Refund policy

Our Commitment

We stand behind the quality of our products. This policy outlines the terms and conditions for returns, exchanges, and refunds for our B2B dealer network.

Return Eligibility

Eligible for Return

Quality Issues:

  • Manufacturing defects
  • Damaged products upon arrival
  • Incorrect items shipped

Timeframes:

  • Quality issues: 7 days from delivery date
  • Defective products: 7 days from delivery date (with proof of defect)
  • Wrong items shipped: 7 days from delivery date

Non-Returnable Items

  • Products damaged due to improper use or storage
  • Items with removed or damaged serial numbers
  • Products modified or repaired by unauthorized parties
  • Custom/OEM orders (unless manufacturing defect)
  • Clearance or final sale items
  • Products beyond the return window

Return Process by Shipping Method

Overseas Warehouse Orders

Return Location:
Contact your sales representative to confirm the return address. Your sales representative will provide the designated return location.

Process:

  1. Contact our customer service within the eligible return period
  2. Provide order number, photos/videos of the issue, and detailed description
  3. Await return authorization (RA) number
  4. Ship products back to designated warehouse with RA number clearly marked
  5. Refund or exchange processed within 5-7 business days after inspection

Return Shipping Costs:

  • Quality/defect issues: We cover return shipping
  • Buyer's remorse or order error: Buyer responsible for return shipping
  • Wrong item shipped: We cover all shipping costs

Warehouse Self-Pickup Orders

Return Location:
Contact your sales representative to confirm the return address. Your sales representative will provide the designated return location.

Process:

  1. Contact customer service to report issue
  2. Return products to warehouse during business hours
  3. Immediate exchange or refund processed within 3-5 business days

Container Orders (FCL)

Inspection Required:
We strongly recommend thorough inspection upon delivery before accepting the shipment.

Claims Process:

  1. Damage in transit: File claim within 7 days of delivery with photos/videos
  2. Quality issues: Report within 14 days with detailed documentation
  3. Missing items: Report within 3 days of delivery with delivery documents

Resolution:

  • Replacement parts shipped from nearest warehouse
  • Credit issued for future orders
  • Partial refund for damaged units (case-by-case basis)
  • Full container returns require prior approval and may incur restocking fees

Note: Container returns are complex and costly. We work with you to find the best resolution (replacement, credit, or partial refund).

Refund Methods

Payment Refund Options

Original Payment Method:
Refunds issued to the original payment method used for purchase.

Store Credit:
Option to receive store credit for faster processing and future orders (5% bonus credit available).

Refund Timeframes

  • Inspection: 2-7 business days after receiving returned products
  • Refund processing: 5-7 business days after approval
  • Bank processing: 5-10 business days (varies by bank)
  • Store credit: Immediate upon approval

Refund Amount

Full Refund:

  • Product cost refunded in full for quality/defect issues
  • Original shipping costs refunded if we shipped wrong item

Partial Refund:

  • Restocking fee (15-25%) may apply for non-defective returns
  • Shipping costs not refunded for buyer's remorse

No Refund:

  • Products returned without RA number
  • Items damaged after delivery (non-manufacturing defect)
  • Products beyond return window

Exchanges

Exchange Policy

We offer exchanges for:

  • Defective products (same model or equivalent)
  • Wrong items shipped (correct item sent)
  • Different model/specification (subject to price difference)

Exchange Process

  1. Follow return process to obtain RA number
  2. Specify desired exchange item
  3. Return original product
  4. Replacement shipped upon inspection approval
  5. Price difference charged/refunded if applicable

Exchange Shipping

  • Our error: We cover all shipping costs
  • Customer request: Customer pays shipping for new item

Warranty Coverage

Standard Warranty

Coverage Period:

  • Electric Motorcycles: 12 months
  • Electric Bikes: 6-12 months (varies by model)
  • Electric scooters: 12 months
  • Electric Tricycles: 12 months
  • Batteries: 6 months
  • Accessories: 6-24 months

Warranty Covers:

  • Manufacturing defects
  • Component failures under normal use
  • Workmanship issues

Warranty Does Not Cover:

  • Normal wear and tear
  • Damage from accidents or misuse
  • Unauthorized modifications
  • Commercial rental use (unless specified)

Warranty Claims

  1. Contact customer service with proof of purchase
  2. Provide photos/videos and detailed description
  3. Troubleshooting assistance provided
  4. Replacement parts shipped if covered
  5. Return required for major component failures

Warranty Service:

  • Replacement parts shipped from nearest warehouse
  • Labor costs not covered (dealer installation)
  • Shipping costs covered for valid warranty claims

Special Conditions

Dropshipping Orders

End-Customer Returns:

  • Your customers return products according to your store's policy
  • You return to our warehouse following our B2B return policy
  • RA number required for all dropship returns
  • Inspection conducted before refund issued

Recommendation:
Align your customer return policy with our B2B terms to avoid conflicts.

Sample Orders

  • Quality issues: Full refund or replacement
  • Buyer's remorse: No returns (samples are evaluation purposes)
  • Defective samples: Replacement shipped immediately

Bulk/Recurring Orders

  • Partial returns accepted: For quality issues on specific units
  • Restocking fee waived: For established partners (case-by-case)
  • Priority processing: Faster resolution for regular customers

Custom/OEM Orders

  • No returns: Unless manufacturing defect
  • Pre-production samples: Must be approved before bulk production
  • Quality disputes: Resolved through inspection and negotiation
  • Defect rate threshold: Replacement for defects exceeding agreed percentage

How to Initiate a Return

Step 1: Contact Us

Within Eligible Return Period:

  • Email: wholesale@ienyridb2b.com
  • Business Hours: Monday to Friday 10:00 -18:00 GMT+8

Information to Provide:

  • Order number
  • Product details (model, SKU, quantity)
  • Reason for return
  • Photos/videos of issue (if applicable)
  • Preferred resolution (refund, exchange, credit)

Step 2: Receive RA Number

Our team will review your request and issue a Return Authorization (RA) number within 1-2 business days.

RA Number Includes:

  • Return warehouse address
  • Return shipping instructions
  • Packaging requirements
  • Expected resolution timeline

Step 3: Ship Return

  • Pack products securely in original packaging (if possible)
  • Include all accessories, manuals, and packaging materials
  • Clearly mark RA number on outside of box
  • Ship to designated warehouse address
  • Retain tracking information

Step 4: Inspection & Resolution

  • Products inspected within 2-3 business days of receipt
  • Email notification of inspection results
  • Refund/exchange processed upon approval
  • Rejected returns shipped back at buyer's expense

Damaged or Defective Upon Arrival

Immediate Action Required

Report Within:

  • Visible damage: Immediately upon delivery (before signing)
  • Concealed damage: Within 3 days of delivery
  • Defective products: Within 14 days of delivery

Documentation Needed:

  • Photos of damaged packaging
  • Photos/videos of damaged products
  • Delivery receipt/signature
  • Detailed description of issue

Resolution Options

  1. Replacement shipped immediately (for in-stock items)
  2. Partial refund (if you keep damaged units)
  3. Full refund (upon return of products)
  4. Repair parts sent (for minor damage)

Priority Processing:
Damage claims receive expedited handling to minimize business disruption.

Restocking Fees

When Applied

Restocking fees (15-25%) may apply for:

  • Returns due to buyer's ordering error
  • Change of mind returns
  • Non-defective product returns
  • Returns without proper authorization

Waived For

  • Manufacturing defects or quality issues
  • Wrong items shipped by us
  • Damaged products in transit
  • Established dealer partners (discretionary)

International Returns

Cross-Border Returns

Challenges:

  • Higher return shipping costs
  • Customs and import duties
  • Longer processing times

Recommended Solutions:

  • Return to nearest regional warehouse
  • Partial refund to avoid return shipping
  • Store credit for future orders
  • Replacement parts shipped instead of full return

Customs Duties:

  • Not refunded on returned products
  • Buyer responsible for return customs clearance

Contact for Returns

Returns Department:
Email: wholesale@ienyridb2b.com
Business Hours: Monday to Friday 10:00 -18:00 GMT+8

Account Managers:
Established dealers can contact their dedicated account manager for expedited return processing.