RETURN & REFUND

 

Order Shipping & Return Policy 

If you’re not satisfied with any part of your purchase or gifting experience for any reason at all, please read the following carefully to understand our return policy.  We hope you will be pleased with your purchase.

 Cancellation Policy

We process orders very quickly to ensure the fastest delivery possible. We cannot make any change after 2 hours, so please double confirm your address, phone number, order detail, and other information ASAP once the order is placed.

Once your order has gone into a processing queue with our distribution center, we cannot make any changes to the order. If you discover a mistake with your purchase, please contact our customer service team immediately.  

Shipping Policy

All of our orders are shipped via Fedex or UPS. You will receive an email update with your tracking number once your order has shipped! All orders are processed within 2 hours. Orders are not shipped or delivered on weekends or holidays. A refused delivery or canceled by the buyer will be subjected to a fixed rate fee at $100 per ebike to lower our shipping costs.

Return Policy

Return of Items Within 15 Days of Receipt.

All buyers must return our original items within 15 Calendar Days of Receipt. The bike must not be damaged or defective, Contact HOVSCO within fifteen (15) calendar days of the receipt of your bike. In order to get the full refund with no restocking fee; for a full refund on merchandise, The bike must not contain any of the following (no damage, free of any wear and tear, dirt, dust, missing parts, or odors). The bike also must have less than ten (10) miles on the odometer. The bike must be returned in the same packaging and condition that you receive it and must include all items that were inside the box (Battery, Charger, Keys, Tools, etc.). You must receive authorization from HOVSCO and you will receive a prepaid return shipping label from HOVSCO. Any warranty issue must be resolved prior to process a return. The refund will be issued within 5 to 10 Business Days to the original payment method after our RMA department received and inspected the bike. 

Note: To start a return, you can contact us at support-us@hovsco.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Hovsco is not responsible for the shipping cost of the package returned by the customers themselves and it may incur up to a 20% stocking fee /handle fee.

Return Unused Items After 15 Days

Returns are not allowed after fifteen (15)days of the delivery date.

Return Procedures, COD and Timing.  Don't hesitate to contact the customer service team at https://www.hovsco.com/pages/contact. Once we have received and processed your return, we will respond to the email address on file and update you on the status of the return. Return material authorization (RMA) number is needed for the buyer to return the purchase. We do not accept cash on delivery (COD) payment for any purchase. In general, you may see your refund credit back to your original payment method within 5 days of processing (or on your following paper statement) 

Return Shipping Cost:

All non-quality return costs are non-refundable. You will be responsible for paying your own shipping costs for returning your item. If you are returning an Ebike please consider using a trackable shipping service or purchasing shipping insurance.  We don’t guarantee that we will receive your returned item. 

 Non-returnable items include，but are not limited to:

  1. Product from Unauthorized Reseller

( Please note that each of our distributors, partner bike shops or dealers has its own return and exchange policies and procedures. We do not accept returns of items. )

  1. The damage is caused by human
  2. Special order
  3. Gift cards
  4. Giveaways or free items

    Shipping and Handling fee for non-quality issue return:

    E-bikes & e-scooters

    $100/pc for a return

    Front and Rear Basket, Front Rack, and other accessories listed on our website.

    $10/pc for a return

    E-bike Batteries

    $50/pc for a return

     

    Exchange for new model(Only for Non-quality Products)

    This term is only for the unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer.

    Within 15 days-Same model but different color

    		  

    $100/pc for the return

    Within 15 days-Different model

    $100/pc for the return and must pay the corresponding price difference

    Over 15 days

    Not allow for an exchange

    But if you can send back the original model to our warehouse by yourself and pick up the new model in our warehouse by yourself, we’ll not charge above fees.

    REFUND

     

     

     

     

    Hovsco Refund Terms

    Quality issues 

    Accept full refund & partial refund

    Receive wrong goods

    FREE to exchange or full refund

    Damaged or missing accessories

    Free to send accessories or accept a partial refund

    The customer cancels the order before the package is shipped

    5% of the total amount will be deducted as a processing fee

    The customer cancels the order after the package is shipped

    Customers need to pay $100 shipping charge per bike(Deduct $100/item when making refund)

    About refund difference price

    1. Partial refund of the difference price within 3 days

    2. Not acceptable(can send free gift) over 7 days

    Note: Hovsco has the right to organize any event promotion

     

    Customers refuse to accept the package

    $100 shipping charge per item or the customer needs to pay an extra $100 for resend.

    Quality Issues Refund

    1. Within 15 days: Free return or exchange for defective products. Hovsco will send a pre-paid return shipping label to customers(you). Shipping fee is covered/paid by hovsco already.

    2. Over 15 days: Return is not acceptable; Accept exchange new product or partial refund

    Must take a photo of the item in its original packaging to share with our Product Support team.

     

    Non-quality Issues Refund

    Only refund within 15 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) miles on the odometer,  be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. We will deduct the shipping fee of $100/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes .

     

    Quality Issues Reimbursement

    If you believe your item is defective and was purchased within the last 2 years from us, please contact us at support-us@hovsco.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Hovsco support team could provide you with technical solutions.

    If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.

    Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii)the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Hovsco reserves the right to determine between defective products and normal wear and tear.

    If you have any confusion, feel free to contact us at support-us@hovsco.com

    Company Name: HOVSCO INC

    Headquarters: 1081 Grand Ave, Diamond Bar, CA 91765

    Call: Or +1 (909) 990-8695 (9:00am - 5:30pm PDT)

            Or +1 (909) 331-1278 (9:00am - 5:30pm PDT)

    Our customer service team is available to assist you during business hours on weekdays (Monday to Friday).