Refund policy
If you wish to cancel or return your order, we're here to assist you anytime! Typically, we accept exchange, return, or refund requests within 14 days from the date of delivery (based on order tracking records).
| ORDER STATUS | REFUND AMOUNT |
|---|---|
| Not Shipped | 100% of order amount |
| Request to cancel but shipped |
Please contact the customer service support@oolactive.com |
| Missing item(s), Wrong item(s) or Incorrect package sent, Dead on Arrival(DOA) | Contact team for reshipment or 100% refund |
| Warranty Exemptions and Notes | Customer bears all shipping costs |
Missing item(s), Wrong item(s) or Incorrect package sent,Dead on Arrival (DOA)
A. Missing Parts or Accessories
We accept requests for reshipment of parts or accessories within 7 days from the date of delivery (based on order tracking records).
If you have purchased more than one product, check if there are multiple parcels in the logistics information. If there is only one parcel, please contact us immediately: support@oolactive.com
Please note, we will not approve returns/refunds in the following situations:
- As confirmed with the supplier, these parts are not included.
- There are multiple parcels, with one or more still in transit.
- Parcel weight in our warehouse indicates no missing parts.
B. Extreme Cases of Product Damage or Malfunction
We accept requests for reshipment or refund within 7 days from the date of delivery.
* In both cases above, when contacting us, please provide necessary evidence including order number, contact information, packing list, shopping list, product images, or videos. Upon confirmation of missing parts or product damage or malfunction, we will proceed accordingly and notify you via email.
7-14 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.
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.
We accept exchange requests within 14 days from the date of delivery (based on order tracking records).
Please note that in this case, you will be responsible for the return costs and risks (including any shipping, taxes, and duties) to send the product to our return warehouse.
Afterward, please send the tracking number to support@oolactive.com. We will arrange delivery of the new product for you within 1-3 working days depending on the inventory.
Warranty Exemptions and Notes
A. No returns after 14 days of receiving your order.
B. No returns of assembled product.
C. Product damage or malfunction due to customer's reasons are not eligible for return.
D. Electric bikes/scooters formally registered in the buyer's name cannot be returned.
E. Items with dirt or scratches are not eligible for return.
F. Returned exchanged or refunded items must be unopened, unassembled, and in original packaging. (Damages caused by improper handling during transportation will be deducted from your cost based on the condition of the product.)
* Repairing the bike yourself without OOLACTIVE's approval renders the return process mentioned on the RETURN REFUND POLICY page unavailable to you.
*All returns must first be authorized by Oolactive's Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, Oolactive 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 Oolactive 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, Oolactive will offer an alternative solution.
How to Request Warranty (return, repair and refund)
Please first submit a ticket to our Customer service (Email: support@oolactive.com) with the information below:
- Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
- Tell us what steps you have already taken to resolve the issue.
- 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.
Special Notes on Refunds
Refund processing time is 1-2 working days after receiving the return. Refund timing depends on the payment method:
- PayPal refunds may take up to 48 hours.
- Credit card refunds typically take 7-14 working days. The exact timing depends on your credit card company and any intermediaries.
If you have any further questions or concerns, feel free to contact us. support@oolactive.com