SUNWHEELUSA returns

All products purchased from SUNWHEELUSA.com, with the exception of 'Final Price', commercial goods, accessories, and components, are subject to the terms and conditions outlined below.

Our policy is effective for thirty days. If it has been more than 30 days since your purchase, we will be unable to provide you with a refund or exchange.

To be eligible for a refund, your item must be unused and in the same condition as when you received it. It must also come in its original packing. To complete the return, we'll require a receipt or proof of purchase.

Refund (if applicable)

Once we have received and validated your return, we will send you an email confirming receipt of the returned item. We will also notify you of whether your return has been approved or rejected. If your return is approved, you will get a refund in the form of a SUNWHEELUSA shop gift card via email within 10 business days.

Par 1. Unopened and unused goods (if applicable) within 30 days from the date of delivery

·       You can return unopened goods within 30 days of receipt for a refund.

Par 1.2. If you change your mind, the customer is responsible for paying the shipping costs to return the item to SUNWHEELUSA. 

The goods must be in the original packing in which they were delivered. If the original packaging is absent, the retailer has the authority to deny the return.

• If you decline delivery, you will be charged a refund fee of 15% of the value of the Goods paid for by the customer to offset the cost of the delivery service to you.
• Customers are responsible for paying return shipping expenses when returning products to SUNWHEELUSA based on carrier rates.
• Exception: Box was severely damaged during transportation.

If the delivery date exceeds 30 days or the Goods are in a different state than when you received them, a request for return, exchange, or refund will be rejected.

Product categories marked 'Final Price' on the SUNWHEELUSA website, including commercial items, accessories, and components, are not eligible for exchange or refund.

Please read our returns and exchange policy carefully to fully comprehend our terms and conditions.

How to check the delivery date from the store

To keep you completely informed of the delivery date or arrival of your electric scooter, we provide numerous handy options to track this information:

For home deliveries:

1. Order Confirmation Email: After completing your purchase, you will receive an order confirmation email with a summary of your transaction and an expected delivery date.

Delivery Confirmation Email: When your order has been shipped, we will send you a delivery confirmation email with a tracking number. You can use this number on the carrier's website to get real-time delivery status information.

Please note: The actual delivery date may differ depending on stock availability, delivery mode, and any unexpected delays in delivery or preparation. We urge that you check the status often and contact our support team if there are any problems or concerns.

Defects and non-defects: understanding your right of return

These examples are intended to help you comprehend the distinction between returnable or exchangeable deficiencies and non-returnable or exchangeable conditions. We strive for transparency and fairness in our return and exchange process by explicitly distinguishing between a 'Defect' problem and a 'non-Defect' one. When analyzing any faults with your electric scooter, please refer to this guide to decide whether they are eligible for a return or exchange based on the product's original condition and functionality.

Description of particular examples of the normal condition of the goods:

• Which isn't defective:
  Minor cosmetic imperfections: small scratches or paint chips that do not affect the scooter’s performance.
  Transportation damage: damage to the packaging or scooter sustained during shipping (See paragraph 1 of the Exception section)
  Damage to the carton: damaged box that has fulfilled its function of protecting the scooter inside; not considered as a deficiency.
  Normal wear and tear: issues that occur with daily use of the scooter, such as tyre wear.
  Misuse or modifications: Misuse, accidents, or user-made changes can all create damage or performance concerns. This includes water damage and other scenarios when the cause of the damage is not proven.
  Expected performance variability: differences in speed, range or hill climbing ability caused by driver weight, driving style, battery health and road conditions.
  
  

3 simple steps to return or exchange

• Step 1:  Start your return or exchange request HERE.
• Step 2:  Confirm that you meet all of the requirements for your refund request. Upload all the necessary documentation and images to support your claim.
• Step 3:  Send the goods back to us after you receive the confirmation:

·       Make sure the product is wrapped in its original packing to avoid damage during shipment. This responsibility is with the buyer.

·       Once we have received and checked the products, we will send you a confirmation email with information on your return. We try to process returns within five working days.

Exclusion of liability:

Submitting a return or exchange request does not ensure approval. SUNWHEELUSA maintains the right to reject an application for any reason.

Explanation of the cost of delivery or return of goods

• Refund Policy: Any electric scooter returned or exchanged will be refunded in the form of shop credits or gift cards. The total refund amount will be modified to include any applicable return fees and other expenses associated with your return. Return fees cover shipping expenses, transaction fees, and any taxes collected when the product was first dispatched, which may differ based on your nation and area.

Example scenario:

·       Purchase details: you are purchasing a Dualtron Compact for ($2649) USD located in the United States.

·       Return process: After receiving the scooter, on day 7 you decide that it is not suitable for your needs.

·       Example of a refund calculation: If you purchased the Dualtron Togo Limited Electric Scooter ($2649) and the Tow Handle V.4 carrying handle ($59), after taxes (depending on location) the total is $2951.72. The 15% refund fee is $397.35; the Tow Handle V.4 carrying handle is $59. Non-refundable taxes and duties - $243.72. Your refund in the form of shop credits/gift card = $2951.72 - $397.35 - $59 - $243.72 = $2251.65.

Returns acceptance

Condition assessment:

Upon return, each electric scooter is thoroughly inspected to establish the applicable charges. Depending on whether the packing is open or unopened, and the condition of the items, the choice to return them may be denied.

Condition requirements:

The electric scooter must be returned in the same condition as it was received. It must not display signs of wear or exposure to severe environments, such as dirt, rust, scratches, dents, water damage, sun damage, or other signs of use.

Packaging & Protection:

Customers are responsible for properly packing the electric scooter to ensure it is returned unharmed and in working order, unless damage was detected prior to the return or exchange. Scooters returned in used condition with unreported damage or without the original packing will not be accepted for return.

Exclusion of liability:

Please keep in mind that failing to comply with these requirements may result in a lower ultimate refund or credit value. We retain the right to change the refund amount based on the condition and packaging of returned products.

Refusal of return/exchange

SUNWHEELUSA retains the right to deny your refund or exchange request if the product does not match the above requirements. The following are other instances in which we may not accept a return or exchange:

1. More than 30 days from the delivery date:

1.     Processing returns and exchanges within a 30-day window allows us to better manage our inventory. Quickly returned products can be examined, reconditioned as needed, and re-stocked for sale, which is crucial to ensuring inventory correctness and turnover.

2.     Over time, A product's condition can deteriorate over time, whether due to use or just the passage of time, resulting in a decrease in its quality and usefulness. A 30-day return and exchange period helps to guarantee that products are returned in a state that still has value.

3.     For these reasons, refund or exchange requests sent more than 30 days after delivery will not be approved.

1. Accessories, spare parts and digital products:

1.     In general, accessories, replacement parts, and digital products like gift cards or extended delivery protection are not eligible for return or exchange.

2.     If the accessory or part is not operational upon arrival, SUNWHEELUSA will give a replacement/exchange at no additional cost to the customer.

3.     Approved accessories and spare parts may incur a cost for return.

4.     Customers must ensure that accessories or spare parts are compatible with their electric scooters, especially if the parts are for models we do not offer.

1. Unacceptable reasons for return/exchange:

1.     Returns based on dissatisfaction with performance (e.g., speed, range, and hill climbing ability) that are affected by driver weight, style, battery health, and road conditions will not be accepted. Performance is initially determined based on a typical 165-pound driver.

2.     Scooters that do not satisfy personal expectations for power or performance cannot be returned or exchanged.

1. No prior approval:

1.     Goods returned without prior consent and the commencement of the return/exchange process will be rejected. SUNWHEELUSA reserves the right to refuse both the shipment and the return/exchange.

1. Misuse:

1.     Goods used for competition, leasing or commercial purposes cannot be returned or exchanged.

1. Refurbished or discounted models:

1.     Goods purchased at a reduced price, ‘Final Price’, cannot be returned or exchanged.

2.     Our warranty covers important components of repaired electric scooters.

3.     Goods purchased at a discount from the base price cannot be returned or exchanged.

1. Non-observance of local laws:

1.     We will not accept returns or exchanges for goods that violate local state/county laws. Customers are encouraged to verify local legislation before purchasing to guarantee compliance.

Exceptions

SUNWHEELUSA strives to ensure that your products arrive in its best state.  The following are the exceptions where refunds or exchanges are permitted:

1. Goods damaged during transportation

• Despite our best efforts to pack your products securely, damage may occur during transit from our warehouse to your destination.

·       Carton damage: Heavy, bulky objects frequently get scuffs on the carton during transportation. The box protects the equipment inside from damage.

• Actions to be taken in case of damage:

·       If you find this, deny the delivery and request that the courier fix your cancellation due to damage.

·       Report any hidden or discovered damage to us and the shipping company immediately.

·       Take a picture of the damage and request a confirmation or claim number from the shipping company.

·       Report transportation-related damage to the carrier and SUNWHEELUSA within seven days of receipt.

·       Open a support ticket with SUNWHEELUSA, describe the damage, and include images, videos, and the transport company's confirmation number. Please keep the original packaging.

• Products returned under warranty
• Your product purchased from the SUNWHEELUSA website is protected by a 30-day, 6-month or 1-year limited warranty depending on the kind of product, model and manufacturer.
• If the scooter is sent for warranty repair, the customer is responsible for transporting it to our service center. SUNWHEELUSA will cover the costs of work and return delivery related to warranty repair.
  
  

Explanation of returns and exchanges

Customer service obligations: We do not charge buyers for inspections, continuing maintenance, or customer service. If you choose to return or exchange your electric scooter, you will be responsible for the return shipping charges, commission, and any relevant taxes.

Our Team: We have a growing team of devoted specialists who work tirelessly to respond to every inquiry and resolve every issue. Your happiness and trust are crucial to us. We strive to guarantee that every interaction with SUNWHEELUSA favorably influences your experience.

How will I get a refund?

Refunds will be granted as shop credit or gift cards. Unless otherwise noted, there will be no fees associated with the refund procedure. The overall return amount will be amended to reflect any relevant refund fees and other expenses related to your refund.