RETURN AND REFUND POLICY
I. General Return & Exchange Policy We have a 30-day return policy for standard items, which means you have 30 days after receiving your item to request a return. To be eligible for a general return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Special Policy for High-Performance E-Scooters: Products shipped from our overseas warehouses (such as our heavy-duty e-scooters) are not eligible for returns or exchanges without a valid reason.
Once the product has been signed for, returns or exchanges will not be accepted except for performance issues that affect normal use.
Cosmetic damages such as paint scratches or minor part breakages due to shipping are not eligible for return or exchange (we will provide replacement parts).
Dual-motor scooters and high-performance models are not eligible for no-reason returns.
If the product has performance issues that cannot be resolved by replacing parts, you may request a return or exchange within 30 days from the date of receipt (as per the tracking records). Hexalforce will cover the return shipping cost, but the customer must drop off the package at a designated shipping station or ship it back to our designated warehouse. No returns are accepted after 30 days of receipt.
To start a return, you can contact us at hexalforce@outlook.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
II. Conditions for Return & Exchange To be eligible for a return or exchange, the following conditions must be met:
The product and its original packaging must be intact, undamaged, and in resellable condition.
A valid reason for return must be provided. If there is a quality issue, proof (such as clear photos or videos) is strictly required.
The product must include all original accessories, packaging materials, manuals, toolkits, labels, chargers, and any other included items, maintaining its original condition.
III. Exceptions / Situations Where Returns Are Not Accepted
Products not purchased through official Hexalforce channels.
Products explicitly marked as non-returnable in special instructions or product descriptions (e.g., sale items or gift cards).
Used products, except when they have performance issues that prevent normal use.
Products that develop quality issues due to improper use, unauthorized modification, or improper storage.
Products with incomplete or damaged packaging (including missing packaging materials, accessories, manuals, warranty cards, labels, etc.).
Products returned without prior approval from the Hexalforce team.
Products not shipped back to our designated return service center.
Returns without valid proof (photos/videos) of issues.
IV. Return & Exchange Guidelines All returns and exchanges must follow our return process and be approved by our support team before proceeding. Please inspect your order upon reception and contact us immediately if there are any issues.
Incorrect Item Shipped: Customers must request a return/exchange within 30 days. The correct item will be shipped at no additional cost.
Missing Items: Report missing items within 30 days. Provide the order number, number of items received, and the package’s net weight. Once confirmed, we will resend the missing item or issue a refund.
Shipping Damage: If the outer packaging is damaged upon delivery, contact us immediately for evaluation. If the internal product is damaged, photo evidence is required. Refusing the package upon delivery without prior approval will result in the customer bearing the return shipping costs.
Customer Remorse & Refusals: If a return is due to customer refusal or non-quality reasons (where exceptionally approved), the buyer must cover round-trip shipping costs. A restocking and reshipping fee of $200 or $400 will be charged depending on the scooter model.
V. European Union 30-Day Cooling Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
VI. Refunds Method We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at hexalforce@outlook.com.