1. Return Application Period

Our return policy is 14 days, meaning you have 14 days from the date of receiving the product to apply for a refund. If you discover any significant defects or issues affecting the normal use of the product within this period, we will accept the return and issue a full refund. For minor defects, we will offer appropriate compensation and provide replacement parts.

2. Defective Products & Refund

If the vehicle has obvious defects, you are eligible for a full refund, and return shipping costs will be covered by the merchant. In cases of minor defects, we will offer replacement parts or other compensation. If the product is damaged during the return process, the refund may be adjusted based on the condition of the product.

3. Refund Processing

Refunds will be processed within 3-6 business days after receiving the return request. During holidays or peak shipping periods (such as Christmas or promotions like Black Friday), the processing time may be extended. Refund methods include self-shipping and pickup options, and you can choose according to your preference.

• Self-shipping: You can choose to return the product via your own shipping method.
• Pickup: We will arrange a courier to pick up the product from your location.

4. Damaged Product Handling

If the product is damaged during transit, we will provide free replacement parts and cover all repair costs. If repair or replacement does not resolve the issue, you can choose to return the product for a refund.

5. Additional Deductions

The following conditions may result in additional deductions:

• Missing Original Packaging: If the original packaging is missing, a 10% deduction will be charged to cover packaging costs.
• Non-quality Related Return: If the return is due to personal reasons (such as disliking the product, wrong color, etc.), a pickup fee of 100-150 EUR will apply (depending on the country).
• Used Products: If the product shows signs of use, such as scratches or has been ridden more than 10 kilometers, we will apply a depreciation fee ranging from 30%-70% based on the extent of wear.
• Missing Items: If any items (such as chargers, keys, hardware, etc.) are missing from the return, we will charge the cost of the missing items.
• Expedited Shipping: If you requested expedited shipping at the time of purchase, any additional shipping fees incurred will be deducted from your refund.

6. Free Shipping Policy

We offer free shipping within the EU (excluding remote areas). The specific terms for free shipping can be found in our shipping policy. If your location is eligible for free shipping, you will benefit from this service. For remote areas, additional shipping fees may apply based on the shipping policy.

7. Return Packaging Requirements

Returned items must include all original packaging and accessories (such as chargers, keys, hardware, etc.). The product must be in new, unused, and undamaged condition. Please ensure the product is returned with all original items to allow us to process your return smoothly.

8. Return Process

We offer two return methods: self-shipping and pickup. The following outlines each method:

(1) Self-shipping Return

• Before returning the item, you must first confirm your return request with our customer service team. Unconfirmed returns will not be accepted.
• After confirmation, we will provide the return address. You are required to send the item within 1-3 business days and provide proof of shipment, which may include tracking number, photos of the package, etc.
• Once we receive and inspect the return and confirm no issues, we will process the refund within 1-3 business days, and the amount will be refunded to your original payment method. The processing time depends on your bank.

(2) Pickup Return

• After confirming your return, you will receive the return label from our customer service within 1-3 business days.
• You must print the return label and affix it to the package. A courier will pick up the package from your location within 1-3 business days.
• Once we receive and confirm the product is undamaged, we will process the refund within 1-3 business days, and the amount will be refunded to your original payment method. The processing time depends on your bank.

9. Non-returnable Items

The following items are not eligible for return:

• Products purchased from unauthorized dealers.
• Items damaged by user error (e.g., misuse, impact damage).
• Products modified by the customer (e.g., self-assembled or modified items).
• Gifts or free promotional items.
• Online-purchased accessories (e.g., mudguards, gift boxes, racks, helmets, controllers, phone holders, air compressors, waterproof covers, locks, rearview mirrors, etc.).
• Additional purchased accessories (if you purchased accessories directly from ONESPORT, please ensure they meet your needs before purchase).

10. Contact Us

If you have any questions regarding returns or refunds, please feel free to contact us at Anna@onesportglobal.com.