RETURN&REFUND
Order Cancellation & Return
For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
All cancellations/returns can only be done by emails to the HOVSCO service department.
You need to email us within 15 days of receiving the product to return your item.
To be eligible for a return, the bike must be unopened and in the same packaging and condition that you received it. After our warehouse workers assure there's no damage and it could be in stock again when we receive it, the return will move forward to next step.
If the package were opened, our warranty policy would be in effect and the item couldn't be returned. If any minor defective, we will send the parts to customers for free and freight if it is born by HOVSCO.
Before shipping
Order Cancellation Fee: 5% of the ebike cost.
If you cancel/return orders that haven't entered the shipping process yet, 5% of the ebike cost will be charged as a processing fee.
After shipping
Order Return Fee: 8% of the ebike cost+£120 shipping cost.
If your order is shipped and cannot be modified, you may reject the package and 8% of the ebike cost will be charged as a processing fee.
You're also responsible for the return shipping cost of £120 . HOVSCO will provide a return shipping label, and the designated carrier will collect the return package.
If delivery fail due to customer's wrong shipping address, customer need to pay extra £240 for fail delivery shipping cost.
E-Bike Exchanges
For non-quality issues, exchanges are only available within 15 days of receiving the product. After 15 days, bikes are not allowed to be replaced under any conditions.
To be eligible for a replacement, the bike must be unopened and in the same packaging and condition that you received it. After our warehouse workers assure there's no damage and it could be in stock again when we receive it, the return will move forward to next step.
If the package were opened, our warranty policy would be in effect and the item couldn't be replaced. If any minor defective, we will send the parts to customers for free and freight if it is born by HOVSCO.
Before shipping
Exchanges Fee: No fee.
If there's price difference between the original and the exchange one, there will be a refund for any overpayment or a supplemental payment for any deficiency.
After shipping
Exchanges Fee: 8% of the ebike cost.
You may reject the package and 8% of the ebike cost will be charged as a reshipping fee.
We will arrange the exhange within 3 business days when we receive your package safe and sound.
Guidelines for a return:
a. Do not return or drop off the parcel by yourself through the sender's address. Any product returned without acceptance will not be refunded.
b. Please email us the order ID, the email and shipping address you used when placed order, pictures/short videos of the problems and a brief description of the problems at support@hovsco.com.
c. Meanwhile, please store the HOVSCO Delivery box in a cool and dry place to prevent it from getting damaged.
d. Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an HOVSCO.
Refund Duration
Refunds to credit/debit cards usually take 2-5 business days. However, it can take up to 30 days, depending on the card company involved. If you have paid with a PayPal balance, the money is refunded to your PayPal balance. Please contact Paypal or your credit/debit cards bank for more info about the return payment.
Contact Information:
Company Name: HOVSCO UK Ltd
Address: Unit 8 Lansdown Industrial Estate, Gloucester Road, Cheltenham, United Kingdom, GL51 8PL
Email: support@hovsco.com
Call: (+44) 808-2968-399