Refunds and Exchanges
Order modification or cancellation
Customers can request a refund or modify order information before the item is shipped.
Purchases may not be changed or canceled without authorization from OGEVKIN. If authorized, 5% of the purchase value may be charged to cover restocking and operating costs. If the order is refunded due to customer reasons, the customer needs to pay a certain amount of handling fee if produced.
A cancellation made after the product has shipped is treated as a “return” with all applicable fees. Please ref to our Product Return Policy.
Claims for damage or loss of package
Please inspect the package carefully before signing.
(1) If there is no damage, sign for the product. If there is damage, report this on the delivery slip or, alternatively, refuse the shipment and it will be returned to OGEVKIN. If a claim is made against the shipping company, they will provide a compensation number. Please inform OGEVKIN of this number for delivery tracking. Arrangements for reshipment will be made within 10 business days of receiving the returned item.
(2) If the items are damaged but accepted and not reported, there is no recourse against the delivery company and you are responsible for purchasing any replacement product.
(3) If the package is in good condition, but the product is significantly damaged in transit, please keep the waybill, packaging, etc., and contact us (info@og-evkinbike.com) within 7 days after the delivery.
If the shipment gets lost in transit, please get in touch with us (info@og-evkinbike.com) immediately.
Return and Exchange
The return policy is only valid for customers who place an order on the website. If the product you received does not match your order, do not use the product, and contact our customer service team (info@og-evkinbike.com).
If a return and refund are granted, it will be subject to the conditions below, unless otherwise agreed to by OGEVKIN:
The product is returned within 30 days from the date of the original purchase.
The product is resalable; in the original packaging, un-used, and un-mounted.
The product is damaged due to uncontrollable factors during the transportation process.
Please reference your packing slip to complete the return form, and include it with the item you wish to return or exchange.
Note: Customers are liable for shipping fees on both returning the original and shipping the exchanged item. However, no re-stocking fee will be charged.
Custom orders, non-stock products or other special items (free gift, etc.) cannot be exchanged unless permission is granted by OGEVKIN.
Items returned for a refund or exchange are subject to inspection by the returns team.
- The product is damaged due to uncontrollable factors during the process of transportation, Please contact us within 3 working days and show us as much proof, photos, videos, etc as possible. We will support return or replacement.
- New items or Repaired items will be shipped to you as soon as we receive the items for replacement.
- We will process the refund for the item within 3 business days after we receive the items.
- Once refuses to sign for the package for personal reasons, the customer will need to bear the freight incurred during the transportation.
For personal reasons, if you apply for a return or exchange, you will have to bear the corresponding costs. The customer is responsible for all fees associated with returns:
If the products you buy have been shipped from China.
You will need to pay for the return freight and the shipping fees incurred for transportation. Shipping costs in different countries may be different, please consult your customer sales for the specific cost details.
If the products you buy have been shipped from an overseas warehouse.
(1) 10% of the initial purchase value will be charged for restocking and refurbishment.
(2) Shipping costs, customs, duties, and any other fees unless otherwise stated in the warranty policy.
Supplementary Regulations for Refunds:
Once we approve your refund request, we will promptly process your refund within five working days
The amount of the refund is based on the amount of US dollars we actually received, and we are not responsible for the exchange rate loss caused by the customer's refund process.
Customs & Duties Fees
We will do our best to avoid taxes and fees for our overseas customers, including using pre-paid customs shipping in territories that allow us to, etc. Please check with our sales team for details before ordering if this is something that concerns you. Regardless; all customs, fees, and duties are the sole responsibility of the customer. If you refuse to pay these duties and the package is returned to us, we will deduct all necessary fees before issuing your remaining refund. These fees may include (but are not limited to) the original shipping fee, the return shipping fee, the restocking fee, etc.