Dead on Arrival (DOA)
Customers should contact our Customer service within 14 days upon receipt of goods for DOA situation.
Special Notes:
The outer packing is broken or out of shape
- Immediately file a case upon the broken package to the courier company and get a confirmation in a form of a paper proof with stamp on it.
- Send us the pictures of the received items/package with detailed information describing the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.
- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement. The outer packing is in a good shape while the item is not working.
- Send us the pictures of the received items/package with detailed information describing the issue.
- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.
Missing item(s), wrong item(s) or incorrect package sent
Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact our Customer service with the information below:
- Email us with your order number and the product code (SKU number).
- Please send us the clear pictures of the outer packaging, the shipping label, weight of the package and the item you receive.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
All product returns must be in the original packaging. Returns without the original packaging will not be accepted. If you insist on returning it, an additional fee of $200 will be deducted.
14 Days Disliked item
If you are not satisfied with your purchase and the product is still in brand new conditions, you can simply return and refund. Please note customers are responsible for returning shipping fee. We will either provide a replacement or a refund (shipping fee excluded), depending upon your requirement after receiving the exchanged item of your order.
Note: We do not accept returns due to reasons such as the bike/scooter cannot be registered, requires a driver's license to drive, or is illegal.
1 Year Limited Warranty
Hidoes offers 1 year warranty for the bike, 6-month warranty for the battery, warranty time starting from the date you receive the goods. Any free repair needs to be confirmed with the manufacturer via Customer Service. Please note the free repair rule does not apply to motherboard, battery & screen. Items should be returned at customer's cost, while Hidoes will pay for the shipping fee of sending the repaired item to customer.
All the artificial factors cause the damage of the item is beyond the warranty, however customers can return it at their own cost and pay a fee for the repair.
Warranty Exemptions and Notes
- Natural product degradation through wear and tear, along with breakage/damage during use,is solely the customer's responsibility and is not covered by our warranties.
- If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
- Open the body in an attempt to fix the device
- Modify, remove, customize, or swap parts of the product
- Use the device in a way that it is not originally intended for
- Continue to use the item once a fault occurs and causes more damage
- Fails to contact us when the problem first occurs
- All returns must first be authorized by Hidoes's Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, Hidoes reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again Hidoes reserves the right to refuse any compensation.
- All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Hidoes will offer an alternative solution.
Special Notes:
- The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 14 day DOA situations.
- During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
- Hidoes will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
- In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer's responsibility and are at their own expense.
How to request warranty (return, repair and refund)
Please first submit a Ticket to our Customer service (Email: support@hidoes.co.uk) with the information below:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Send a clear photo or video (via wetransfer) showing the defect(s); these should be taken under good lighting.
Our After-sales team will look into the problem you are facing and get back to you with a solution ASAP.
Other special product warranty
The scope of this warranty excludes all damages caused by artificial factors, like dis-assembly, misuse, drops, falls, water, unofficial firmwares, software modifications or similar causes both for computers and their accessories.
DOA (Dead on arrival) items
If the product has arrived broken, please contact us within 7 days from the day you received it and then follow the 7 Days Product Guarantee.
About unsatisfactory products
If you are not satisfied with your purchase, you can return it within 14 days from its delivery date to receive a refund of your purchase minus the shipping fees or an exchange. You will have to pay the shipping fees both ways if the reason is not related to our mistake. Please ensure to return the item with its original packaging and in the same conditions in which you received it.
Local maintenance
Normally the unit would not be defective as a whole but parts of it may wear out. Proper maintenance is essential to get the most out of your unit. Due to the high return shipping fees, we strongly suggest you change or repair the inner parts of the unit by yourself under our professional guidance. In this situation, we request you to open the shell to take some photos or video to determine the problem, which will not affect the warranty in this case. If there is a motorbike repair shop in your country, you can also request a quotation and inform us before fixing the item. We will be in charge of the repair fee only if its cost is not more than 20% of the price of the product and is below in total.
Replacement parts
These types of products cannot be returned due to their heavy weight and high shipping fees. We will offer parts replacement, technical support or repair if there were any faulty components.
Returns and Compensation Process
For any after-sales issues, please contact Customer service directly and they will offer you a solution according to your case.
Please check each processing time upon receiving your returned item.
- For exchanges, the processing time for the replacement will be between 2-7 business days, upon receiving your item back, and depending on stock availability.
- For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details:
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries. - For repairs, it will take between 15-30 business days depending on the item and the manufacturers stock of the spare parts.
Note: Once the repair parts are sent out, order cancellation and return and refund are not supported, including but not limited to purchasing the wrong parts and no longer needing the parts.
Refurbished Products
Please note that refurbished products are sold at a special price and do not provide after-sales service or warranty, nor support returns and refunds. If repairs or replacement parts are required after purchase, you are responsible for purchasing the necessary parts.
By purchasing a refurbished product, you agree to the terms of our refurbished product policy.
Customer service email：support@hidoes.co.uk
