Returns + Exchanges

ⅰ. Unconditional Return Requirements

1.Product Condition: Returned goods must be brand new, unused, and free from artificial damage or wear.

2.Complete Packaging & Contents: All original packaging, accessories, user manuals and promotional gifts must be returned in full. For large goods such as electric vehicles, outer cartons, factory labels and stickers must remain intact, undamaged and undeformed to ensure resale eligibility and prevent secondary returns.

3.After our warehouse receives and inspects your returned item, a condition verification report will be provided. If the product shows obvious use traces and cannot be resold, we will process a 50% partial refund for product recycling and dispose of the item on your behalf.

ⅱ. Quality Defect Terms

1.If you discover severe product damage or non-repairable electronic control malfunctions that cannot be fixed via part replacement, you must contact us within 7 calendar days of signed delivery and provide valid supporting evidence (photos, videos, etc.) via email.

2.Upon receiving your defect report and supporting documents, our team will conduct prompt verification. Once confirmed as a valid quality defect covered by this clause, you may return the faulty item to our designated warehouse. After inspection and confirmation, we will issue a full refund and cover all return and exchange logistics costs.

3.Damage or malfunction reports submitted beyond the 7-day window will not be covered by the arrival damage policy and will be handled in accordance with standard after-sales quality protocols. The 7-day timeframe is calculated based on the signed delivery time recorded in logistics tracking.

4.We strongly recommend unpacking, inspecting and recording video footage on-site at the time of delivery signing.

In case of missing items, incorrect goods, repackaging signs, transit damage or other abnormalities, please notify us within 7 days of receipt confirmation and provide relevant information including product SKU, VIN, tracking number, outer packaging photos, item inspection media and actual receiving weight. After we verify the root cause (e.g., wrong delivery, missing items, logistics damage), we will offer targeted solutions such as parts replenishment, partial refunds, reshipment or product returns.

5.Exterior paint scratches and fragile component damage caused by logistics transit are not eligible for free returns or exchanges. Based on actual conditions, we will provide complimentary replacement parts, cover repair shipping fees, or offer proportional compensation ranging from USD 10 to 20.

6.For quality-related failures occurring outside the 7-day inspection period but within the official warranty period, we provide free replacement parts and professional maintenance guidance.

7.After warranty expiration, all costs related to part replacement — including component fees and logistics charges — shall be borne by the customer.

8.Consumable wearing parts (tires, brake kits and similar components) are not covered for arrival damage if worn due to daily use. Customers shall bear all costs for independent replacement and related shipping fees.

ⅲ. Non-Quality Malfunction Exclusions

Even within the warranty period, we provide after-sales support only for malfunctions caused by non-quality factors, with zero cost coverage for related expenses. Non-quality issues include but are not limited to:

1.Battery, dashboard and connector damage caused by prolonged rain exposure or water immersion.

2.Failures resulting from overloading, long-duration uphill riding or continuous operation on rough roads.

3.Malfunctions arising from failure to follow official user manual operation, maintenance and care instructions.

4.Unauthorized modification, structural alteration or functional upgrades made without our prior written approval.

5.Accidental damage caused by improper storage or inappropriate operating environments.

6.Failures or accidents resulting from non-compliance with local laws and regulatory requirements.

ⅳ. Logistics Terms

1.Customer-initiated returns due to personal reasons (delivery refusal, incorrect address, unreachable recipient, etc.) require the customer to pay warehouse handling fees, original outbound shipping fees and return freight. The return shipping fee will match the amount of the original delivery charge.

2.If a parcel is confirmed lost in transit or has no logistics updates for over 14 consecutive days (excluding seasonal stock shortages and cross-border transfer delays during peak sales), we will process a full refund within the agreed timeframe. For lost parcels requiring after-sales resolution, you may choose either reshipment or full refund after we complete official loss confirmation with the logistics carrier.

3.If logistics records show successful delivery but you claim non-receipt, we will immediately file a carrier claim and apply for official delivery proof. Final verification of delivery status (successful delivery, misdelivery or non-delivery) is subject to official logistics platform records. If liability is fully attributed to our team or the logistics provider, you may request reshipment or a full refund. For shared liability scenarios, we will negotiate a fair solution with both parties bearing respective responsibilities.

4.Dispatched orders involve high risks for address amendments or shipment interception. We recommend refusing delivery and arranging standard returns independently. If you still request address changes or parcel interception, we will offer limited cooperation; however, all additional fees (interception charges, address modification fees) and associated risks including parcel loss, delay and damage shall be solely your responsibility.

5.Deliveries involving remote surcharge areas, customs inspections, policy restrictions, strikes and other uncontrollable factors may result in delivery delays or parcel loss. We will provide prior notification before shipment. If you confirm proceeding with delivery after full disclosure of relevant risks, we will only assist with logistics tracking, progress updates and customs document provision, and will not be liable for compensation for delays or lost parcels. Official logistics carrier confirmation is required for all loss claims. We will transfer the full carrier compensation amount to you within 3 working days upon receipt; no supplementary compensation will be provided for under-compensated or uncovered damages. Pure timeline-based refund requests raised on the platform will be rejected. All parcel status judgments are subject to official tracking data, loss confirmation documents and logistics compensation results.

6.We will forward all logistics-related inquiries to the carrier in a timely manner. All logistics verification results are subject to the official reply from the transportation provider.

7.All after-sales returns must be shipped via our designated logistics channels.

Unauthorized self-arranged returns are at the customer’s own risk. Any resulting issues including transit loss, undelivered warehouse receipts and additional expenses will be fully borne by the customer.

8.Incorrect or incompatible replacement parts caused by inaccurate customer-provided order details or product information will require the customer to cover part costs and secondary shipping fees. Return freight for incorrect replacement parts will also be the customer’s responsibility.

9.Signature-required delivery is enabled by default for all products, especially high-value electric vehicles, to prevent fraudulent zero-cost orders. In the event of delivery disputes, we reserve the right to provide official logistics records and delivery proof for appeal, with all related liabilities borne by the customer.