Return, Refund, Cancellation and Reservation Policy
Xtron.vip is committed to providing the best customer service in the electric bike industry. Our goal is to make your shopping experience as easy as possible and ensure that you
100% satisfied with the purchase. We will do our best to meet your expectations.
Unless otherwise stated on the product page or below, unused, unloaded and resaleable items in new condition and original packaging can be returned within 30 days of the delivery date for a refund*.
●You must notify us of your intention to return within 30 days of the delivery date.
●Our return policy applies to cancellations after the item has actually been shipped or has been rejected upon delivery.
●We will refund the product price less any applicable fees and charges.
●Original shipping charges are not refundable.
●You are responsible for any return shipping costs.
●Refunds will be applied to the same payment method used for the original purchase.
The following are non-refundable
, products subject to manufacturer's warranty
●Products in original manufacturer's packaging
●Products that have been removed from the original manufacturer's packaging
It is the customer's responsibility to return the item in new, resaleable condition. Refunds will only be issued upon receipt and inspection of the returned item.
If the returned item is damaged in transit, it is the customer's responsibility to file a claim with the carrier. No refunds are possible in this case.
All return requests must be submitted in writing and sent to [email protected]
Xtron.vip works with several manufacturers. Please read the return policy applicable to the product of your choice, located under the "Returns" tab on the product page and below:
Xtron Return Policy
Return the goods
Our policy is valid for 30 days. If 30 days have passed since you received it, unfortunately we cannot provide you with a refund or exchange.
To be eligible for return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging.
Refund (if applicable)
Once your return has been received and reviewed, we will send you an email notifying you that we have received your returned item. We will also notify you to approve or deny your refund.
If you are approved, your refund will be processed and a credit limit will be automatically applied to your credit card or original payment method within a certain number of days.
Delayed or lost refunds (if applicable)
If you haven't received your refund, please check your bank account again first. Then contact your credit card company and it may take some time for your refund to be officially released.
Next contact your bank. It usually takes some processing time before a refund is issued.
If you've done all of this and still haven't received your refund, please contact us.
Sales item (if applicable)
Only regular priced items can be refunded, unfortunately specials cannot be refunded.
Exchange (if applicable)
We only replace defective or damaged items. If you need to exchange it for the same item, please email us.
If the item was marked as a gift when it was purchased and shipped directly to you, you will receive a gift credit corresponding to the return value. Upon receipt of the returned item, a gift certificate will be mailed to you.
If the item was not marked as a gift at the time of purchase, or the gift giver sent the order to themselves to give it to you later, we will issue a refund to the gift giver who will know about your return
To return your product, you should mail your product to our warehouse address.
You will be responsible for paying your own return shipping. Shipping charges are non-refundable. If you receive a refund, return shipping will be deducted from your refund.
Depending on where you live, the time it takes for your exchange to reach you may vary.
If you're shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
●All return requests must be submitted in writing and sent to [email protected] .
●If your return is approved, you will receive an email from us with return instructions.
●Pack all returned items securely in their original packaging and include any additional paperwork requested in the return approval email.
●We recommend taking photos of the package and/or item before shipping.
●Shipping packages. We will provide you with a return shipping label, or you will have to arrange the shipping yourself.
●Please provide us with the tracking number.
●Once your return has been received and checked, we will send you an email notifying you that we have received your returned item. We will also notify you to approve or deny your refund.
●If you are approved, your refund will be processed and points will be automatically applied to the original payment method within 10 working days.
If your product is damaged in transit, please contact [email protected] to arrange for replacement and pickup of the damaged product. Please see our Shipping Policy for
Email US: [email protected]
Most of our products come with at least 1 year manufacturer's warranty. Warranty information can be found on the product page under the Warranty tab. If you find any manufacturer's defect, please report
Get to know us and we'll help you get parts or replacements for free.
Email US: [email protected]
It is the customer's responsibility to return the product to the correct warehouse in new condition and in the original packaging. For
this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.
In the event that the product is received in a condition which we deem unacceptable, we reserve the right to denyyour return. Upon
receipt of the said item, we will either refuse it or contact you by email to notify you that the item was received damaged or used.
If we received the item damaged you may file a claim with your shipping company.
If we received the item used you may choose to have the item disposed of or have the item returned to you at your expense.
Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the
customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.
Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and
process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days, or in
unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional
fees will apply. .
Normally, if the product is in stock, the shipping time is 1-3 working days and the delivery time is 3-10 working days, however, due to the increase in order volume and the impact of COVID-19, it may be
It may take longer than usual to complete the order. Order processing time for some brands can be as long as 7-14 days. This is an industry-wide issue due to Covid-19 affecting our products
high demand and supply chain pressure. Thank you for your patience and understanding. Please refer to the specific brand's shipping policy for current estimates of order fulfillment times. If you have any questions,
Please email us at [email protected].
Xtron Shipping Times and Delivery Information
Our goal is to provide you with the best shipping options no matter where you live. Serving hundreds of clients around the world every day, we strive to provide you with the highest level of service
1. The page price includes shipping.
2. The order delivery time is divided into two parts: .
●Processing time: 1-7 days
European Inventory: 3-7 working days or faster via Polish warehouse
Pre-order: Scooter on board. Arrived within 2-4 weeks.
Shipping from China: 14~40 natural days or faster by sea
Please read through this guide so you can understand how the process works and what to expect once you place an order with us.
●After placing an order, you will receive an order confirmation email. This means that we have authorized your credit card to make the purchase and are preparing your order for shipping.
●- Once we receive your order, we will automatically contact our warehouse to confirm that it is in stock and ready to ship immediately.
●If your item is backordered or unavailable, we will contact you by email.
●If your item can be shipped immediately, we will process the fee and submit the shipping order.
How to deal with damage, anomalies or discrepancies in product delivery (carton packaging appears to have some damage, such as tears, holes, large dents, open carton
or missing items) :
● Damage to the carton requires a visual inspection of the contents of the unit.
●XTRON.VIP recommends an immediate inspection in the presence of the driver to confirm the damage. If the contents are damaged, please note on the carrier's document.
Damage and notify [email protected] immediately.
●Important Note: If the contents cannot be inspected immediately, the carrier's document must state: "Carton is damaged and needs to be inspected" and list the type of damage.
●Items must be inspected and actual damage reported to the carrier within 48 hours of arrival
Excessive damage to carton packaging and exposed product:
●Refused to ship
Signed carrier document: "Carton damaged and rejected"
●Notify XTRON.VIP immediately.
If you have any other questions about the ordering and shipping process, please feel free to email us at [email protected]