1.Order Cancellation
1.1 Before Shipment:
① Electric Bicycle Orders:
If you cancel an electric bicycle order within 3 hours of placing it, no processing fee will be charged. If the cancellation request is made after 3 hours, an 8% processing fee will be deducted from the order amount.
In case the customer orders the wrong model and wishes to place a new order, no processing fee will be charged for the original order upon receiving the second order.
② Accessory Orders:
If you cancel an accessory order within 3 hours of placing it, no processing fee will be charged. If the cancellation request is made after 2 hours, a 25% processing fee will be deducted from the order amount.
1.2 After Shipment:
If you request to cancel an order after it has been shipped, you will be required to pay an 8% processing fee of the order amount, as well as a $150 return shipping fee. ASOMTOM will provide a return label for the designated carrier to collect the return package. If the customer decides to arrange the return independently, they must contact the ASOMTOM customer service team for confirmation and send the goods to the specified address.
Please note: If the customer decides to arrange the return independently and has received confirmation from the ASOMTOM customer service team, it is the customer's responsibility to ensure the safe transportation and successful return of the goods. The customer must choose a shipping service with signature confirmation, and we strongly recommend adding additional shipping insurance to the return package. ASOMTOM will not be liable for any damage, loss, or other incidents related to goods arranged by the customer.
Customers need to send an email to ASOMTOM customer service team for any order cancellations. Once the cancellation request is approved, ASOMTOM will send a cancellation notification email to the customer. Customers should not send return packages to ASOMTOM without receiving this notification. ASOMTOM will reject all packages that do not arrive on time and the customer will be responsible for any associated fees or losses.
2.Model Exchange & Order Modification
Please refer to our shipping policy for modifying orders before the customer receives them.
Once the customer has received the goods, we cannot modify the order.
If a customer wants to exchange the model after receiving the goods, they must initiate a return request following the refund policy. If the customer has already placed a new order with a higher or similar dollar amount to the returned product, they can avoid the 8% processing fee of the order amount. However, if the customer does not place a new order or the total amount is significantly lower than the original order, an 8% processing fee of the order amount and a $150 return shipping fee will be deducted from the refund total.
Model exchanges are only applicable to electric bicycles. For exchanging with other models, customers can contact our customer service in advance to place a new order for the desired model and return the products from the original order. All exchange requests must follow our return policy and receive prior approval notification from our customer service team via email. Free delivery does not apply to exchanged bicycles.
3.Returns
For non-quality-related issues, customers can request product exchange or return within 15 days of receiving the product. Customers will be responsible for an 8% processing fee of the order amount, as well as a $150 return shipping fee. Once approved via email, ASOMTOM will provide a return label for the designated carrier to collect the return package. If the customer decides to arrange the return independently, they must contact the ASOMTOM customer service team for confirmation and send the goods to the specified address.
Note: All returns and refunds must be completed within 15 days of receiving the bicycle; otherwise, they will not be processed.
3.1 Damage and Issues:
Please inspect your order upon receipt. If the product has defects, damages, or if you receive the wrong item, please contact us at service@asomtom.com with photos or videos as evidence, to address missing and severely damaged parts or other quality-related issues. Our customer service team will assist in arranging replacements.
For product defects, ASOMTOM will make every effort to serve you and provide technical support to resolve simple issues. ASOMTOM will also provide the necessary replacement parts and cover all repair costs associated with the damage.
For damage during transportation, ASOMTOM will make every effort to serve you, provide all necessary parts, and cover the service costs.
For any return issues, you can contact us anytime at service@asomtom.com.
To help us better understand and effectively resolve the problem, it is necessary to provide photos and/or videos as evidence.
Note: The following cases will be considered normal and not applicable for free exchange or refund policy:
① Slight damage to the outer packaging.
② Minor scratches or paint chips on the product.
③ Plastic parts bent due to transportation.
④ Damage to parts or consumables after a certain period of use or a certain number of times.
We will not accept damage or product defect claims made more than 7 days after receiving any product.
3.2 Process:
To initiate the return or exchange process, the following conditions must be met:
① The packaging and condition of your item must be the same as when you received it.
② All bicycles must be free from any wear, dirt, scratches, or any signs of use.
③ The total mileage of all bicycles must not exceed 10 miles; any excess mileage will not be refunded.
④ All items originally included in the packaging (charger, keys, hardware, etc.) must be returned together.
⑤ Provide the receipt or proof of purchase.
⑥ All costs incurred during the return process, including processing fees and shipping fees, are the responsibility of the customer.
To initiate a return, you need to send product photos and contact us at service@asomtom.com to obtain return approval. If your return is accepted, we will provide you with a return shipping label. ASOMTOM does not accept items returned to us without prior return application, and no refund will be issued in such cases.
Fees:
Customers are required to pay an 8% processing fee of the order amount for all order cancellations. If the bicycle has already been shipped from the warehouse, customers will also be responsible for an additional $150 return shipping fee.
Note: Customers may be responsible for inspecting, repackaging, repairing, and refurbishing the returned goods, which may incur certain costs. This will be waived if the product is unused. If the returned goods' packaging does not meet specifications and incur additional shipping fees, the customer will be responsible for those fees.
Non-refundable items include, but are not limited to:
① Replacement parts and all accessories.
② Damage caused by human factors.
③ Special orders.
④ Used items, except in extreme cases of damage/failure.
⑤ Gift cards and giveaways.
Note: Each of our partnered bicycle shops has its own return and exchange policy and procedures. We do not accept returns of items purchased from bicycle shops. Please contact the place of purchase to discuss their return policy.
Refund Process:
For returned or exchanged items, we need 3-6 business days to process the solution after receiving your item. We will inspect and confirm if it meets our return conditions, deduct any applicable fees, and send the remaining amount to the customer's original payment method.
If a refund has not been credited to the account after two days, we encourage customers to verify with their credit card company and/or bank. Delays may occur due to different transfer procedures of financial institutions. If the customer has not received a refund after seven business days, please contact us at service@asomtom.com.