This page outlines the return and warranty policies applicable only to purchases made directly through Citascooter's online store. For products purchased through third parties, return and warranty terms may differ. Due to varying legal requirements and other considerations, these policies may also vary by the country/region of purchase.

 

Cancellation

To cancel an order before it has been shipped, please contact our customer service team by sending an email to hxykeji@hotmail.com with your order number and cancellation request. We will process your request within 8 hours of receiving your email. A refund confirmation will be sent to your email upon cancellation.

Note:

• Orders cannot be canceled once the shipping process has begun.
• Refunds will be processed following the cancellation of your order and will be returned to your original payment method.
• Citascooter is not responsible for any losses incurred due to cancellation, including but not limited to currency exchange differences and banking fees.

 

Returns & Exchanges

From the day of receipt, products meeting the following conditions may be returned, exchanged, or fully refunded for any reason within 30 days:

• Citascooter may be returned within ninety (30) days of receipt for a full refund. You only have to pay return shipping.
• The product packaging, accessories, freebies, and manuals are complete, undamaged by human action, and do not affect secondary sales.
• The product has non-user-induced performance malfunctions or multiple discrepancies with its description.

Customers must initiate the return process by contacting our customer service email. Once the returned product arrives back at the Citascooter warehouse and is confirmed to meet the return conditions, the refund process will begin. We will cover the return shipping costs in the following scenarios:

• The product was damaged during transit, with a damage certificate issued by the logistics company.
• The received product is incorrect or significantly not as described.

Exceptions to Return

Citascooter cannot offer returns in the following situations:

• Return requests are submitted more than 30 calendar days after receipt.
• The returned product does not use the original packaging or does not include all original contents such as accessories, cables, manuals, and gifts.
• Manufacturing defects or functional issues are determined by Citascooter through assessment and testing to be caused by user error or unrelated to product quality.
• Unauthorized Returns: We will not reimburse any return shipping costs incurred by the customer for unauthorized returns, nor will we process a refund for the product.
• The original purchase proof is not provided, or purchase documents are forged or tampered with.
• The product or packaging was damaged in transit, but the product was not refused at receipt, and proof of damaged product (including packaging) was not provided within 3 days after receipt.
• The product was damaged post-delivery by external forces such as fire, flooding.
• Damage was due to improper installation, usage, or operation of the product as per the instructions.

Additional Return Guidelines

• Please do not send back products without our explicit confirmation.
• Returns must be completed within 7 business days from the date of successful return authorization.
• We will process the refund within 1 business day after the warehouse confirms receipt of the return. The refund is expected to be credited back to the original payment method within 1-3 business days.

Buyer’s Responsibility for Return Shipping:

• The buyer requests a return for personal reasons (no quality issues with the product).
• The returned item differs from the ordered product.
• Returned products claimed to be defective are found to be in working condition by our quality control.
• If a returned item gets damaged during the transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.

 

Customer's Responsibility

In case a customer desires to return items for personal reasons, such returns can be accommodated. However, the customer will bear responsibility for the following aspects:

Both shipping fees (to and from our warehouse).
5% labor commission and service charge based on the order total value.
The customer is required to provide us with the shipping tracking number and payment proof. Upon receiving this information, we will promptly process the refund. It's important to note that if the item is found to have been intentionally damaged by the customer, a refund will not be provided.

 

Return Procedure

• All return request must be submitted in writing and sent to hxykeji@hotmail.com
• If your return is approved you will receive an email from us with return instructions.
• Securely pack all the returned items in the original packaging and include any other paperwork requested in the return approval email.
• We recommend taking a picture of the package and/or the item before shipping.
• Ship the package.  We will either provide you a return shipping label or you will have to arrange the shipping yourself. You can use UPS or FedEx Ground if your order was delivered by one of these carriers. 
• Please provide us the tracking number.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment within 7-10 business days.

 Note:

If the received goods are damaged or incorrect due to our fault, the consumer will not be required to cover the shipping fee for this particular reason. There will be no restocking fee charged to consumers for returning a product. 

Warranty

Most of our products come with at least 1-year manufacturer's warranty. The warranty information can be found under "Warranty" tab on a product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product at no additional cost.