Return & Refund Policy

At ECOROAD, we want you to shop with confidence. If you need to cancel an order, return a product, request an exchange, or seek warranty support, please review the policy below carefully.

1. Order Cancellation

1.1 Cancellation via Support (Within 24 Hours, Before Shipment)

If your order has not yet been shipped, you may request cancellation by contacting us within 24 hours of placing your order.

Email: hello@ecoroad.com

Please provide your order number, recipient's name, and order email to help us process your request promptly.

Important Notes:

• If the order is verified by our customer service team as not yet shipped, you may cancel it free of charge.
• Orders are typically processed and shipped within 24 working hours.
• If your order has already been shipped, cancellation may not be possible.
• In such cases, please refer to the return policy below.

1.2 Cancellation After Shipment

If the item has already been shipped but you still wish to cancel your order, you may choose from the following two options:

Option 1: Refuse Delivery

You may refuse the package upon delivery.

Once the item is returned to our warehouse and confirmed to be undamaged, we will refund your payment within 3 business days, minus any direct shipping-related charges.

A return-to-warehouse or carrier handling fee may be charged, depending on the actual logistics cost, up to 10% of the order value.

Logistics Delay Disclaimer:

Delays caused by third-party logistics providers are not considered seller faults and do not constitute valid grounds for unconditional order cancellations.

Option 2: Request a Return After Receiving the Product

If you have already signed for and received the item but still wish to return it, please contact us within 30 days of receipt.

A 15% restocking fee may apply depending on the reason for the return. This covers return label creation, inspection, and warehouse restocking costs.

Returned items must be:

• Unused
• In original packaging
• With all accessories included

Only under these conditions can a refund be issued.

Additional Notes:

• All refunds will be made to the original payment account within 3 business days of approval.
• If your item arrives damaged or defective, please contact us within 48 hours of delivery and provide photo or video evidence.
• This cancellation policy does not affect your statutory rights under UK consumer protection law.

2. Refunds

2.1 For Non-Defective Products

Unused goods:

Unused goods can be returned within 30 days of delivery. After a successful return, unused goods may be subject to a restocking fee of up to 15%.

Used goods:

Used products without quality issues are not eligible for return. If a returned product shows signs of use, wear, missing packaging, or reduced resale value, ECOROAD may reject the return or issue only a partial refund based on the actual condition of the product.

More than 30 days:

Returns requested after 30 days are generally not accepted for change-of-mind reasons. Shipping costs are non-refundable.

2.2 For Logistics Damage Return & Compensation

We place great importance on your experience upon receiving your product. If your scooter arrives damaged due to shipping, please contact us within 48 hours of delivery and provide the following:

• Photos or videos clearly showing the damage to both the outer packaging and the scooter
• Tracking number and order number
• A brief description of the damage

Types of Shipping Damage & Solutions:

1. Minor Damage (Does not affect usage)

Examples:

• Light paint scratches
• Small scuffs
• Minor cosmetic defects

Such items may still be considered acceptable if they do not affect safe use. However, we may offer goodwill compensation, replacement parts, or another appropriate solution.

2. Repairable Damage (Functional parts damaged but replaceable)

Examples:

• Broken mudguard
• Cracked brake cover
• Loose handlebars
• Detached power cables

We will first assess whether the issue can be resolved with replacement parts. If confirmed repairable, we will prioritize sending the needed parts.

3. Severe Damage (Scooter unusable and beyond repair)

Examples:

• Frame breakage
• Severe control system failure

If confirmed as irreparable, we will prioritize a replacement shipment or another suitable remedy.

Important Notes:

• Do not use the product before taking photo or video evidence, or we may be unable to determine whether the damage occurred during shipping.
• If you fail to report the damage within a reasonable period, we may be unable to offer compensation.
• Damage caused by human error, misuse, or accidents after delivery is not covered under our after-sales policy.

3. How Do I Return My Order?

If you need to return items purchased on the ECOROAD website, please contact our customer service team by email at hello@ecoroad.com and send us the following information before returning the item:

• The reason for return
• The valid order number
• A clear photo and/or video showing the condition of the product if you are returning for quality reasons

Our customer support will reply to your email within 24 working hours, except on weekends or holidays.

After the review is successful, we will send you return instructions and, where applicable, a return label.

After our warehouse receives and checks your returned package, the refund will normally be processed within 1 to 3 business days according to this refund policy. Warehouse inspection and processing may take up to 7 business days after receipt.

If an exchange is approved, it will normally be processed within 1 to 2 business days after inspection. Repair handling time may vary depending on the issue.

4. Exchange

Only within 30 days from the date of delivery is replacement allowed:

Unopened or unused products:

Products may be replaced without additional handling charges, subject to availability and policy review.

Used products without quality issues:

Used products without quality issues are not eligible for return or exchange.

Used products with quality problems:

If the issue is confirmed to be a quality problem, ECOROAD will provide an appropriate after-sales solution, which may include replacement parts, exchange, repair, or other support.

Return or exchange without quality issues:

You may need to pay a 15% restocking fee plus any price difference between the two products.

Exchange processing time:

Approved replacements are normally processed within 1 to 2 business days after receiving and inspecting the returned package.

5. 1-Year Limited Warranty

ECOROAD provides a 1-year limited warranty for products purchased through authorized channels. This warranty covers manufacturing defects in materials or workmanship under normal use.

The warranty does not cover:

• Natural product degradation through wear and tear
• Breakage or damage during use
• Human error, misuse, or accidents
• Unauthorized modifications or improper maintenance
• Damage caused by external factors

If you have damaged or misused the item, the product warranty may be rendered void. No refund or compensation will be available in such cases. However, you may still contact us to purchase replacement or spare parts where applicable.

For quality issues reported after 30 days, we will normally prioritize repair support, technical support, or replacement parts. After 180 days, refunds are generally not available, but after-sales support or warranty service may still be provided where appropriate.

Do not send products back without prior confirmation and instructions from ECOROAD.

6. United Kingdom Repair Warehouse

For authorized repair or return arrangements in the United Kingdom, please use the following service information only after receiving confirmation from customer service:

7. Notes

• If you chose the wrong item or provided an invalid address, ECOROAD may offer an exchange or refund, but shipping-related costs to return the item are at your expense.
• Please check that the delivery address on your order is correct before payment, as this is the address we will ship to. Address information can usually be modified free of charge before shipping, but cannot be modified after shipping.
• ECOROAD is not responsible for lost packages caused by incorrect address information provided by the customer.
• Once accessories are sold, they cannot be returned or refunded. If accessories are damaged, missing, or incorrectly supplied, we may send replacement accessories or offer a partial refund.
• We only accept returns for purchases made directly through the ECOROAD website.
• To ensure the security of customer accounts, we only support refunds to the original payment account.

Refund timing after approval is normally as follows:

• PayPal account refunds: 1 to 3 business days
• Credit card refunds: 3 to 14 business days

8. Legal Rights (UK Consumers)

Our 30-day return policy does not affect your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. UK consumers are entitled to cancel their online purchase within 14 days of receiving the goods and to receive a refund in accordance with these regulations.

If you have any specific questions about your order, please contact customer service at hello@ecoroad.com.