REFUND & REPLACEMENT POLICY
1. ORDER CANCELLATION
For all orders( including pre-orders), 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.
BEFORE SHIPMENT: Please refer to our shipping policy for order cancellation.
AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. HMicreate will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.
Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by HM‘s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. HMicreate will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
The customer needs to email HMicreate’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, HMicreate will email the customer a cancellation notification email. The customer shall not send a return package to HMicreate without receiving notification. HMicreate will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.
2. ORDER MODIFICATION
Please refer to our shipping policy to modify an order before the customer has received it.
We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.
3. MODEL REPLACEMENT & RETURN
Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.
For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.
*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
A) Minor damage to the outer packaging.
B) Minor scratches or paint loss on the product.
C) Damage to parts or wearing parts after excessive use.
D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
For non-quality issues, customer may ask for product replacement or return within 15 days after received it. A 10% processing fee will be applied but we can prevent it for the customer if a replacement order is received. HMicreate will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.
To be eligible for a replacement or return, the scooter must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.
Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by HMicreate’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. HMicreate will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Refund
The credit for your returned item(s) will be refunded back to your account in the same form of payment used to purchase the item(s), the credit should appear on your next statement. Once the return process is completed, you will receive an email with a confirmation. All returns/exchanges must be returned within 30 days from the day you have received your order. Restocking fee may apply if the product returned is not in salable condition and in original packaging