1.RETURNS
Free returns within 14 days of delivery date
No returns after 14 days from date of delivery
No returns for items on sale.
The customer must have obtained written approval from ONWAY regarding the return before sending the returned goods.
If the customer sends the returned goods without the ONWAY's written consent, no refund will be given, and the customer must return the freight to ONWAY before returning the returned goods or taking direct confiscation.
After the approved returned goods pass our inspection, you will receive a refund.
If the return within 14 days is not due to product quality problems, the buyer shall bear the freight for the return. For returns within 14 days due to product quality or damage to products in transit, ONWAY provides a prepaid return shipping label, and the customer will contact FedEx / UPS to pick up the item or send the goods to the local delivery point.
The requirements for non-quality returned products are as follows:
A. Must be in like new condition, and the tire or the grip pad is free of wear, scratches, stains, dust or fragrances; all functions remain normal.
B.Must maintain the same packaging and condition as you received it (all cardboard and foam). C. Must include all items inside the box (charger, hardware, manual, etc.)
Before handling returns, any return or warranty issues must be resolved through product support, the customers need to provide the corresponding photo or video.
After receiving the goods, the package will be inspected and refunded after the inspection is passed. The inspection process usually takes about a week. If the test fails, no refund will be given and the customer will be responsible for the return shipping cost.
After all inspections are completed, the refund will usually be processed within 3-5 working days.
If you do not receive special instructions from ONWAY, please return the product to:
ONWAYEBIKES
c/o Return - #OrderNumber
6585 Arville st,
Las Vegas, NV, 89118
After the returned goods are sent out:
A. The returned goods sent by customer due to Non-quality problems: After you send the returned product, please send an email to customers@onway-ebikes.com to inform us and provide a courier tracking number.
B. The returned goods which ONWAY provides prepaid return labels due to the quality problems or the damage during transportation: after the returned goods are picked up by the courier company, please send an email to customers@onwaybike.com to inform.
2. WARRENTY
2.1 Every ONWAY electric scooter enjoys a 6-month warranty under normal use, and the battery is also guaranteed for 6 months. The warranty period starts from the date of purchase.
2.2 Warranty parts do not include: tires, tubes, cables, pedals, brake pads and other wearing parts.
2.3 Warranty scope: We only provide warranty service to the original owner of ONWAY electric scooter. This warranty does not cover damage caused by non-compliance with the instructions, irresistible factors, accidents, vandalism, improper use, use in extreme weather, improper storage, incorrect assembly, random modification; normal wear and tear, and subsequent maintenance 2. Any damage or defects caused by the installation of accessories are not covered by the warranty. ONWAY is not responsible for any damage, failure or loss caused by unauthorized repairs or use of unauthorized parts. ONWAY is not responsible for any losses or liabilities directly or indirectly caused by our products, including but not limited to compensation for personal injury, property damage or economic loss. ONWAY is not responsible for the losses caused by natural corrosion during outdoor parking. ONWAY is not responsible for the losses caused by special use or rental.
2.4 How will we solve the problem:
2.4.1 Please provide proof of purchase of the product and the photos or videos of damaged parts.
2.4.2 If the damage of the accessories is confirmed as a manufacturer's problem, rather than the user's improper use, we will send the replacement parts and provide support and assistance for the replacement of the accessories.
2.4.3 If the scooter is damaged during transportation, please contact us as soon as possible, we will replace any accessories damaged during transportation.
2.4.4 If the customer can't repair after repeated communication with ONWAY, the customer can seek the help of a third party to repair the electric scooter. We will bear the repair cost according to the invoice or receipt provided by the user.
2.4.5 The whole vehicle will be replaced only under special circumstances. In this case, the original electric scooter must be transported to the factory designated by ONWAY for maintenance before a new electric scooter can be issued. If it can be repaired, the vehicle replacement service is generally not provided.
2.5 We will not do: ONWAY will not provide any replacement parts nor return any damaged or defective products or components before seeing photos or videos of damaged parts. We will not replace any parts damaged due to improper use by users. Unless an agreement is reached before repairs, we will not pay for any third-party services or replacement parts.
3. Performance
Please note that information regarding the expected range on a single charge on one of our scooters is an estimated value, not an exact value. There are many factors that contribute to actual range of measurement for an ebike such as the battery life, temperature, level of assist, speed, payload, and terrain. Given the right conditions, it is possible to get greater than the expected maximum range or less than the expected minimum range.
4. Pre-Orders/Backorders and Pre-Order/Backorder Cancellations
For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship. Any pre-orders and backorders that are canceled prior to shipping are only eligible for a 80% refund of the total order amount.
A backorder essentially allows you to reserve a scooter that is currently out of stock. It functions the same as a normal purchase, except your scooter will be shipped at a later date as specified on the product page. Pre-orders are typically for completely new products that are not yet released. Our backorder process is for e-bikes that have already been available, but are temporarily out of stock.
5. Refunds, Exchanges
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
Refund’s delay or omission. If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customers@onway-ebikes.com.
6. Liability Disclaimer
You are responsible for your own actions while using an electric scooter. ONWAY is not responsible/nor liable for any accidents or injuries (whether caused by you or others) that may occur during your use. We recommend contacting your insurance provider to determine if your current insurance policy would cover you in the event of an accident.
