Warranty&Return Policy

Warranty

At Smarttravel Ebike, We Conduct Rigorous Testing On Every Ebike Before It Leaves The Factory. Additionally, We Perform Lifetime Tests On One Out Of Every Hundred Ebikes To Ensure They Will Withstand Many Years Of Use Beyond The Warranty Period.

Along With Our Comprehensive Testing Process, We Provide A 18-Month Warranty For All New Original Smartravel Ebike. The Following Specifics Apply:

Smarttravel Ebike Provides An 12-Month Warranty Against Defects In Parts And Materials From The Original Date Of Purchase. Please Note That This Warranty Does Not Apply To Second-Hand Products.
Warranty Periods Begin On The Date Of Purchase And Are Non-Transferable
The Warranty Provides A Free Replacement Or Refund Within The Specified Period, As Long As The Conditions Are Met And The Original Proof Of Purchase Is Presented
For Warranty Claims Related To Quality Issues, Items Will Be Replaced With A New Item Of Equal Value When Available. If A Replacement Is Not Available Or Preferred, Smartravel Will Offer A Full Refund.

Replacements Are Covered By The Same 18-Month Warranty As The Original Defective Item. Warranties On Products That Have Been Fully Refunded Will Be Voided

Exclusions From Warranty Coverage

Purchases Made Through Sources Other Than Authorized Resellers
Alterations Not Performed Or Approved By Smartravel Authorized Resellers
Products Without Adequate Proof Of Purchase
Second-Hand Products
Products Past Their Warranty Period
Damage Resulting From Improper Use, Including But Not Limited To Incorrect Storage, Drops, Exposure To Extreme Temperatures Or Water, And Incorrect Operation Of Devices

Order Cancellation & Adjustment

We accept order cancellations as long as the product has not yet been shipped. Once the product is shipped, the order cannot be canceled.

We also offer order adjustment services (such as modifying product type, quantity, or shipping address) if your order has not yet been shipped.
To request cancellation or adjustments, please email us at support@smartravel-bike.com with your order number and request details.

Order Processing Time: Orders are processed within 1–2 business days after being placed.
If cancellation is requested before shipment and within the allowable period shown on the website, your order will be canceled free of charge.

Returns

1. For Non-Quality Issues

You may return unused products within 30 days of delivery. Returns for subjective reasons (e.g., change of mind, wrong size ordered) are accepted, but the buyer must cover the return shipping cost.

Return Address:
13400 Nelson Ave, City of Industry, CA 91746, USA
Packaging Requirements:
Returned products must include the original outer packaging box. If missing, a repackaging fee may apply.

To initiate a return, please email us at support@smartravel-bike.com with:

Your order number
Your name
The reason for return

2. For Defective, Damaged, or Incorrect Items

Customer satisfaction is our priority. If you receive an item that is defective, damaged, or incorrect, please contact us within 30 days of delivery.

Email us at support@smartravel-bike.com with:

Your order number (e.g., SMTXXX)
A photo or video showing the issue

We will resolve the issue as quickly as possible. Options include:

A free replacement with free shipping, or
A full refund, if applicable
Packaging Requirements:
Returned products must include the original outer packaging box. If missing, a repackaging fee may apply.

Refunds (If Applicable)

Once we receive and inspect your return, we will send you an email confirming receipt and informing you of the approval or rejection of your refund.

If approved, your refund will be processed and automatically applied to your original method of payment within a few business days.

If your return is due to shipping damage or delivery problems, we may offer partial compensation to cover your loss, depending on the circumstances.

Return & Warranty Process

To ensure a smooth resolution:

Buyers must provide proof of purchase (e.g., order confirmation).
Please provide photo or video evidence of any defects.
Smartravel will document the troubleshooting process.
In some cases, the defective item may need to be returned for quality inspection.

Important: If a return is requested and the wrong item is returned or the defective product is not sent back, any warranty for replacement items will be voided.