Warranty & Return Policy
Warranty
At Smarttravel Ebike, we conduct rigorous testing on every ebike before it leaves the factory. Additionally, we perform lifetime tests on one out of every hundred ebikes to ensure they will withstand many years of use beyond the warranty period.
Along with our comprehensive testing process, we provide a 18-month warranty for all new original Smartravel Ebike. The following specifics apply:
- Smarttravel Ebike provides an 18-month warranty against defects in parts and materials from the original date of purchase. Please note that this warranty does not apply to second-hand products.
- Warranty periods begin on the date of purchase and are non-transferable
- The warranty provides a free replacement or refund within the specified period, as long as the conditions are met and the original proof of purchase is presented
- For warranty claims related to quality issues, items will be replaced with a new item of equal value when available. If a replacement is not available or preferred, Smartravel will offer a full refund.
Replacements are covered by the same 18-month warranty as the original defective item. Warranties on products that have been fully refunded will be voided
Exclusions from Warranty Coverage
- Purchases made through sources other than authorized resellers
- Alterations not performed or approved by Smartravel authorized resellers
- Products without adequate proof of purchase
- Second-hand products
- Products past their warranty period
- Damage resulting from improper use, including but not limited to incorrect storage, drops, exposure to extreme temperatures or water, and incorrect operation of devices
Cancellation
We accept order cancellation before the product is shipped or produced.We cannot cancel the order if the product is already shipped out.
We also offer order adjustment service if your order is not yet shipped out. If you want to make any changes to your order, welcome to email us at contact@www.smartravelor.com as long as it has not been shipped.
Return
For Non-Quality Issues:
We offer our customers the right to return unused products within 30 days of delivery. In the event that a customer requires a return due to subjective reasons rather than quality issues, the customer should pay for the cost of return shippment.
You may initiate a return by email the reason for your return, your order number, and your name to contact@smartravelor.com.
For Defective/Damaged/Incorrect Items:
Customer satisfaction is our priority. In the rare event, you may receive a defective, damaged, or incorrect item, please contact us at contact@smartravelor.com with order number SMTXXX and a video/photo about the problem. We will be in contact with you to address and resolve the issue as quickly as possible. (free replacement and free freight charge, or a full refund, if applicable)
Refunds (if applicable)
Once we receive and inspect your return, we’ll notify you by email of its receipt. We’ll also let you know whether your refund has been approved or rejected. If approved, your refund will be processed and automatically applied to your credit card or original method of payment within a certain number of days.
If you experience transportation problems or receive damaged goods, we are happy to bear part of the loss and refund part of the amount.
Process:
- We kindly request that buyers provide proof of purchase.
- Smartravel will keep a record of the troubleshooting process for the product.
- Please help toprovide evidence of the defect, such as photos or videos.
- It may be necessary to send the defective item back for a quality inspection.
- In the event that Smartravel requests a defective item to be returned, warranties on replacements will be voided if an incorrect item is returned or if the defective item is not returned
United States of America
