MUDLIZ — Return, Exchange & Cancellation Policy

Effective Date: July 2026

At MUDLIZ, we are dedicated to designing and distributing high-performance electric dirt bikes and off-road motorcycles engineered to conquer the toughest trails. We recognize that sometimes a purchase may not meet your exact expectations. As an authorized brand operator, we provide a transparent, secure, and fully compliant return, exchange, and cancellation framework to assist you.

Quick Summary of Our Terms

Policy Parameter	Standard Terms
Order Handling Time	1 to 2 Business Days (Prior to warehouse dispatch)
Cancellation Window	100% Allowed prior to physical shipment departure
Return & Exchange Window	30 Calendar Days from the date of confirmed delivery
Product Condition (Remorse)	Brand new, unridden, never assembled, in original sealed packaging
Restocking Fee	$0 (No restocking fees applied)
Return Authorization	Mandatory RMA required. Unauthorized returns will be rejected.

Section 1: Order Handling, Processing & Cancellation Rights

• Order Processing Window: All incoming orders are processed, quality-checked, and packed for transit at our US fulfillment hub within 1 to 2 business days (Monday through Friday).

• Cancellation Rights: As long as your order remains within our 1 to 2 business day handling window and has not physically left our dock, you hold the right to cancel. Submit your request immediately to support@mudliz.com with your Order Number and the subject line "Order Cancellation Request".

• Payment Gateway Fee Disclosure: While MUDLIZ does not assess internal administrative cancellation fees, third-party payment gateways (credit card processors) retain non-refundable processing fees (typically 2.9% to 4%). These external fees will be deducted from your cancellation refund.

• Post-Dispatch Cancellations: Orders that have already been handed over to the carrier cannot be intercepted in transit and will be handled as a standard customer-initiated return.

Section 2: Responsibility for Return Shipping & Associated Fees

Depending on the reason for your return or exchange, fees and freight responsibilities are allocated as follows:

1. Defective, Damaged, or Incorrect Items (Merchant Responsibility)

If your product arrives with a verified manufacturing defect, severe structural transit damage, or an incorrect item was delivered:

• Coverage: MUDLIZ assumes 100% responsibility for all associated shipping logistics.

• Remediation: We will provide prepaid return freight labels, arrange replacement component dispatch, or issue a 100% Full Refund at zero cost to the customer.

• Action Required: Inspect your vehicle upon arrival. Take clear photos and videos of the damage/defect and email support@mudliz.com within 3 business days to initiate a priority claim.

2. Buyer’s Remorse Returns (Customer Responsibility)

If you request a return within your 30-day delivery window due to personal preference (change of mind, mistaken model selection, or buyer's remorse):

• Restocking Fee: $0 (We do not charge a restocking fee).

• Outbound Freight Deduction: To offset original heavy-freight dispatch costs incurred by MUDLIZ, a fixed outbound shipping fee will be retained from your net refund:

  • Electric Dirt Bikes / Vehicles: Flat $200 deduction per unit.

  • High-Capacity Batteries: Flat $100 deduction per unit.

  • Parts & Accessories: Flat $30 deduction per unit.

• Return Freight: The customer is fully responsible for organizing, coordinating, and paying for return heavy-freight transport back to our designated US facility.

3. Model Exchange Policy

If you choose to exchange an unridden, pristine vehicle for a different model within 30 days:

• The customer must cover a flat $180 exchange freight fee plus any retail price difference between models before the new unit is dispatched.

Section 3: 30-Day Return Eligibility Criteria

To qualify for a buyer’s remorse return or model exchange, merchandise must meet the following criteria:

1. Pristine Status: The vehicle or accessory must be entirely unused, unridden, never assembled, and preserved in its original factory-sealed packaging.

2. Complete Assemblies: All chargers, keys, structural hardware, manuals, tools, and protective packaging must be present inside the original crate.

3. Proof of Purchase: A valid order number from mudliz.com must be provided.

Section 4: Mandatory Step-by-Step Return Procedure

1. Obtain an RMA Number: You must first contact support@mudliz.com to request a formal Return Merchandise Authorization (RMA) number and specific warehouse delivery instructions.

2. Unauthorized Return Exclusion: Do not ship any merchandise back to our warehouse or corporate offices without prior confirmation and an approved RMA number. Unscheduled or unauthorized drop-offs will be strictly rejected at our loading dock.

3. Inspection & Processing: Upon arrival at our facility, mechanics will inspect the vehicle. You will receive an email update confirming the inspection outcome within 3 business days.

Section 5: Refund Issuance Timelines & Payment Method

• Original Payment Method: Once a return is approved following warehouse inspection, your net refund balance will be automatically processed back to your original payment method.

• Processing Speed: Refunds are processed within 3 to 5 business days after inspection approval. Depending on your financial institution, funds will reflect on your bank or credit card statement shortly thereafter.

Non-Returnable Items

Due to safety regulations and hazardous materials constraints, the following are non-returnable:

• Clearance, promotional closeout, or "Final Sale" items.

• Custom vehicle modifications or tailored orders.

• Lithium-Ion Batteries that have already been mounted, charged, or connected to a vehicle's wiring harness.

Customer Support & Corporate Information

• Commercial Brand Name: MUDLIZ

• Customer Support Email: support@mudliz.com

• Business Phone: +852 5524 1697

• Registered Corporate Address: RM 05 25/F WEALTH COMM CTR 42-56 KWONG WA ST MONG KOK HONG KONG

• US Fulfillment Center (RMA Required — No In-Person Returns): 3340 NW Yeon Ave, Suite 9, Portland, OR 97210, United States

• Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (PST)