1. Order Cancellation Rules

Cancellation Timing:
Cancellation requests must be submitted via email to Support@starwayfuture.com before the order is shipped. Requests are not guaranteed to be 100% successful. A successful cancellation will be confirmed by email.

After Shipment:
Orders cannot be canceled after they have been shipped. You must wait for receipt and contact customer service within 7 days of delivery to obtain a return label for processing a return.

Risk Warning:
Refusing delivery of a shipped order or failing to follow the official return process may result in the package being lost during transit or being refused at the warehouse, leading to forfeiture of eligibility for a refund or exchange.

2. General Return Rules

Basic Requirements

Request Period:
Return requests must be submitted via email to Support@starwayfuture.com within 7 days of delivery. Requests submitted after this period will not be approved.

Request Method:
The email subject line must include "[RETURN REQUEST]" and the order number to expedite processing.

Pre-condition:
You must first obtain authorization from customer service and a pre-paid return label. For warranty issues, these must be resolved before a return can be processed.

Packaging Requirement:
Original packaging must be used for returns. Other packaging is not accepted.

Item Condition & Restocking Fees

External Packaging Note:
Damage to the external shipping box does not equate to product issues. You must file a claim with the carrier immediately. Restocking fees are charged based on the actual condition of the item(s) received.

Non-Faulty E-Bikes:

• Unused: No wear and tear, stains, or odors. All packaging and accessories (charger, pedals, toolkit with all 9 tools, manual, etc.) must be complete and included. A $200 restocking fee per bike will be deducted.
•  Used: A restocking fee equal to 20% of the total order value will be deducted.

Accessories & Warranty Replacement Parts:
Returnable within 7 days of delivery. Items must be unopened, unused, undamaged, and in their original packaging. Restocking fees apply based on the specific item.

3. Return Requirements for Special Scenarios

Pre-Orders / Back-orders

• Back-orders are for e-bikes that are "temporarily out of stock but already released."
• Credit/Debit card payments are charged immediately upon placing the order. Payment timing is independent of the shipping date.
•  Cancellation and return rules are the same as for standard orders.

Virtual Products & Promotional Orders

•  Virtual products are non-refundable and non-exchangeable once purchased.
• Flash sale orders are not eligible for price matching policies. Discount codes cannot be stacked.

4. General Exchange Principles

14-Day Worry-Free Exchange

To protect your rights, we provide an exchange service (excluding refunds) within 14 days from the date of delivery.

Eligible Scenarios

• Product Issues: Item received with quality defects, part damage, or not matching the description.
• Our Error: Wrong item shipped, missing items, or missing accessories.
•  Change of Mind: You may apply to exchange for a different color or size of the same model (item must be in perfect, unused condition).

Ineligible Scenarios

•  Exceeding the 14-day period.
• Damage caused by misuse, unauthorized modification, or failure to follow usage instructions.
• Item has been used, or original packaging/accessories are lost or damaged (for exchanges due to change of mind).

Process Summary

1.  Contact Customer Service: Submit a request via email within 14 days, providing the order number, product serial number, reason for exchange, and relevant photos/videos.
2. Obtain Authorization: After approval, you will receive an RMA number and the return address.
3. Ship Item Back: Properly pack and ship the item back to the specified address within 7 days.
4. Receipt & Inspection: We will complete the inspection within 3 business days of receipt.
5.  Dispatch New Item: Upon passing inspection, the new item will be dispatched immediately.

Shipping Cost Responsibility

•  We Cover: Two-way shipping costs for exchanges due to product quality issues or our errors.
• You Cover: Two-way shipping costs for exchanges due to change of mind (e.g., changing color/size).

General Terms

• Good Condition Item: To protect all customers' interests, returned items must be in unused condition with all original packaging, tags, accessories, and documents complete and intact.
• One-Time Exchange: Each item is eligible for only one exchange service during the 14-day exchange period.
• Agreement Modification: The seller reserves the right to modify the terms of this agreement at any time. The modified agreement will be notified to buyers and applies to new orders placed after the notice is published.

5. Non-Returnable / Non-Refundable Items

Core Categories

• Used products (except for severe faults covered by warranty)
• Batteries, gift cards, gifted orders
• Products purchased from unauthorized/non-official channels
•  Items damaged by humans, insurance, virtual products
•  "Built and Delivered" service fee

Exceptions

• Items with severe damage/faults covered by warranty may be returned upon company approval.
• Other special cases require company review and approval.

6. Refund Policy

Basic Rules

Request Method:
Submit refund requests via email to Support@starwayfuture.com. Applicable only to orders placed on the official website.

Review Point:
Refunds are approved only after the returned package is received and inspected at the warehouse.

Price Match

Applies only to the same model and color product. Must be requested within 14 days of delivery. Invalid after this period.

Refund Amount & Processing

• Deductions: May include restocking fees, signed delivery service fees, return shipping costs, original order insurance, etc.
• Processing: Refunds are issued to the original payment method. If your credit card has expired, please contact your card issuer. Banks/credit card companies may take up to 30 days to process the refund.
•  An email notification will be sent once the refund has been processed.

7. Special Rules for Third-Party Products

Service Responsibility

Warranty, repair, and replacement services are the direct responsibility of the third-party manufacturer. Please contact their customer service (using the provided third-party service email).

Return Requirements

• Returnable within 14 days of delivery. Items must be unopened, unused, and in the same condition as received.
• You must contact Starway customer service at Support@starwayfuture.com, providing the order number and photos of the item(s).
•  Returns not due to product issues may incur a restocking fee of 20% of the original retail price (you will be informed in advance).

Violating these rules may lead to a refund dispute.