Warranty
Products to which the after-sales terms apply:
1. Electric bicycle
2. Electric bicycle accessories
Return for no reason
The expenses incurred from the return without reason shall be borne by the party B. The returned products should generally be in their unopened packages. If the packages have been opened, the products must be unused. The returned products must be in good condition (including intact packaging and undamaged appearance, etc.). If the returned products do not meet the above conditions, they shall be handled by the party B on its own. However, the party A can provide paid refurbishment services as per the requirements of the party B.
1. Within 7 days from the date of customer's signature, if the electric bicycle shows no usage traces and does not affect its re-sale, the return is supported without any reason (the return shipping cost will be borne by the party B); if it is overdue or if the usage traces affect the re-sale after being inspected by the agency entrusted by the party A, the return without any reason will not be supported.
2. For a return without any reason, the party B needs to bear the following costs: shipping fee, inspection fee, packaging cost (including packaging materials), and processing fee for the warehouse (specifically based on the data provided by the warehouse). If the customer returns the package during the delivery process and causes damage to the goods, the loss will be borne by the party B.
3. If the party B does not use the "Return Handling Method" provided by the party A for the return, the party B needs to bear the shipping cost of the goods and the processing cost of the warehouse (since there is a risk of the package being rejected by the warehouse, please notify the after-sales handling personnel of the party A before handling the return, and the after-sales handling personnel of the party A will verify and confirm before proceeding with the return process).
4. Before handling the return without any reason, the customer needs to provide photos or videos of the actual condition of the goods (the condition of the goods, the packaging condition of the inner box during packaging, and the condition of the outer box after packaging) to the party A for assessment to determine if it meets the return criteria. If it does not meet the criteria, the return will not be granted.
Return due to product quality issues
The party B is required to provide relevant evidence, such as screenshots of emails, pictures or videos of the defective products. After receiving the evidence, Party A will provide feedback and handling suggestions as soon as possible. If the product cannot be used due to quality issues, after the goods are returned, Party A will test and confirm the existence of the problem. If the problem is confirmed to be true, Party A will refund the full amount; if the test results do not match the customer complaint, the expenses (including product depreciation and transportation costs) incurred will be borne by Party B.
1. Within 7 days from the date of the customer's signature receipt, if there are any of the following non-human quality issues (including: motor damage, battery damage, frame damage, and multiple damages to the entire vehicle), a return can be supported. For other issues, only supplementary repair parts can be provided. Returns will not be supported if there is a delay or if the issue is confirmed by the inspection agency entrusted by the party A to be inconsistent with the customer's description.
2. For product quality issues with returns, the default procedure is that party A usually arranges for local logistics to pick up the returned items. Party A will bear the logistics costs. (Other handling methods need to be confirmed with party A before proceeding with the return operation.)
3. If due to product quality issues, relevant accessories have been reissued to the customer, it is considered that the customer accepts their own repair. In this case, returns are no longer allowed.
4. Minor quality issues that do not affect normal riding, if the customer accepts compensation, party A is willing to bear the compensation cost within 5% of the purchase amount of the party B; if the customer does not accept compensation and requests a return, after the inspection agency entrusted by party A receives and confirms that the complained quality issue is true, the losses incurred will be borne by party A; if the inspection result is inconsistent with the complaint, the expenses (including product depreciation and transportation costs) will be borne by party B.
5. Product description does not match the actual product. Submission deadline: Apply within 5 working days after the customer signs for receipt. Product description requirements: If the materials provided by party A do not match the actual product received by the customer, party A can provide compensation (compensation amount not exceeding 5% of the payment amount), return or exchange: If the product pictures and descriptions on the party B's sales page do not match the materials provided by party A, the after-sales issues and related expenses (including product depreciation and transportation costs) caused by this will be borne by party B.
Return Policy and Other Information
1. It is located in a remote area, and the shipping cost is often subject to change. An additional logistics fee will be charged. Please consult the relevant contact person of the client for details.
2. For the return method of requesting local logistics to pick up the items, please provide the accurate pickup information of the client by the client two working days in advance (the pickup date and the client's pickup information of the company, please prepare the goods and accessories that need to be returned in advance.)
3. Please provide the accurate pickup information of the client. If the package fails to be delivered and is returned due to incorrect pickup information provided by the client, the logistics company being used, inability to contact the client, or other abnormal situations such as access control at the delivery location, the client will be responsible for the incurred costs (round-trip logistics fees and related handling fees).
4. If the order logistics information remains unchanged for more than two weeks, the client is allowed to cancel the order. The logistics company will be contacted to intercept and recall the order. For those that cannot be recalled, the client must request the customer to refuse to accept the package. For orders that have not made the refusal, the company will still consider it as a valid order and will not refund the money.
5. For orders that are cancelled by the client after shipment, the shipping fees and handling fees incurred will be borne by the client.
Return Package Instructions
1. Before returning the product, Party B must require the customer to clean the electric bicycle thoroughly, especially on the following parts: frame, handlebars, front and rear wheels, rear cover, etc. After cleaning, please take clear photos and send them back (un-cleaned vehicles will affect the refund amount).
2. Please return all accessories, including: charger (with packaging box), vehicle tool kit (with tools), and manual, etc.
3. Please print out the return logistics label and stick it on the outer box (the label must cover the original shipping courier label). Also, arrange for six-sided photos of the package outside to prevent abnormal scanning by the courier, which may cause the package to be returned by the shipping party midway.
4. After handing over the returned package to the courier, please keep the delivery receipt signed by the courier and take photos and send them back (if you encounter a situation where the courier loses the package, the delivery receipt is needed for claim).
Problems of Party B and its clients
1. Orders that result in returns due to incorrect addresses or wrong recipient contact information provided,If it does not affect the resale of the item, the party A will deduct the round-trip shipping fees, inspection fees and processing fees from the refund amount and then give the refund to the party B. If there is any damage, the party A will also need to deduct the repair costs.
Unreasonably Returned Products
For products returned by the customer without any reason, the ownership of the goods belongs to the customer until the party A refunds the money to the party B. If the goods are returned to the warehouse of party A, the customer must decide on the disposal plan within 2 working days. Party A should cooperate in handling the matter, and the related costs incurred shall be borne by the customer.
Logistics issues
If there is no update of logistics information within 14 working days (subject to extension during holidays), and the buyer reports not receiving the product, and it is confirmed that it is indeed a lost package by the logistics (the investigation may take 10-15 working days), or if the delivery status cannot be confirmed, it will be regarded as a lost package by the logistics. In this case, Party A can arrange for the re-delivery of the goods or offer a full refund to Party B. Party B is required to notify the customer to reject the goods. If the actual package is not lost and the customer does not reject this order, Party B must pay the payment for this order.
Warehouse issue
Wrong delivery from the warehouse
Submission deadline: Within 5 working days after the product is delivered as shown in the order logistics tracking information (if there are holidays, it will be postponed). The party B needs to provide photos for the party A to verify. After verification is confirmed to be correct, the party A can provide compensation (the compensation amount shall not exceed 5% of the payment amount) to the customer (return or exchange the goods), or do nothing.
Missing delivery of spare parts
Submission deadline: Within 5 working days after the product is delivered as shown in the order logistics tracking information (if there are holidays, it will be postponed).
The party B needs to provide photos for the party A to verify. After verification is confirmed to be correct, the party A will re-deliver the spare parts.
After-sales Terms
1. Minor scratches on the vehicle body do not constitute a quality issue. If Party B is concerned about this, please place the order with caution. After receiving the product, if you apply for a return due to such reasons without using the electric vehicle, it will be handled as a "no-reason return", and the cost of the return will be borne by Party B. The refund amount will be arranged based on the product return status. If it affects the secondary sale and cannot be fully refunded, it will not be possible.
2. Party A does not provide road certificates for electric bicycles. Please have Party B place the order with caution. After receiving the product, if you apply for a return due to such reasons without using the electric bicycle, it will be handled as a "no-reason return", and the cost of the return will be borne by Party B. The refund amount will be arranged based on the product return status. If it affects the secondary sale and cannot be fully refunded, it will not be possible.
3. During the warranty period, Party A will provide free accessories, and Party B will bear the repair costs. The product warranty period is as follows; for other accessories with quality issues upon receipt, please report them within 7 days from the day of customer receipt. Party A will arrange for free re-delivery; if quality issues occur after the expiration period, Party B will be responsible for purchasing them at their own expense.
|
Parts Name |
Warranty Period |
|
|
|
motor |
12 months |
|
Battery |
||
|
Controller |
||
|
Frame |
||
|
|
Front light |
6 months |
|
Brake light |
||
|
Mechanical brake device |
||
|
Electric brake |
||
|
Electric accelerator |
||
|
|
Paint Logo |
3 months |
|
decoration strip |
4. If the accessories have been provided to the customer for free as compensation or re-delivery, it is considered that the customer has accepted the risks of the repair. In this case, the return service will no longer be available. Please be cautious when using the compensation clause.
5. If the outer packaging of the goods is obviously damaged when the customer receives the shipment, the customer should be requested by the seller to refuse to sign for the package. If the customer signs for the package, it is assumed that the package is in good condition. After unpacking, if there is any damage to the products, the seller cannot claim compensation from the logistics company. The related losses will be borne by the seller.
6. If the package is found to be damaged during contactless delivery, the seller should request the customer to take a photo of the package before unpacking (the damaged area and the information on the shipping label must be clear). After unpacking, take another photo of the product. In this case, claiming compensation from the logistics company may not be successful. It is recommended that the seller try not to provide an address for contactless delivery.
Exclusion Clause
1. The damage caused by modifying the vehicle with non-original parts is not covered.
2. The damage resulting from violent use or destruction is not covered.
3. The damage caused by traffic accidents, natural disasters, or wars is not covered.
4. The damage caused by water infiltration or water immersion is not covered.
5. The damage caused by unstable voltage is not covered.
6. The parts are not covered if they have exceeded the warranty period.
7. The malfunction caused by excessive weight is not covered.
8. The malfunction caused by the user not following the user manual for use, maintenance and care is not covered.
9. The malfunction caused by the use not in accordance with local laws and regulations is not covered.
Additional Explanation
The party B shall not provide any false evidence to the party A. If it is found that the evidence is fabricated, the party A will not accept the after-sales service for this order. The compensation and the cost for reissuing the accessories that have already been provided by the party B shall be borne by the party B.
1. This return and after-sales clause applies to the products sold under the order starting from January 1, 2023. For the orders placed before January 1, 2023, the after-sales content as previously agreed by both parties will continue to be implemented. If you have any questions, please contact us promptly.
2. If the party A makes adjustments to the products and the cooperation method, it will notify the party B in the form of email documents or in writing. The party B should immediately make adjustments to this matter. If no adjustments are made, the related problems and losses arising therefrom will not be accepted by the party A.
3. The four major components including batteries, motors, controllers and frames have a one-year warranty. During the warranty period, free replacement is provided, including the postage and the cost of materials (excluding non-quality-related issues).
4. The party A also provides the warranty period and prices for each component.
If you have any questions or comments, please don't hesitate to contact us:
E-mail: info@toofly.co.uk
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