Return & Refund
I have received the wrong product - what do I do?
We are very sorry to hear that you have received a wrong order.
Please get in touch with us at firstname.lastname@example.org and we will provide you with further instructions.
How Do I Exchange An Item/Order?
You can exchange a purchased product (except for Exway Electric Skateboards) within 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund nor exchange.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To exchange an item or order, contact us with email@example.com and we will provide you with our current return address.
What is your return policy?
Customers can return the purchased products within 30 days after receiving the product (except for Exway Electric Skateboards, which can only be returned within 14 days after receiving the product). Please be noted that the item must be unused and in the same condition that you received it. It must also be in the original packaging.
If the product is damaged when received or it is a wrong product, the customer does not need to bear the return shipping cost. In this case please contact us and we will arrange you a replacement or refund fully to you.
How can I return my order?
Please email firstname.lastname@example.org and state the following:
- Order Number
- Reasons for Return
a. Didn't suit me
b. Wrong / Defect Product (Please include pictures)
c. Not what i was expecting
d. Other Reasons
Our customer care team will advice you the rest steps.
Have you received my return?
Processing your return usually takes a few days.
However, we will send you an email update as soon as we have received and checked your returned product(s).
Feel free to give us a call on (626) 359-0900 from 10:00 to 16:00 CET on weekdays or write us under email@example.com to check up on your return.
When will I receive my refund?
Processing a refund usually takes up to 7 business days after we have received the returned item(s). If you have any problem, please feel free to contact with us under firstname.lastname@example.org.
Your return policy states that I have to return the product in its original packaging. I no longer have the original packaging - can I still return it?
To make sure that all customers will received a complete, defection-free product, the products returned must be in a resellable status. We are sorry that products without the original packaging cannot be returned.
What payment options do you accept?
We accept VISA, Maestro, American Express & PayPal.
Was my payment successful?
Once your order is fully processed and your card has been authorized, payment will be taken immediately, and you will receive a confirmation email or SMS (depends on which contact info you left us) that your order has been successfully charged.
Why was my payment refused?
When a payment is refused, it is typically due to one of three reasons.
* There are insufficient funds in your account.
* The card you are using is not issued in the country you are purchasing from.
* Your bank is not allowing payment for security reasons.
We recommend that you contact your bank for the quickest solution.