All ENVO products purchased online or in-store have 10 days right of return. Product shall be unused, undamaged, unscratched, clean in the original package and resell-able to be eligible for a return and refund.
A 5% handling and re-stocking fee will apply to all eligible online order returns.
A 10% handling and re-stocking fee will apply to all eligible in-store tested and purchased products returns.
All parts shall be unused, undamaged, unscratched, clean in the original package and resell-able to be eligible for a return and full refund.
A product which has been used more than 5km is considered used and not eligible for a full refund.
Packing and shipping expenses (including free-shipping deals) as well as any labor or fees involved in the customized order are not refundable.
You will need to communicate the return issue with us through our ticketing system prior to any shipment. Customers are responsible for safe delivery and shipping costs for both directions.
Any customization labor, cost of modified parts as a matter of customer’s request, installation fee, service or tune up fee, delivery or shipping, special parts add-ons purchased from a 3rd party, discount given, handling and re-stocking fees, will be calculated in the refund amount.
If you have received a wrong product or products with missed parts as a matter of a mistake by our fulfillment, you will get the missed components or replacement without any extra charge and we will pay you components return shipping cost. Final invoice is the reference to know who is responsible for the mistaken order or delivery.
Minor inconsistency such as type of connectors, sensors, shape of head light, color of parts or products being different than in pictures, e.g. silver or black motor, rack, battery, etc. this will not be accepted a matter of free exchange claim. Such optional requests will be handled based on stock availability.
In order not to impose dis-satisfaction for those customers whose product are not eligible for return, but for elidable reasons are un-able to use their product and yet require returning, we may offer a reduced-price store credit or refund evaluated by head on tech dept. This may be more helpful for refund of barely used products or those just passed the limits of eligibility. The offered price may vary between 95% to 75% of the retail value of the same product in same condition, determined by our sales manager.
Refunds will be initiated after products arrived in our warehouse and passed all checks and tests. This process may take 2 days up to 2 weeks in our warehouse depending on work traffic.
Payments will be processed through the same payment method originally purchased through. Please be patient and take all security measures and make sure you are not sharing the credit card info through emails, chat and unverified phone calls.