Qilor Policies
Return & Refund Policy
➤REPLACEMENT & RETURN
Please note: Keep the original shipping box in a good shape in case you'd like to issue a return afterwards.
If you're not 100% satisfied with your product purchase, we'd love to help.
You have 30 days from the day you receive your product to request a refund (as long as your product is in an as new condition). All you need to do is contact Returns@ebikehaul.com and let us know that you want to initiate a refund request. You'll need to include proof of your purchase and the same card that you used when you originally purchased the product.
One of our friendly colleagues will then be happy to process the refund for you. Terms and conditions apply.
Terms and conditions
In addition to your consumer rights and subject to the remainder of this section, if you change your mind and decide you no longer want your Qiolor, you have the right to return the Qiolor within 30 days of purchase, even if the product has been used.
Please note that you will be required to pay the shipping cost & transaction fees 2% if there are no quality issues.
If the product needs to be returned or exchanged due to serious product quality issues, the shipping fee shall be borne by us.
Your product must be clean and in good condition in order to be eligible for a refund. Products that are dirty, scratched, or otherwise damaged (with the exception of minor superficial dirt) will NOT be accepted for return. Furthermore, the mileage displayed on the product must be less than 10 miles.
You must also return the charger, battery key, manuals, and any other components, as well as your online order confirmation. Qiolor reserves the right to refuse the return or exchange request if you do not have a receipt or order confirmation.
Used products can only be returned via shipment. If your request is approved by Qiolor, you will receive a written confirmation and a shipping label. Please ensure that you have both of these before shipping them.
For returns approved by Qiolor, you will receive ebikehaul’s written confirmation and shipping label. Please make sure you have both of these before you ship to us.
TO RETURN AN ITEM BY SHIPMENT
- You need a written confirmation or approval of your return request from us.
- You must use the original packaging when sending your items back and ensure they are securely packaged. We cannot be held responsible for any damage during shipping.
- Attach the return address label included with your delivery.
- Make sure you ship the product in time for us to receive it within 30 days of receiving your order.
- NOTE that returns are at your own expense.
- We recommend using a trackable service and getting proof of shipping.
- Please email us with your tracking number.
- Please keep your proof of postage until we’ve confirmed your refund has been processed.
Once we have received the product, our after-sales service will check if the product has been used in the proper way. After inspection, if there is no issue, you will get a refund within 2-3 business days. We will refund you.
➤Refunds and Returns
Order Cancellations&Chance:
- Before shipping
- Order Cancellation / Change of Address / Replacements and exchanges: NO charge
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After shipping
- Order Cancellation: If your order is shipped and cannot be modified, you may reject the package and 10% of the product cost will be charged as a cancellation fee+transaction fees 2%.
- The customer is also responsible for the return shipping cost of $180. We will provide a return shipping label, and the designated carrier will collect the return package.
- Please Note: We do not accept returns for accessories that are not quality problems.
Change of Address: If you successfully change your address, $30 will be charged as a processing fee. If you fail to change your address, you may refuse the package and 10% of the product cost will be charged as a reshipping fee+transaction fees 2% And the customer is also responsible for the return shipping cost of $180. Total fee are 10% of product cost+2% transaction fees+$180.
Replacements and exchanges:
A)If you successfully exchange the item, $30 will be charged as a processing fee.
B) If you fail to change, you may reject the package and 10%+2% transaction fees of the product cost will be charged as a reshipping fee.
C) If you fail to reject the item and still want to cancel the order, 110%+2% transaction fees of the product cost will be charged as the processing fees and the costomer is also responsible for the return shipping cost of $180. Total fee are 10% of product cost+2% transaction fees+$180.
Shipping
➤ABOUT FREE SHIPPING:
Thanks for shopping with qiolor.com. International shipping might experience delay due to natural disasters or bad weather. to keep track of your order, contact support@qiolor.com so we can provide you the order’s tracking number.
Free Shipping to the USA, but there are some locations NOT included: Guam / Hawaii / Puerto Rico /Alaska/United States Virgin Islands, US Protectorates, APO/FPO. Kindly notice that all of our products are tax-inclusive, you will not be charged with extra tax when purchasing at our online store in the United States.
➤DELIVERY DETAILS:
- Our warehouse address: 4250 Shirley Ave. El Monte, CA 91731
SHIPPING TIME
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US |
1-3 working days |
1-7 working days |
Free |
USPS / FedEX / DHL |
Total Delivery Time = Processing Time + Shipping Time(depending on your location) = 2-10 working days
- In-stock orders typically ship within 1-3 business days, unless otherwise noted on the product page. Please allow total 2~10 business days for your shipment to arrive at your address. This depends on the actual shipping time of FedEx, and the arrival time of each state is different.
- For pre-orders, please refer to the shipping date on the product page. A shipping confirmation email will be sent to your email once the order has shipped.
- Business days: Monday~Friday(excluded holidays and weekends), (GMT-5) in The Eastern Time Zone of the USA. If not working days might be about 2 days later than normal time.
➤OTHER DETAILS:
- Please provide a detailed and correct delivery address and phone number so that we can successfully deliver your order. If the package is lost or returned to the sender due to an incorrect/insufficient delivery address, the customer will bear full responsibility and shipping costs.
- Please check the packaging of the item when it arrives. If you find any damage, please indicate it when signing for it and take a photo and send it to us.
- We will make our effort to ensure that you receive your order in time, but we are not responsible for shipping delays, shipping destinations, weather, holidays or incorrect/inadequate shipping information that may affect shipping delay.
➤Order Cancellations&Chance:
- Before shipping
Order Cancellation / Change of Address / Replacements and exchanges: No charge for changing order information
- After shipping
Order Cancellation / Change of Address: Cannot be modified.
You may refuse the package and $180+2% transaction fees of the shipping cost will be charged. We will provide a return shipping label, and the designated carrier will collect the return package.
Please Note: We do not accept returns for accessories that are not quality problems.
➤ORDER TRACKING:
You can track your order and shipping & handling information on the confirmation emails from our website (the tracking number will be active within 24 hours. If you haven't received it, you can also contact us or email info@ebikehaul.com. We will get back to you in 24 hours.
➤NOTES:
- Shipping times can be affected by variable customs clearance times or public holidays. If you have not received your package based on the above estimates, please kindly contact us for help.
- Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. Unfortunately, this is outside our control. Normal service resumes immediately after each holiday.
- It can take a few days to follow order shipment before the tracking number becomes active on the courier's system. If the information has not appeared on the courier's website, please try again later.
- All estimated/typical delivery times are derived from past data collected from past orders. They are approximate times for reference only.
- Please note, we are not responsible for any lost, stolen, or damaged items due to the actions or inactions of FedEx or any other parcel service.
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return. For more information regarding our limited warranty and claims process, please review our Limited Warranty Terms, which are incorporated into by reference and form a part of these Terms.
➤About Tax:
In seldom cases, orders may be charged the customs fees by your government, not our site, you will be responsible for the charges. We apologize for any inconvenience, but we have no control over the customs authorities in your country or any other. Contact your local customs office for more information about customs fees, duties, and taxes.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at info@ebikehaul.com.
Returns of New and Unused Items Outside the 30-Day Window
If you wish to make a return outside of the 30-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a 20% restocking fee +2% transaction fees of the purchase price.
QIOLOR E-Bikes Warranty Policy and Replacement Procedures
Before your first ride, please read the manual(s) provided with each Product. They contain important safety information and information about assembly, use, and maintenance.
As explained in more detail below, QIOLOR warrants the Products for a limited time from the date of original retail purchase against defects in materials and workmanship when used normally in accordance with QIOLOR’s published guidelines. The guidelines include, but are not limited to, information contained in technical specifications, user manuals and service communications. “Original retail purchase” means the Product was purchased new for the first time from QIOLOR online store. Limited warranty details are below.
➤30-Days Money Back
- This means you have 30 days after receiving your item to request a return. Return your Undamaged / Unused QIOLOR product and receive a refund. For more details, please check out our Return Policy.
➤2-Years Warranty
Frame Warranty
- QIOLOR warrants the structural integrity of the frame to the original retail purchaser for a period of 2 years from the date of original retail purchase. Paint and graphics are not included in this definition. Suspension forks and suspension parts are not included in the definition of frame.
- This warranty includes a replacement frame only. Labor charges to changeover parts to replacement frame are not included. Changeover labor must be performed by an authorized QIOLOR.
- QIOLOR reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at the discretion of QIOLOR.
✘ Frame issues that are excluded from this warranty include but are not limited to:
- Corrosion
- Paint fade, scratches, impact marks
- Impact damage
- Non-reversible modification (drilling/welding)
- Chain guard mount to the frame if applicable
Batteries Warranty
- QIOLOR batteries are covered by a 1 year prorated warranty.
- During 1 year of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery remains unchanged based on original purchase date.
- No cash reimbursement will be made.
- Batteries can be assessed and found defective only by directly by QIOLOR.
✘ This Limited Warranty does not cover:
- Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
- Scratches, dents and cosmetic damage, unless caused by QIOLOR;
- Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible;
- Ordinary wear and tear;
- Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by QIOLOR with the Products;
- Defects or damage caused by assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owner's Manual;
- Defects or damage resulting from external causes such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source;
- Products used or purchased outside the United States;
- In addition, with respect to the Battery, this Limited Warranty does not cover defects or damage;
- Caused by charging by a battery charger not intended or appropriate for use with the Battery, or the improper use of a battery charger;
- Where any of the seals on the Battery are broken or show evidence of tampering;
- Where the Battery has been used in equipment other than the Bike for which it is specified;
- The corresponding issues on battery and e-bike will not be covered by the warranty after using a battery that is not specific to your e-bike model. We do not recommend you to use a battery of other brands on QIOLOR e-bike, although the output voltage of the other's battery may also be 48V, the battery protection system may not be the same, there may be incompatible situations leading to damage to our motors and displays.
Parts & Components
Original QIOLOR parts & components are covered by a limited warranty. (When all the spare parts for warranty are sent to the customer, the customer needs to bear the freight and installation cost.)
- Brake Pads (In 3 months)
- Rotors (In 1-year)
- Handle Bar Tube (In 1-year)
- Throttle (In 1-year)
- Caliper (In 1-year)
- Display (In 6 months)
- Charger (In 6 months)
Non-original accessories such as free accessories are not in our warranty.
✘ This Limited Warranty does not cover:
- Ordinary wear and tear, not the result of defects in workmanship or materials. Wear and tear can be assessed by QIOLOR. Parts not typically covered include, but are not limited to:
1.1 Brake Pads (after 3 months)
1.2 Rotors (after 1-year)
1.3 Spokes
1.4 Tires/Tubes
1.5 Chains
1.6 Chain Rings
1.7 Cassettes
1.8 Crank set
1.9 Parts compromised due to corrosion due to the elements (moisture, heat, etc.).
1.10 Damage or deterioration of the surface finish, appearance, or aesthetics of the product.
1.11 Frame, forks, handlebar, seat post, saddle, brakes, lights, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors, and hardware, warranty within one week after receiving the goods. Parts damaged during use after seven days need to be charged. - Labor charges for part replacement or changeover.
- Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.
- Scratches, dents and cosmetic damage not caused by QIOLOR.
- Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible.
- Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by QIOLOR with the Products.
- Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owner's Manual.
- Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source.
- Products used for more than 2-year or purchased on other platforms. We only handle those orders on our website, qiolor.com.
Replacement Procedure
We will replace any and all component that is deemed to be defective or damaged (including damage incurred during shipment) without user error.
CLAIMS PROCESS?
1. Warranty Claims
All claims to this warranty must be made through Qiolor and submitted to ContactUs@ebikehaul.com . Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact us via ContactUs@ebikehaul.com , as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 1 years of initial purchase will be processed through Qiolor.
A deposit is required to replace the LCD display, motor, controller, and/or battery, which will be refunded in full upon received by Us of the parts that need to be replaced.
We will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.
Attention: We will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by us without the after-sales team’s authorization.
2. Shipping Damage Claims
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact ContactUs@ebikehaul.com and provide us with photo or video proof.
No free accessories are eligible for replacement or compensation if they are scratched during transportation.
NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.
What if my bike was stolen?
We are sorry that the stolen bike is not covered by the warranty. We recommend investing in a quality lock to protect your bike when you're not riding.
E-Bike Registration
To ensure that your purchase records are not lost, whether you buy online or offline, we encourage you to register your e-bike on our official website. By doing so, we will have a record of your purchase, making it easier for us to assist you with warranty claims or repairs.