Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a 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.

To start a return, you can contact us at support@qwayq.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@qwayq.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 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 14 days, for any reason and without a justification. As above, 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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@qwayq.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a 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.

To start a return, you can contact us at support@qwayq.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@qwayq.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 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 14 days, for any reason and without a justification. As above, 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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@qwayq.com.

Refund Policy

QWAYQ Return & Refund Policy

This policy applies exclusively to products purchased from QWAYQ’s official website: qwayq.com. For purchases from third-party platforms, please refer to the respective platform’s return rules.

1. General Return Eligibility

To qualify for a return or refund, products must meet the following requirements:

  • The item is unused, undamaged, and in resellable condition (no scratches, no assembly, no modifications).
  • All original packaging, tags, accessories, and parts are intact and included (e.g., chargers, manuals, tools).
  • Returns are initiated within the specified time frame (see Section 3).
Non-Returnable Items
  • Products returned after 30 days from delivery.
  • Items that are used, damaged, or missing original packaging/accessories (rendered non-resellable).
  • Unauthorized returns (submitted without prior approval from customer service).

2. Return Time Frame & Fees

The following terms apply to returns not related to quality issues (see Section 6 for quality-related returns). All fees are clearly outlined below:

Time After Delivery Refund Eligibility Return Shipping Fee (Customer’s Responsibility) Restocking Fee
Within 14 days Full refund (minus discount value if applicable) $200 per e-bike / $100 per e-scooter None
15–30 days (Brand-new & unused) Full refund (minus discount value if applicable) $200 per e-bike / $100 per e-scooter 20% of the total order amount
Over 30 days Returns not accepted N/A N/A
Key Notes on Fees:
  • If your order used a discount code, the full discount value will be deducted from your refund (regardless of how many items you return).
  • Restocking fees are non-negotiable for returns initiated between 15–30 days.
  • Accessory restocking fees are item-specific; contact customer service for details.

3. Step-by-Step Return Process

All returns require prior authorization—unauthorized returns will be rejected, and no refunds will be issued. Follow these steps to initiate a return:

Step 1: Request Return Authorization
  • Email our customer service team at support@qwayq.com with:
    • Your order number.
    • Reason for return (e.g., "change of mind," "size mismatch").
    • Clear photos/videos of the product (including packaging and all parts) to verify condition.
  • We will review your request within 24 hours and send a "Return Approval" email if eligible.
Step 2: Obtain the Designated Return Address
  • DO NOT ship to the address on your original package—this is not our return warehouse.
  • Ship the package within 7 days of receiving the return address (delays may affect eligibility).
Step 3: Package & Ship the Item
  • Securely pack the product with all original parts/accessories in the original packaging (to avoid damage during transit).
  • Use a trackable shipping method and retain the tracking number + carrier details (Untrackable shipments may cause refund delays).
  • Send the tracking information to support@qwayq.com for reference.
Step 4: Warehouse Inspection & Processing
  • We will inspect the returned item within 3–5 business days of receipt.
  • If the product meets return requirements, we will proceed with your refund or exchange (if requested).
  • If the product is damaged, missing parts, or not in resellable condition, we will notify you and may reject the return.

4. Refund Policy
  • Refunds are processed within 7 business days of passing inspection.
  • Funds will be credited to your original payment method (e.g., credit card, PayPal).
  • Refund timelines for different payment methods:
    • Credit/debit cards: Allow 1–2 billing cycles for the refund to reflect in your account.
    • PayPal: Refunds typically appear within 3–5 business days.
  • If you have not received your refund after 14 business days (from processing), contact support@qwayq.com with your order number and refund reference.

5. Order Cancellation & Modification
  • Before shipment: To cancel or modify an order (e.g., change product model), email support@qwayq.com immediately. Cancellation is not guaranteed—we will confirm success via email.
  • If canceled successfully, refunds are processed within 7 business days.
  • After shipment: Orders cannot be canceled or modified. Follow the return process (Section 3) after receiving the product.

6. Returns for Quality Issues

If you receive a defective or damaged product (preventing normal use):

Eligibility & Terms
  • Within 14 days of delivery: We offer free exchanges (for the same product) or full refunds. QWAYQ covers all return shipping fees.
  • During the warranty period: For non-man-made defects, we provide free repair, exchange, or refund (at our discretion). We cover shipping and repair costs.
Required Evidence
  • For unboxing issues (e.g., scratches, missing parts): A continuous unpacking video (showing the sealed package being opened and the defective product).
  • For functional defects (e.g., motor failure, battery issues): Frame number, order number, and clear photos/videos of the problem.
  • Report quality issues within 48 hours of delivery for timely processing.
Process
  • Contact support@qwayq.com with the required evidence.
  • We will confirm the defect within 24 hours and provide a solution (exchange, repair, refund) within 48 hours.
  • If later found to be man-made damage, you will be responsible for all shipping and repair costs.

7. Warranty Terms

Our warranty policy applies to customers in the United States.
Warranty coverage varies by component, as outlined below：

Parts Warranty Period (US & Canada) Coverage Details
Frame, Seat Tube, Handlebar Tube, Front Fork, Rear Fork, Crank, Flywheel, Chain Rings 1 Year No welding/desoldering/breakage under normal use (excludes external force deformation)
Controller, Motor 1 Year Short circuit, stuck motor (excludes water ingress)
Folding Handle, Latch, Brake Handle, Throttle Lever, Disc, Shift Lever, Wheel Hub, Button 6 Months Obvious deformation, breakage, or loss of function (excludes external forces)
Speed Sensor, Torque Sensor 6 Months No or abnormal signal output
Battery Pack, Charger 6 Months Failure to charge/discharge (excludes human damage or water ingress)
Brake Cable, Bumper, Headlight, Fender, Bell, Taillight, Footrest, Charging Port, Tire, Chain, Cover 3 Months Breakage or loss of function (excludes external forces)
Vehicle Appearance Unboxing Visible scratches/color issues (requires full unpacking video)
8. Important Notes
  1. Unauthorized returns (no prior approval) will be refused, and no refunds/exchanges will be provided.
  2. Return shipping fees for non-quality issues are the customer’s responsibility (see Section 2 for amounts).
  3. Products returned without original packaging/accessories may be rejected or incur additional fees.
  4. This policy applies only to purchases from qwayq.com—third-party purchases are not covered.

For further questions, contact our customer service team at support@qwayq.com We aim to resolve all return-related inquiries within 48 hours.