TROXUS provides 24 months Warranty and after-sales service to its products. This is a relatively long after-sales service time for the electric transportation industry and we do it because we have the utmost confidence in the quality of our products.

Terms and Limitations to the 24-month warranty and after-sales service policy:

• The 24-month service time starts from the time customer makes the order.
• Tires and brake pads are wearable parts and are not included in the after-sales package.
• If the issue is caused by an impact or wear caused by improper riding, it is not covered by the warranty, but we can help you with repairs. The parts needed and the related accessories are not covered by the warranty
  

If your scooters or bikes have any quality problems, please feel free to contact the team at WeCare@ebikehaul.com and send relevant photos and videos. After receiving the information, our team will diagnose the situation.

• If natural damage occurs to the ebike, we will provide you with an after-sales plan as soon as possible. The fastest way is to mail repair parts and provide related repair videos so that you can quickly replace parts at home. Our ebikes are modular in design, and the replacement of parts is very simple. We will provide repair videos for your reference.
• If it is not convenient for you to replace the parts by yourself, we will provide you with a repair plan and have your scooter sent to us for repair.  

Maintaining your Scooters and ebikesTo maintain the quality of the product, please refer to the following suggestions:

• It is best to use the scooter or ebike at least once a month to avoid damaging the battery.
• Check the screws regularly and make sure they are tight.
• Do not place the scooter close to a fire, areas with excessive humidity, etc.
• Please follow the instructions when using the products.

Refund Policy

All order cancellations should be done as soon as possible by emailing the Troxus Mobility Service department at WeCare@ebikehaul.com

Terms and Fees

• Any order canceled before shipping is free.
• If your order has already been shipped, you will be charged a 15% processing fee and you only get an 85% refund of the total order price.
• We offer a 100% money-back guarantee against any manufacturing defects that make the product or parts beyond repairable or replaceable on arrival and out of the box.
• Partial Refund for Scooters and Bikes in case of returning an open-box product if a customer has a change of heart (i.e. Buyer's Remorse) in the 15-day return period. The 2-way shipping cost is non-refundable, and 20% restocking fees will be charged. We have to charge the restocking fees because we won't be able to sell the unit as new, and we would need to examine the Scooter and/or Bike upon receiving it (full Quality Inspection).
• Store credits are provided in case of returning unopened parts and accessories within 15 days. Customers pay for the shipping of the return. Used parts (regardless of operational or troubleshooting purposes) are not returnable.

Limitations

• For any return of products purchased on the website, the customer needs to contact Troxus mobility WeCare@ebikehaul.com first and obtain the Return Material Authorization (RMA) before shipping back the items.
• A return request would not be granted and regular RMA policies apply if (i) there is any notable user-induced damage beyond unusual wears-and-tears on the scooter and bike within the 15-day return period (for example, bent front suspension due to an accident, a flat tire, a broken taillight and so on), (ii) the unit has been used excessively and collected excessive amount of dirt/mud, or (iii) any customization/modification has been made on the scooter and bike.

Please understand we are a startup company trying to promote energy efficiency and green alternative. We believe during your buying research, you would know our product is not only the best last-mile transportation but also a great value and affordable. We stand behind our products but we also need to make sure we have a viable business. To do that, we have to be very careful in reducing the operation cost, which including educating our customers to make the right choice and keep the return rate low and fair.