Returns & Refunds

At PhoxHunter, we want you to feel comfortable when you purchase a folding electric bike from us. If something is not right, we are here to help. This page explains our 30-day return policy, eligibility conditions, and how refunds work.

1. Return Window

You may request a return within 30 days of the delivery date. The 30-day window begins when your package is marked "Delivered" by the carrier.

2. Return Eligibility Conditions

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

  • In the same condition as received (no damage, scratches, or signs of use)
  • Unused and unassembled — please do not ride or assemble the bike before submitting a return request
  • In the original packaging (including foam, inserts, and box)
  • Includes all accessories, manuals, and components that came with the bike
  • Accompanied by proof of purchase or order number

3. Non-Returnable Items

The following items cannot be returned:

  • Custom or personalized products (if offered in the future)
  • Gift cards
  • Items showing clear signs of use, assembly, or damage caused by the customer

4. Return Request Process

Step 1 – Contact Customer Service
Email us at support@phoxhunter.com with:

  • Your order number
  • The reason for the return
  • Photos (if the item is damaged or defective)

Step 2 – Receive Return Authorization & Address
Do not send the item to the original shipping address. Our support team will provide the correct return warehouse address and instructions.

Step 3 – Ship the Item Back
We recommend using trackable shipping and purchasing shipping insurance. PhoxHunter is not responsible for items lost or damaged during return transit.

5. Return Address Information

Our support team will provide the correct return warehouse address when you submit a return request. Please do not send returns to the corporate address below unless instructed.

📍 Corporate Address (not for returns without approval):
VOGUE VAULT LLC
15290 E 6TH AVE, AURORA, CO 80011, US

6. Return Shipping Cost Responsibility

Who pays for return shipping depends on why you are returning the item:

Scenario Who Pays Return Shipping?
Defective product PhoxHunter covers the cost (prepaid label provided)
Damaged item upon arrival PhoxHunter covers the cost (prepaid label provided)
Wrong item shipped PhoxHunter covers the cost (prepaid label provided)
Change of mind Customer pays return shipping cost
Ordered wrong item / size Customer pays return shipping cost
Product not as preferred Customer pays return shipping cost

Restocking fee: We do not charge a restocking fee for returns.

7. Refund Processing Procedure

Once we receive your return at our warehouse:

  • Inspection: Our team will inspect the returned item within 3–5 business days of receipt.
  • Approval Notification: We will email you to confirm whether the return is approved or rejected.
  • Refund Issued: If approved, the refund will be processed to your original payment method within 5–7 business days after inspection.

Please note: Depending on your bank or credit card issuer, it may take an additional 3–5 business days for the refund to appear in your account. We cannot control bank processing times.

8. Damaged or Incorrect Items

If your PhoxHunter folding e-bike arrives damaged or you receive the wrong item:

  • Contact us within 3 business days of delivery
  • Provide your order number and clear photos showing:
    • The damage (if applicable)
    • The incorrect item received
    • The packaging condition
  • We will arrange a replacement or full refund, including return shipping.

9. Delivery Inspection Reminder

Please inspect your package upon delivery, especially before signing for it (if a signature is required).

  • Check the box for visible damage, dents, or crushing
  • If the box looks damaged, note it on the delivery receipt or take photos before opening
  • Open and inspect the bike as soon as possible — do not wait more than 3 days

This helps us resolve shipping damage claims with our carriers.

10. Customer Support Contact

Have questions about returns, refunds, or exchanges? Contact our support team.

📍 Company Name: VOGUE VAULT LLC
🏢 Address: 15290 E 6TH AVE, AURORA, CO 80011, US
📧 Email: support@phoxhunter.com
🕒 Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (Mountain Time)
⏱ Response Time: Within 12 hours on business days; within 24–48 hours on weekends and holidays.

When contacting us, please include your order number and a brief description. This helps us respond faster.

Thank you for choosing PhoxHunter.