RETURNS AND REFUNDS

Buybestgear offers a convenient return and refund service to ensure a seamless shopping experience. If it is within 14 days of receiving the product, you can choose to return, exchange, or request a refund for the item. (Based on order tracking records)

To request a return or refund, please send an email to support@buybestgear.com and provide the following details:

  • Order number
  • Name and quantity of the item to be returned
  • Reason for return
  • If applicable, attach clear and focused photos or videos highlighting any defects

Note: Please ensure that the images are clearly visible

Once we receive your email, our team will carefully review the evidence you provided, including descriptions, photos, videos, etc. If it is determined that the product indeed has defects, we will proceed with the return process and notify you via email.

Here is a step-by-step guide to the return process:

  • We will provide you with the address of the return warehouse based on your product and shipping address.
  • You need to securely package the item and send a confirmation email when it is ready for pickup.
  • Our designated shipping carrier will collect the package from the specified location.
  • Once the returned item reaches our warehouse, we will send a confirmation email.
  • Our team will thoroughly inspect the returned item and verify any defects.
  • Finally, we will arrange for a replacement to be sent or initiate a refund to your payment account. The refund processing time is 1-3 business days.


Once we receive your email, our team will carefully review the evidence you provided, including descriptions, photos, videos, etc. If it is determined that the product indeed has defects, we will proceed with the return process and notify you via email.

After that, please send the tracking number to support@buybestgear.com. Depending on the availability, we will reschedule the shipment of the new item within 1-3 business days.

 

Actual refund amounts in specific situations:

  • Order cancellation within 48 hours before shipment:
    100% of the order amount will be refunded
  • Order cancellation more than 48 hours before shipment:
    95% of the order amount will be refunded (after deducting a 5% fee)
  • Cancellation of shipped but undelivered orders (due to incorrect address, etc.):
    70% of the order amount will be refunded (after deducting 10% return shipping fee + 15% restocking fee + 5% of the order amount as handling fee)

    Requirements:
    1. Reject the product immediately upon delivery and notify Buybestgear
    2. Pass warehouse inspection and quality check

  • Cancellation of shipped but unsigned orders:
    70% of the order amount will be refunded (after deducting 10% return shipping fee + 15% restocking fee + 5% processing fee)
    Requirements: RMA form must be approved via email

  • Shipped and signed for orders:
    80% of the order amount will be refunded (after deducting 15% warehouse restocking fee + 5% processing fee)
    Requirements: Product must be unassembled and package seal must be unopened.
  • Note: All shipping fees, taxes, and customs duties are the customer's responsibility.

Please be aware that returns or refunds may not be granted under specific conditions:

  • Delivery over 14 days
  • The product has been assembled
  • The packaging of the product has been opened
  • The electric bicycle or bicycle is officially registered under the purchaser's name

 

Missing product components:

If it is discovered that parts or accessories are missing, please submit a request for reshipment within 7 days of the delivery date (based on the order tracking record). You can send your request to support@buybestgear.com.

Upon receiving your email, we will carefully review any evidence provided, such as descriptions, photographs, videos, etc. If it is determined that the parts are indeed missing, we will proceed with the reshipment process and inform you via email.

Please note that returns or refunds cannot be accepted in the following situations:

  • The supplier has confirmed that the components are not included.
  • The weight of the package from our warehouse indicates the absence of any missing parts.

 

Special instructions for refunds:

  • After receiving the returned item, the refund process will take 1-2 business days to complete. The timeframe for the refund varies depending on the payment method.

  • Refunds through PayPal may take up to 48 hours to process.

  • Refunds to a credit card will take approximately 7-14 business days. The precise timing depends on the credit card company and intermediaries involved.

 

Buybestgear reserves the right to modify and update the terms and conditions of the warranty.

January 24, 2024