Refund policy

Returns & Cancellations Policy

Effective Date: July 1, 2026
Last Updated: September 2, 2026

This Returns & Cancellations Policy applies to purchases made directly from Viscena through the Viscena website or through another sales channel operated directly by Triple J Import Inc. d/b/a Viscena (“Viscena,” “we,” “us,” or “our”).

Purchases made through an authorized Viscena dealer or other third-party seller are subject to that seller’s applicable cancellation and return policies.

For purposes of this Policy, “E-Moto” means any Viscena electric dirt bike or electric off-road motorcycle.

1. Changes to an Order

Once an order has been submitted, we cannot guarantee that changes can be made to the product, model, color, quantity, payment method, billing address, or shipping address.

Customers should review all order information carefully before completing checkout.

To request an order change, contact us as soon as possible at: customerservice@viscena.com

Submitting a change request does not guarantee that the requested change can be completed. Orders may enter warehouse processing or shipping preparation shortly after being placed.

Changes to the delivery address after an order has entered the shipping process may result in carrier reconsignment, redelivery, storage, or other charges. Any such charges resulting from a customer-requested address change may be the responsibility of the customer.

2. Order Cancellations
Cancellation Requests Within 24 Hours

An order cancellation request may be submitted within twenty-four (24) hours after the order is placed.

Cancellation requests must be submitted by email to: customerservice@viscena.com

The email should include:

the customer’s full name;
the order number;
the email address associated with the order; and
a clear request to cancel the order.

The effective time of a cancellation request is the time the request is received by our email system.

A cancellation request is not considered approved until Viscena confirms the cancellation. Customers are responsible for checking for cancellation confirmation.

If no cancellation confirmation is received and the order has already entered shipment, the rules applicable to shipped orders and returns will apply.

Cancellation Requests After 24 Hours but Before Shipment

After the initial 24-hour cancellation period, we will make reasonable efforts to cancel an order that has not yet shipped.

However, cancellation cannot be guaranteed once an order has entered final warehouse processing, freight scheduling, pickup preparation, or carrier possession.

If an order has not yet shipped and Viscena is able to stop fulfillment, Viscena may approve the cancellation and issue the applicable refund.

3. Cancellations After Shipment

Once an order has been picked up by the carrier or otherwise entered the shipping network, it can no longer be canceled as an ordinary pre-shipment cancellation.

At the customer’s request, Viscena may attempt to recall or redirect the shipment. Carrier approval is not guaranteed.

A customer who cancels an E-Moto order after shipment, requests that an E-Moto shipment be recalled, or refuses delivery of an otherwise correct and undamaged shipment will be responsible for:

a 25% restocking fee based on the original purchase price of the returned product;
the original outbound shipping or freight cost, whether separately charged to the customer or included in the purchase price;
return freight charges;
carrier reconsignment, recall, redelivery, or storage charges, when applicable; and
any additional charges resulting from an incorrect address, missed delivery appointment, or customer-requested delivery change.

These amounts may be deducted from any refund otherwise due.

A refused shipment is not automatically considered a completed or approved return. The product must first be returned to and inspected by Viscena.

This section does not apply when a customer properly cancels an unshipped order because Viscena is unable to ship within the time required by applicable law.

4. E-Moto Returns

Viscena accepts eligible returns of E-Motos within fourteen (14) calendar days after delivery, subject to all requirements in this Policy.

To qualify for a return, the E-Moto must:

be unused and unridden;
be in new and resalable condition;
have no damage, scratches, excessive dirt, wear, or signs of use;
have no modifications or alterations;
include the original battery, charger, keys, manuals, hardware, accessories, and other items originally supplied with the E-Moto;
be returned in its original shipping crate, carton, protective materials, and packaging; and
have a valid Return Merchandise Authorization issued by Viscena before shipment.

Starting, assembling, or inspecting an E-Moto does not automatically make it ineligible for return. However, riding the E-Moto, using it outdoors, modifying it, damaging it, or otherwise placing it into service may make the E-Moto ineligible for return.

All eligible voluntary E-Moto returns are subject to a 25% restocking fee.

Original shipping and freight charges are non-refundable. The customer is also responsible for return freight costs unless Viscena determines that the return is the result of an incorrect product shipment or another error for which Viscena is responsible.

Because E-Motos are large, heavy products containing lithium-ion batteries, customers may not return an E-Moto using an unapproved parcel carrier or shipping method. Return transportation must comply with applicable carrier and hazardous-material transportation requirements.

5. Parts, Accessories, Apparel, and Merchandise Returns

Eligible parts, accessories, apparel, and merchandise purchased directly from Viscena may be returned within thirty (30) calendar days after delivery.

Returned items must be:

unused;
uninstalled;
undamaged;
complete;
in their original packaging; and
accompanied by all hardware, instructions, labels, accessories, and other original contents.

The following items are not eligible for ordinary return:

electrical or electronic components that have been installed or connected;
items showing signs of installation, use, wear, or damage;
special-order or custom-order items;
items marked “Final Sale” or otherwise identified as non-returnable at the time of purchase; and
items missing required components or original packaging.

Eligible voluntary returns of parts, accessories, apparel, or merchandise may be subject to a 20% restocking fee.

Original shipping charges are non-refundable, and the customer is responsible for return shipping unless the return results from an incorrect item shipped by Viscena.

6. How to Request a Return

Before returning any product, the customer must contact: customerservice@viscena.com

The return request should include:

the customer’s full name;
the order number;
the product being returned;
the reason for the return;
current photographs of the product and packaging, when requested; and
any other information reasonably requested by Viscena to evaluate and arrange the return.

If the return is approved, Viscena will provide return instructions and a Return Merchandise Authorization or other return approval information.

Do not send a product back to Viscena without prior authorization.

Unauthorized returns may be refused, and any transportation, storage, redelivery, or related charges may be the responsibility of the customer.

Products returned cash-on-delivery or with unpaid freight charges will not be accepted.

Return authorization does not guarantee a refund. All returned products remain subject to inspection after receipt.

7. Return Freight and Packaging

Customers are responsible for securely preparing an approved return for transportation.

E-Motos must be returned using the original shipping packaging and protective materials unless Viscena authorizes another method in writing.

The customer is responsible for damage occurring during return transportation when the damage results from:

inadequate packaging;
failure to properly secure the product;
use of an unauthorized shipping method;
missing protective materials; or
other improper preparation of the return shipment.

When Viscena arranges return freight on behalf of the customer for a voluntary return, the actual return freight charge and applicable carrier fees may be deducted from the customer’s refund.

8. Freight Delivery Inspection and Shipping Damage

Viscena E-Motos may be delivered by freight or LTL carrier and require an adult signature.

Customers should inspect the shipment before signing the carrier’s delivery receipt.

Before accepting delivery, inspect the crate, carton, packaging, and visible product areas for signs of damage, including:

punctures;
crushed corners;
broken or missing bands;
torn packaging;
holes;
exposed product;
visible bending or impact damage; or
other signs of mishandling.

Any visible damage should be clearly noted on the carrier’s delivery receipt before the customer signs for the shipment. The customer should also take clear photographs or video showing the condition of the shipment and product.

Shipping damage must be reported to: customerservice@viscena.com within 48 hours after delivery.

The report should include the order number, a description of the damage, photographs of the shipping packaging and product, and a copy or photograph of the delivery receipt when available.

Customers should keep all original shipping materials until the claim has been reviewed and resolved.

Refusing a visibly damaged shipment should be limited to situations involving significant freight damage. Customers should contact Viscena promptly for assistance.

A freight damage claim is separate from a voluntary product return.

9. Defective Products and Warranty Claims

This Returns & Cancellations Policy is separate from the Viscena E-Moto Limited Warranty.

An E-Moto or component that has been used and later experiences a potential defect is generally handled through the applicable warranty process rather than as a voluntary return.

The existence of a mechanical, electrical, or other issue does not automatically entitle the customer to return the entire E-Moto for a refund.

Depending on the circumstances and the applicable Limited Warranty, Viscena may provide troubleshooting assistance, replacement parts, repair assistance, or another warranty remedy.

Warranty claims are governed by the terms, exclusions, procedures, and limitations contained in the applicable Viscena E-Moto Limited Warranty.

Nothing in this Policy limits rights that cannot lawfully be limited or excluded.

10. Inspection of Returned Products

All returned products will be inspected after receipt.

Viscena may reduce or deny a refund if the returned product:

has been used or ridden;
has been modified or altered;
is damaged;
is missing parts or accessories;
is not in the condition described when the return was authorized;
has been improperly packaged for return transportation;
has sustained damage during return transportation because of inadequate packaging; or
otherwise fails to meet the eligibility requirements in this Policy.

When a returned product does not qualify for a refund, Viscena may notify the customer and provide available options. Additional shipping, storage, or handling charges may apply.

11. Refunds

After an eligible return is received and passes inspection, Viscena will calculate the refund amount based on:

the eligible product purchase price;
applicable restocking fees;
non-refundable original shipping or freight charges;
return freight charges;
carrier charges or fees for which the customer is responsible; and
any other permitted deductions resulting from the condition of the returned product.

Approved refunds will generally be issued to the original payment method.

The time required for a refund to appear in the customer’s account may vary depending on the bank, credit card issuer, financing provider, payment processor, or other financial institution involved.

Shipping, freight, delivery, assembly, expedited processing, and similar service charges that have already been incurred or performed are non-refundable except where required by law or expressly approved by Viscena.

12. Preorders and Backorders

A preorder or backorder cancellation request may be submitted within twenty-four (24) hours after the order is placed by emailing customerservice@viscena.com. The request must include the customer’s full name, order number, email address associated with the order, and a clear request to cancel.

The effective time of a cancellation request is the time it is received by our email system. A cancellation request is not considered approved until Viscena provides cancellation confirmation.

After the initial 24-hour cancellation period, preorders and backorders become nonrefundable and may not be canceled, except when Viscena expressly approves the cancellation in writing or when cancellation and a refund are required by applicable law. Once a preorder or backorder has been delivered, any eligible return is governed by Section 4 of this Policy, including its return-condition requirements, restocking fee, and freight terms.

Estimated availability, processing, shipping, and delivery dates for preorder and backorder products are estimates based on information reasonably available when the order is placed and may change.

If Viscena cannot ship within the time stated at purchase or otherwise required by applicable law, Viscena will provide the notice and options required by law. When applicable law gives a customer the right to cancel because of a seller-caused shipping delay, the cancellation will receive a full refund to the original payment method and will not be subject to a restocking fee for merchandise that has not shipped.

13. Refused and Undeliverable Shipments

A shipment that is refused for reasons other than significant documented shipping damage, or that is returned because of circumstances including an incorrect address, missed delivery appointment, inability to contact the customer, or failure to accept delivery, may be treated as a customer-requested return.

The customer may be responsible for:

outbound freight;
return freight;
redelivery charges;
storage charges;
reconsignment fees;
carrier accessorial charges; and
the applicable restocking fee.

These amounts may be deducted from any refund otherwise due.

14. Purchases From Authorized Dealers

This Policy applies only to products purchased directly from Viscena.

Products purchased from an authorized Viscena dealer or other third-party seller must be returned to the original seller and are subject to that seller’s applicable cancellation and return policies.

Warranty coverage for eligible products remains subject to the applicable Viscena E-Moto Limited Warranty.

15. Policy Abuse and Fraud

Viscena reserves the right to reject a return request involving suspected fraud, intentional product damage, false shipping-damage claims, product substitution, missing components, altered serial numbers, unauthorized chargeback activity, or other abuse of the return process, subject to applicable law.

Nothing in this section prevents a customer from exercising legitimate rights available under applicable consumer protection, payment-card, financing, or other laws and regulations.

16. Contact Information

Questions regarding cancellations, returns, refunds, or shipping damage may be directed to:

Viscena
Operated by Triple J Import Inc.
6654 Jimmy Carter Blvd., Suite A
Norcross, GA 30071
United States

Email: customerservice@viscena.com