E-bike Returns
1. Returns
1.1 E-bike orders：
Free returns within 14 days of delivery date
No returns after 14 days from date of delivery
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 has less than 10 miles on the odometer. B. Must be in like new condition and free from dirt, dust, or fragrances, all functions remain normal. C. Must maintain the same packaging and condition as you received it (all cardboard and foam). D. Must include all items inside the box (charger, keys, hardware, etc.)
1.2 Accessory/replacement part orders：
No returns after 30 days of delivery
To be eligible for a return, the item must be unused and uninstalled, free from dirt, dust, or any fragrances,
Maintain the same packaging and condition that you received it
Subject to a 25% restocking fee
Customer pays the return shipping
1.3 Used items:
E-bikes and/or used and/or installed accessories/replacement parts that do not meet the conditions specified above, no return is allowed.
The return is allowed under EXTREME cases of breakage/malfunction covered by our warranty, and only after receipt of our approval for the return.
Non-returnable items, except where covered by an applicable warranty:
Batteries
Special Discount Orders （There are no returns for items on sale. All sale items are final sale, no refunds or exchanges.)
1.4 Refund time：
Before handling returns, any standard warranty issues must be resolved through product support.
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.
1.5 Regular return address：
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
1.6 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@onway-ebikes.com to inform.
2. Bike Performance
Please note that information regarding the expected range on a single charge on one of our ebikes 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.
3. 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 an e-bike that is currently out of stock. It functions the same as a normal purchase,
except your e-bike 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.
4. 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.
5. Street Legality
Under the United States' Federal Electric Bike Regulations, our bikes are considered street legal, and because of this are viewed as bicycles, not motorized vehicles. PLEASE NOTE, it is important for you to check your state, county, and local laws to ensure that you are riding legally and safely.
6. Liability Disclaimer
6.1 You are responsible for your own actions while using an electric bike. 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.
6.2 ONWAY is not responsible for any damage caused by non-compliance with the instructions, irresistible factors, accidents, vandalism, improper riding, riding in extreme weather, ride in the rain for a long time, in improper storage, incorrect assembly, and arbitrary modification; normal wear and tear, improper follow-up maintenance, and the installation of accessories.