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Returns, Refunds and Restocking Fees. Phantomgogo believes in the quality of its products and wants you to shop with confidence. Please read the following carefully to understand our returns and restocking fee policy applicable to all products
Return of Product Due to Defect or Shipping mistakes within 30 days from purchase.We stand by our product and our actions. We will provide the option for either replacement or refund. Prepaid shipping label will be provided at no cost to our valued customer.
- Return of New and Unused Items within 30 days from purchase We allow you to return any item in new and unused condition within 30 days from order date for a full refund with no additional fees. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund of the item price and taxes using the same payment method you used originally.
- Return of Used Items. Any items returned in a used condition may be returned within 30 days of purchase subject to the return shipping charges and arestocking fee in the amount of twenty-five percent (25%) of the purchase price. Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer and with all the accessories included, such as keys, batteries, etc. Missing accessories may result in additional restocking fee up to fifteen percent (15%) on top of the base twenty-five percent (25%) restocking fee.
- Return of New and Unused Items past the 30-Day Window. If you wish to make a return outside of the 30-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee in the amount of twenty percent (20%) of the purchase price.
Return Shipping Costs. You will be responsible for paying for your own shipping costs for returning your item, unless it is an issue caused by Phantomgogo. Shipping costs are non-refundable. We require using a shipping service with a tracking number when purchasing shipping and that you provide carrier and tracking information to us in your return request. We cannot guarantee that the carrier will deliver the item you are attempting to return and any damage in transit while with your selected carrier is the carrier’s responsibility
Return Mechanics, COD and Timing. Please contact a member of our customer support team using the “Contact Us” portion of the website. We will notify you at the email address on file when we process your return. No return material authorizations or permission numbers are required to make a return. Most refunds show up to your original payment method within 3 business days of processing (or on your next paper statement). Phantomgogo does not accept shipments sent cash on delivery (COD). The customer needs to provide the carrier and tracking number of the return to Phantomgogo, and the refund will be applied within a few days of receipt of the returned item.
No Third-Party Returns. Please note that each of our partnered distributors sets their own return and exchange policies and procedures. We do not accept returns of items purchased from our partner store. Please contact the place of original purchase to discuss their return policy and procedure.
Refused Shipments – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $75 per product to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, $75.
Battery Returns. Due to return shipping carrier restrictions, battery purchases are not able to be returned. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.
Phantomgogo warrants all new electric bicycles (“E-Bikes”) and main components therein sold by a Phantomgogo authorized dealers. The warranty is provided to the original retail purchaser against manufacturing defects in materials and/or workmanship for all electrical components for a period of one (1) year from the date of original retail purchase.
This warranty pertains to any of the essential electric vehicle components that are found defective provided that the product was used in a standard and controlled manner, and that it was maintained according to the manufacturer’s instructions manual. Essential components include the vehicle frame, electric motor, battery, display, and controller.
Corrosion on electrical components is not covered by the warranty. You should dry the contacts on the battery and other electrical parts to prevent corrosion and oxidizing. Electrical contact cleaner can be used to keep connections clean if needed. In extreme weather (for example, in a community where roads are salted in winter) you can apply battery terminal grease as a preventative.
Wearable Components Are Not Covered by the Warranty. Wearable components such as tire, brake pads, and batteries are not covered by warranty as they are perishable goods. A nail in the tire, or worn-out brake pads from excessive riding are not covered under the warranty.
HOW TO MAKE A WARRANTY CLAIM
If you believe your Phantomgogo has a warranty issue, please contact us through email or phone to reach a friendly Phantomgogo associate. We will help identify the issue and do our best to help. EXCLUSIONS FOR RENTAL, LIVERY, AND FLEET USAGE.