Returns and refunds
- Unreasonable returns:
All logistics costs incurred due to unreasonable returns shall be borne by the buyer, and the returned products must not affect normal secondary sales. The product must be in good condition, including complete packaging and no damage to the appearance. After we receive and confirm it, we will refund the purchase price after deducting the round-trip shipping cost.
- Loss of guarantee:
If customers find damage or malfunction after receiving the product, please give us feedback within 7 days. After the buyer receives and confirms the situation, can choose to return or exchange the goods, and we will bear all logistics costs; if the delivery time exceeds 7 days, it will not be regarded as damaged upon arrival, but will be regarded as a normal after-sales quality problem. Time It will be calculated as 7 days from the actual delivery of the logistics information.
- Quality issues:
If there is a quality problem with the product within 7 days after the logistics information is delivered, the buyer can choose to return or exchange the product after our confirmation, and we will bear all logistics costs.
More than 7 days, within 24 months (the warranty period of batteries, motors, chargers, controllers, and display is 12 months) due to product quality problems, we provide free accessories and free maintenance. Both parties bear their own logistics costs (the buyer bears the freight of the product and we bear the freight at the end of the repair).
If the warranty period exceeds 24 months, our company provides lifetime paid maintenance and after-sales service. The buyer is obliged to pay for related accessories and maintenance costs, and all logistics costs are borne by the buyer.
- Non-quality issues:
If the failure is not caused by quality problems, even within the warranty period, our company will only be responsible for providing after-sales service, but will not bear the related costs.
Failure caused by battery damage, tool damage, and connecting cable connector damage due to prolonged use in the rain or immersion in water or other water penetration.
Malfunctions caused by overloading, climbing hills for a long time, or driving on uneven roads.
If the user does not strictly follow the instructions in the manual for use and maintenance.
If you change, add or change the appearance and functions of the product without our confirmation and permission, it may cause malfunction.
Failure caused by accidental damage caused by improper care or use by the user.
If the invoice, warranty card, model number and serial number are not available.
- Return method:
Specific return and exchange process: We will provide the buyer with a return label, and the buyer must manage the return logistics according to our designated return logistics method; if the customer uses other logistics methods to transport, our company does not assume any responsibility and related costs.
- Logistics:
If the goods are returned and returned to the warehouse for signature due to end customer problems, including but not limited to rejection, wrong address, inability to identify the recipient, etc., the buyer will bear the freight and return costs. Return shipping charges are the same as shipping charges (including additional fees).
If the order package is lost midway and there is no logistics information, the customer can ask us to send it back or refund after confirming the loss.
The logistics of the order proved that it was delivered correctly, but the order was not received by the end customer. Customers should assist us in promptly requesting compensation and obtaining proof of receipt. The amount of our refund depends on the outcome of the complaint and the customer should send us the full formal complaint from the tenant.