Cancellation and Refund

1. Order Status: Cancel Within 24 Hours (Before Dispatch)

• Requirements: Cancellation must be applied for within 24 hours of placing the order.

• Actions: We will refund the order amount, excluding any non-refundable fees associated with the payment method used.

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2. Order Status: Cancel Over 24 Hours (Order Dispatched)

• Policy: No cancellation or refund is available once the order is dispatched and over 24 hours have passed since the order was placed.

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3. Order Status (Delivered)

• Requirements for Actions:

  1. The product arrived damaged, defective, or with missing parts.
  2. Notification to us within 10 days from the receipt of the order.
  3. Submission and approval of package photos as proof.

• Actions: In such cases, we do not offer a refund. However, we will send you free accessories to replace the damaged or missing parts.
  

Returns and Refunds

• No returns without reasons.
• We don't accept exchanges.
• No returns for small scratch or dirt, except in EXTREME cases of Breakage/Malfunction, see Warranty page.
  
• We do not offer refunds in cases where the shipping company delays your orders, particularly those originating from China.
• Refunds will not be provided if you receive the wrong shipment. Instead, please wait for the shipping company to rectify the error and exchange it for your correct order. Some companies may inadvertently swap customers' shipments; in such instances, customers will not be required to incur any additional costs.
• Customer is responsible for all freight charges on refused or re-consigned shipments.

Notes

• One year warranty for all dirt e-bikes (Read the Warranty Policy details).
• The processing time for the refunds is 7-14 business days after receiving the returned items. The refund time depends on the payment method.
  
• Credit card refunds will take around 7-14 business days. The specific time depends on your credit card company and any intermediaries. 

Dead-on-Arrival (DOA) Products Policy

1. Definition of Dead-on-Arrival (DOA) Products:

A Dead-on-Arrival (DOA) product refers to an item that is received by the customer in a non-functional or severely damaged condition, rendering it unusable for its intended purpose immediately upon receipt.

2. Eligibility for DOA Return:

Customers who receive a product that is Dead-on-Arrival are eligible for a return or replacement under the following conditions:

• The product was purchased directly from our company.
• The product was reported as DOA within [2] days from the date of delivery.

3. Reporting a DOA Product:

To report a Dead-on-Arrival product, customers must follow these steps:

• Contact our customer support team within the specified DOA reporting period.
• Provide relevant order information, including order number, product details, and a clear description of the issue.
• If possible, provide photographic or video evidence showcasing the non-functionality or damage of the product.

4. Assessment and Verification:

Upon receiving a DOA report, our customer support team will initiate an assessment process to verify the reported issue. This may involve troubleshooting steps, analyzing evidence provided by the customer, or requesting additional information.

5. Resolution Options:

a. Replacement: If the DOA claim is verified, the customer will be offered a replacement product of the same model, provided the product is available in our inventory. Shipping costs for the replacement will be covered by our company.

b. Refund: If a replacement is not feasible or if the customer prefers, a refund for the purchase price of the DOA product will be issued to the original payment method.

6. Return Process: 

a. For Replacement: Once the replacement is confirmed, customers will receive instructions for returning the DOA product. The replacement will be dispatched upon receiving the return.

b. For Refund: Customers will receive instructions for returning the DOA product. The refund will be initiated upon receipt and verification of the returned item.

7. Customer Responsibilities:

a. Customers are responsible for securely packaging the DOA product for return shipment to prevent further damage.

b. All accessories, manuals, and original packaging materials must be included in the return package.

8. Exclusions:

This DOA policy does not cover products damaged due to customer misuse, negligence, accidents, or unauthorized modifications. Additionally, minor scratches or cosmetic imperfections that do not affect the functionality of the product are not covered under this policy.

Updates to the Policy Our company reserves the right to update or modify this DOA policy at any time. Customers will be informed of any changes through our official communication channels.

Fraudulent Orders

- We take fraud prevention seriously and have measures in place to reduce the risks associated with high-risk orders. In cases of fraudulent activity or chargebacks, we reserve the right to deduct payment processing fees.
- We will only contact you through the email address you provided with your order — no other contact method will be accepted under any circumstances.
- Please do not attempt to replace or reorder after a fraudulent transaction, as you may lose part of your payment due to unavoidable gateway fees.

- Once the order is placed, the shipping address can not be changed. Orders with incorrect addresses will not be delivered. This policy helps us prevent fraudulent transactions.

- Refunds are not possible once the shipment has been dispatched and loaded into the container.

- Before completing your payment, please carefully review our [Shipping Policy: https://powerfulebikes.com/policies/shipping-policy ] and [ This Refund Policy]

By placing an order on our online store, you acknowledge acceptance of all our policies and terms

If you have other questions or concerns, please contact us (info@powerfulebikes.com)