Warranty & Return Policy

1. Return & Exchange Overview

We only provide return and exchange services for products purchased through official channels under specific conditions. We do not accept returns or exchanges without cause.

If a product experiences performance failure not caused by misuse or accidental damage and cannot be resolved through troubleshooting, a request for return/exchange can be submitted within 7 days from the date of receipt (based on tracking data from DHL, DPD, FedEx, etc.).

Eligible for Return/Exchange:

• The product is unused, undamaged, and returned with complete packaging and accessories (including manuals, chargers, tools, etc.).
• A valid reason must be stated with supporting evidence such as photos, videos, and diagnostics.

Not Eligible for Return/Exchange:

• Products purchased through unauthorized third-party sellers.
• Used products or those damaged due to misuse, unauthorized repair, impact, or disassembly.
• Incomplete packaging, missing accessories, altered serial numbers, or lack of original proof of purchase.
• Products returned without prior approval or shipped without contacting customer service.

2. Return & Exchange Conditions

2.1 Valid Return Reasons:

• Verified product quality issues not caused by external forces.
• Missing parts or incorrect product received.
• Performance-related issues confirmed by our technical team.

2.2 Invalid Return Scenarios:

• Subjective dissatisfaction (e.g., appearance, speed, range) with no actual fault.
• Damage caused by improper use or unauthorized repair.
• Damage from repackaging or improper return shipping.

3. Return & Exchange Procedure

To initiate a return or exchange:

1. Contact our after-sales team and submit your request with a detailed explanation, photos, and videos.
2. Our team will review and confirm eligibility within1 business day.
3. If approved, return the product to the designated overseas warehouse.
4. Upon receipt, the product will be inspected within3 business days. If the product is in acceptable condition, we will proceed with repair, replacement, or refund.

❗If the product is returned without approval or does not meet return conditions, we reserve the right to refuse processing and return the item to the customer.

4. Shipping Damage & Loss

4.1 In-Transit Damage:

If the scooter is damaged during international shipping, we will assist in filing claims with the courier. If proven, we will:

• Offer partial compensation ($7–$20 USD), or
• Ship free replacement parts for minor repairs.

Submit claims within 3 business days of delivery along with photos and courier documentation.

4.2 Logistics Issues:

• No Updates Within 10 Days: We will investigate logistics exceptions and determine if the item is lost.
• Lost Shipments: If loss is confirmed, we will offer a replacement or full refund.
• Delivery Info Errors: If incorrect address/phone number results in failed delivery, we will assist in reshipping once the issue is corrected (cost borne by the customer).
• Tracking Shows Delivered but Not Received: We will investigate with the courier. If confirmed lost or misdelivered, we will arrange compensation.

5. Final Processing Time

• We will notify customers of decisions within 1 business day of inspection.
• For confirmed return cases, refunds will be processed back to the original payment method after return verification.
• Special circumstances (e.g., inventory replacement, free part shipment) may require additional handling time.

6. Notes & Record Keeping

• Each return case is recorded and tracked for at least 1 year to ensure service quality and transparency.
• Our overseas warehouses are available in North America, EU, UK, and Dubai, enabling faster service and lower logistics costs.