Business Name: Arc Line Mobility
Contact Email: info@arclinemobility.com
Contact Phone: +1 789 2000
Website: https://arclinemobility.com

1. Introduction

At Arc Line Mobility, we want you to be completely satisfied with your electric bike or accessory purchase. This Return and Refunds Policy explains your rights and our obligations when you need to return an item. We’ve designed this policy to be fair, transparent, and compliant with all applicable U.S. federal and state consumer protection laws, including the FTC Mail or Telephone Order Merchandise Rule .

Research shows that 52% of shoppers review return policies before making a purchase, and 60% abandon carts when policies are unclear . We’re committed to providing clarity and building trust with every customer.

2. Return Window: 30 Days

2.1 Standard Return Period

You have 30 calendar days from the date of delivery to initiate a return. This 30-day window is the industry standard for e-commerce and balances customer satisfaction with practical inventory management .

2.2 When the Clock Starts

The 30-day return window begins on the date your order is delivered, not the date it ships or the date you placed your order . This ensures you have adequate time to receive, inspect, and decide whether to keep your e-bike or accessory.

2.3 Holiday Extensions

For orders placed between November 1 and December 31, we automatically extend the return window to January 31 of the following year to accommodate holiday shopping and gift-giving .

2.4 Late Returns

Returns submitted after the 30-day window may be accepted at our sole discretion but will be subject to a 25% restocking fee. Items returned beyond 60 days without prior authorization will be refused and returned to you at your expense.

3. Eligibility Conditions for Returns

To be eligible for a return, your item must meet the following conditions :

3.1 Condition Requirements

3.2 Verification Rights

We reserve the right to inspect all returned items to verify they meet these conditions. Items that do not meet our eligibility criteria may be rejected, returned to you at your expense, or subject to reduced refund amounts .

4. Non-Returnable Items

The following items cannot be returned :

• Ridden E-Bikes: Any electric bike that shows signs of use, has mileage on the odometer, or has been assembled beyond initial inspection

• Final Sale Items: Products marked as “Final Sale,” “Clearance,” or “As-Is”

• Gift Cards: Arc Line Mobility gift cards are non-refundable

• Hygiene Products: Bike helmets, due to safety regulations and hygiene concerns

• Custom or Special Order Items: Products specially ordered or customized for you

• Downloadable Software: Digital products or software downloads

• Used Accessories: Any accessory that has been installed, used, or removed from its packaging

5. Restocking Fees

5.1 Standard Restocking Fee

A 15% restocking fee will be deducted from your refund for all returns to cover inspection, testing, repackaging, and processing costs . This fee is calculated based on the original purchase price of the returned item(s).

5.2 Restocking Fee Waiver

The restocking fee is waived under the following circumstances:

• Defective Products: Items that arrived defective or malfunctioning

• Wrong Item Shipped: We sent you the wrong product

• Shipping Damage: Items damaged in transit (must be reported within 48 hours)

• Order Cancellation: Orders canceled before shipment (full refund, no restocking fee)

5.3 Late Return Restocking Fee

Returns accepted after the 30-day window but within 60 days are subject to a 25% restocking fee.

6. How to Initiate a Return

We’ve designed our return process to be simple and straightforward :

Step 1: Contact Us

Email info@arclinemobility.com within your 30-day return window. Please include:

• Your order number

• The item(s) you wish to return

• The reason for return (optional but helpful)

• Photos if the return is due to defect or damage

Step 2: Receive Return Authorization

We will respond within 1-2 business days with:

• A Return Merchandise Authorization (RMA) number

• The correct return shipping address

• Specific return instructions

Important: Do not ship your item back without an RMA number. Returns without an RMA number will be refused and returned to you at your expense.

Step 3: Pack Securely

1. Use the original packaging whenever possible

2. Place the original box inside a protective outer shipping box

3. Include all original components, manuals, and accessories

4. Write your RMA number clearly on the outside of the outer box

5. Remove all old shipping labels from the outer box

Step 4: Ship the Return

• Ship the package to the address provided with your RMA

• You are responsible for return shipping costs unless the return is due to our error

• We recommend using a trackable, insured shipping method

• Keep your shipping receipt and tracking number

7. Return Shipping Costs

7.1 Customer-Initiated Returns

For returns initiated by you (change of mind, wrong size, no longer needed, etc.):

• You are responsible for all return shipping costs

• We do not provide prepaid return labels for these returns

• Shipping costs are non-refundable

7.2 Our-Error Returns

If the return is due to our error (wrong item shipped, defective product, shipping damage):

• We will provide a prepaid return shipping label

• We will email you the label within 2 business days of RMA approval

• You are responsible for repackaging the item securely

7.3 Shipping Insurance

We strongly recommend purchasing shipping insurance for returns. Arc Line Mobility is not responsible for items lost or damaged during return transit .

8. Refund Processing Timeline: 14 Days

8.1 Inspection Period (3-5 Business Days)

Once your return arrives at our facility, we will inspect it within 3-5 business days to verify it meets our return conditions . During inspection, we check for:

• Signs of use or wear

• Completeness of all components

• Damage during return transit

• Original packaging condition

8.2 Refund Processing (Up to 14 Days Total)

After inspection and approval, we will process your refund. The complete timeline from delivery to refund is:

We aim to process all refunds within 7 business days of receiving your return, but please allow up to 14 calendar days for the refund to appear in your account .

8.3 Refund Method

Refunds will be issued to the original payment method used for the purchase . This ensures security and proper tracking of funds.

8.4 Refund Amount Calculation

Your refund will be calculated as follows:

8.5 Refund Confirmation

You will receive an email confirmation when:

• Your return is received at our facility

• Your return inspection is complete and approved

• Your refund has been processed

9. Exchanges

9.1 Exchange Process

If you need a different size, color, or model, we recommend :

1. Return the original item following the process above

2. Place a new order for the desired item

3. This ensures fastest processing and avoids shipping delays

9.2 Direct Exchanges

In limited circumstances, we may offer direct exchanges for:

• Defective products under warranty

• Items where we shipped the wrong product

• Identical replacement for damaged items

Direct exchanges must be pre-approved by our customer service team at info@arclinemobility.com.

10. Defective and Damaged Items

10.1 Reporting Damage

If your item arrives damaged:

1. For freight deliveries: Note damage on the delivery receipt before signing

2. For all deliveries: Take clear photos of the damage and packaging

3. Contact us within 48 hours at info@arclinemobility.com with your order number and photos 

10.2 Defective Items

If your product develops a defect after delivery:

• Within 30 days: Return for full refund (no restocking fee) or replacement

• Beyond 30 days: Warranty coverage applies per our Warranty Policy

10.3 Inspection Authorization

We may require you to ship the item to us for inspection before processing refunds or replacements for defective items.

11. Order Cancellations

11.1 Canceling Before Shipment

You may cancel your order for a full refund (including shipping) if:

• The order has not yet been processed or shipped

• You contact us at info@arclinemobility.com

11.2 Canceling After Shipment

Once your order has shipped, it is subject to our standard Return Policy. Please follow the return process above.

11.3 Pre-Order Cancellations

Pre-orders may be canceled at any time before shipment for a full refund.

12. CCPA and Privacy Considerations

12.1 Personal Information in Returns

When you return an item, we retain only the personal information necessary to process your refund and maintain records as required by law . This includes your name, order number, and refund details.

12.2 Data Deletion Requests

If you are a California resident and wish to request deletion of your personal information after your return is complete, please see our Privacy Policy or contact us at info@arclinemobility.com .

13. Fraud Prevention

13.1 Return Abuse Monitoring

We monitor return patterns to prevent abuse, including :

• Excessive returns from a single customer

• “Wardrobing” (using items and returning after use)

• Returning items purchased from other retailers

• Returning counterfeit or different items

13.2 Consequences of Abuse

Customers who abuse our return policy may have:

• Future returns restricted

• Orders canceled

• Accounts suspended

13.3 Identity Verification

For high-value returns, we may require identity verification before processing refunds.

14. Google Merchant Center Compliance

This policy is designed to meet Google Merchant Center requirements for return policies :

15. FTC Mail Order Rule Compliance

Our refund practices comply with the FTC Mail or Telephone Order Merchandise Rule, which requires :

• Prompt refunds for unshipped merchandise

• Refunds to original payment method (not gift cards)

• Clear communication about delays

• Customer choice when shipments are delayed

We do not issue store credit or gift cards in lieu of refunds unless specifically requested by the customer .

16. Contact Information

For return questions, RMA requests, or refund inquiries:

Email: info@arclinemobility.com
Phone: +1 789 2000
Hours: Monday-Friday, 9:00 AM – 5:00 PM (Eastern Time)

Please include your order number in all correspondence for faster service.

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By making a purchase from Arc Line Mobility, you acknowledge that you have read, understood, and agree to be bound by this Return and Refunds Policy.