At Ecofy, we are committed to providing our customers with high-quality electric bikes and motorbikes. If you are not completely satisfied with your purchase, we offer a straightforward refund and exchange policy. Please read the details below for our terms and conditions.
1. Eligibility for Refunds and Exchanges
To be eligible for a refund or exchange, the following conditions must be met:
- The product must be purchased directly from Ecofy (via our website or authorized sales channels).
- The product must be unused, in its original condition, and in the original packaging.
- The request for a return or exchange must be made within 10 days from the date of delivery.
- Proof of purchase (such as an order confirmation or receipt) must be provided.
Note: Certain items, such as custom-built electric bikes, used products, or products marked as non-returnable at the time of purchase, may not be eligible for a refund or exchange. Please check the specific product details before purchasing.
2. Returns Process
If you wish to return a product, follow these steps:
- Contact Us: Please contact our customer support team at 92 3335128664 within 10 days of receiving the product to initiate the return. Provide your order number, product details, and the reason for the return.
- Return Authorization: Our team will review your request and, if eligible, provide you with a Return Authorization (RA) number and return instructions.
- Ship the Item Back: Once you have received the RA number, securely package the product and send it back to us at the address provided by our support team. You are responsible for return shipping costs, unless the return is due to a defective product or an error on our part.
Note: Products returned without an RA number or without following the return instructions may not be eligible for a refund or exchange.
3. Refunds
- Refund Process: After we receive and inspect the returned product, we will process your refund within 10 business days. The refund will be issued to the original payment method used for the purchase.
- Non-Refundable Charges: Shipping charges are non-refundable, and any return shipping costs are the responsibility of the customer unless the return is due to a defect or an error on our part.
- Condition of Returned Product: To be eligible for a refund, the product must be returned in its original, unused condition. Products showing signs of use, wear, or damage (not caused by Ecofy) will not be refunded.
4. Exchanges
If you would like to exchange a product for another item, we are happy to assist, provided the product meets the eligibility requirements outlined above.
- Exchange Process: Contact our customer support team within [number of days, e.g., 30 days] of receiving the product to request an exchange. Please provide details of the product you wish to exchange and the item you would like to receive in exchange.
- Shipping Costs for Exchanges: You are responsible for the shipping cost of returning the original item. The shipping cost for sending the exchanged item will be covered by Ecofy unless otherwise specified.
Note: If the exchanged item is of a higher value than the original purchase, you will be required to pay the difference. If the new item is of a lower value, we will issue a refund for the price difference.
5. Damaged or Defective Products
If you receive a damaged or defective product, please contact us within 10 days of delivery. We will provide you with a free return shipping label and either:
- Offer a full refund for the defective item.
- Send you a replacement item at no additional cost.
To expedite the process, please provide us with photos or video evidence of the defect or damage.
6. Order Cancellations
If you wish to cancel an order before it has shipped, please contact our customer support team as soon as possible. If the order has already been processed or shipped, you will need to follow our return process once the product is delivered.
7. Non-Returnable Items
The following items are non-returnable and non-refundable:
- Customized or made-to-order products.
- Used electric bikes and motorbikes (unless defective).
- Products marked as “final sale” at the time of purchase.
8. Shipping and Handling Fees
- Return Shipping Costs: Customers are responsible for return shipping fees unless the return is due to a defect or error on our part. We recommend using a trackable shipping service for returns as we cannot guarantee receipt of your returned item.
- Restocking Fees: In some cases, Ecofy may charge a restocking fee of [percentage, e.g., 10%] for returned items. This will be disclosed at the time of the return request.
9. Contact Us
If you have any questions or need further assistance with your refund or exchange, please contact our customer support team:
Ecofy
Email: info@ ecofy.com.pk
Phone: +92 3335128664
We appreciate your business and strive to ensure that your experience with Ecofy is positive. Thank you for choosing us for your electric bike and motorbike needs!
By purchasing from Ecofy, you acknowledge that you have read, understood, and agree to this Refund and Exchange Policy.