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Terms of Service

Terms of Service

Shipping

1. For mass order, we recommend to ship by sea to save shipping cost. We can ship all products to worldwide countries. For mass order to EU countries, we can also send by train and transfer by UPS to door (cheaper shipping cost and duty free way).

2. For Land/Air/Carrier shipping order: 

For standard products which not include battery, we send to all worldwide countries (by Land/Air/Sea Transport).

For products which include battery, we can only ship to limited countries:
1. All EU countries
2. Iceland, Norway, Switzerland (Transfer from France)
3. Canada, USA
4. Belarus, Kazakhstan, Russian Federation, Ukraine
5. Australia, New Zealand
6. China, Japan, Malaysia, Singapore, South Korea, Thailand, Vietnam

In-Stock orders typically ship within 1-3 business days. Orders placed Saturday-Sunday should ship out Monday.

Customized products which not in stock need 4-8 days to assemble and test.

Battery or products which include battery will be shipped by special way: Send by DG Air Cargo to local international airport and then after custom clearance will be delivered by UPS or FedEx. So it take longer time than standard products. This is duty free (DDP) shipping.

Products send to EU countries will be shipped by duty free way (Recommend), it take a little longer time than standard Express way (about 8-12 days arrive after delivery). This is duty free (DDP) shipping.

Products send to Belarus/Kazakhstan/Russian Federation/Ukraine by special line which take about 15-35 days and also be duty free shipping.

 

Returns

  • Purchased but not shipped 100% refund.
  • Shipped within 15 days of receipt: To be eligible for a return, your item must be unused, and free from dirt, dust or any fragrances, and in the same package and condition that you received it.
  • No returns after 15 days of receipt.
  • Used: No returns, except in EXTREME cases of breakage/malfunction.
  • Purchaser must pay the cost of return shipping.
  • The purchaser carries full responsibility for the return shipment including possible shipping damages and lost shipments.

Before a return is sent, the customer must have written approval of said return from HalloMotor. If a customer sends a return without the written consent of HalloMotor  a refund cannot be guaranteed.

If your approved return passes our inspection, you may receive an exchange, store credit, or a refund.

Additional non-returnable items:

  • Special orders
  • Sale Items
  • Gift Cards
  • Gifted orders

*Please give us heads up after you send your return by emailing info@hallomotor.com. If possible, please provide a tracking number, this will accelerate process.
*If non-returnable items are returned without authorization from our customer service, they will be returned to the customer immediately and customer will be notified. Restocking fees may apply to unauthorized returns. 

 

Warranty

WARRANTY INFO

We have one-year all-inclusive warranty for the original owner against all manufacturing defects. Warranty parts will be shipped worldwide. HalloMotor warrants this product, including all individual components against defects in material or workmanship as follows:

HalloMotor LIMITED 1-YEAR WARRANTY

HalloMotor’s products are warranted to be free from manufacturer defects in materials and/or workmanship for a 1-year period from the date of original purchase. Wear and tear is not covered under warranty. HalloMotor’s  lithium-ion batteries are warranted to be free from manufacturing defects in materials and/or workmanship for a 1-year period from the date of original purchase. The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage.

WHAT WILL WE DO TO CORRECT PROBLEMS WITH YOUR BIKE?

If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective part. We will replace any parts deemed to have been damaged during shipping. We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by HalloMotor.

WHAT WILL WE NOT DO?

HalloMotor will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user.  We will not pay for any third party service or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component.

HalloMotor will not cover any damage that may occur during shipping if the owner sets up their own shipping option or if the bike is shipped using a freight forwarder or similar service.

TERMS OF WARRANTY

This warranty only applies to the original owner of products from HalloMotor. This warranty is expressly limited to the replacement of defective parts at the sole discretion of HalloMotor. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement parts be issued, in these cases the original products may have to ship to HalloMotor Service Center for inspection/repairs before new replacement part is sent out. If repairs can be made, new product will not always be sent. This warranty does not include consumables or normal wear and tear parts (tires, tubes, brake pads, cables and housing, grips). HalloMotor will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage must be reported to HalloMotor within a reasonable amount of time after shipment arrival. In no event shall HalloMotor be responsible for any direct, indirect or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with their products.

CLAIMS

All claims to this warranty must be made through HalloMotor. Proof of purchase may be required with any warranty request. Before making a warranty claim, we suggest that you contact our technical support team at support@hallomotor.com as there may be a simple fix for your problem. Valid warranty claims will be processed through HalloMotor within one year of initial purchase. Warranty claims may be submitted to support@hallomotor.com.

SHIPPING DAMAGE CLAIMS

IMMEDIATELY inspect your product(s) for damage. Freight damage claims are extremely time sensitive. We will not accept shipping damage claims later than 10 days from receipt of product. Note any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Whenever possible, report damage claims within 10 days of delivery to HalloMotor customer service representative. Please contact our Technical Support department at support@hallomotor.com for return/replacement instructions.

 

Assemble Service

We can supply assemble service if you want to keep your own frame in Germany and Austria, please kindly contact us by email at sales@hallomotor.com, after confirm all details, we can arrange frame pick up and assemble your email, and then your ebike will be delivered to you.

 

Bike and Battery Performance

Please note that information regarding the expected range on a single charge on one of our ebikes is an estimate, not a guarantee. There are many factors that contribute to actual, real-world range for an ebike battery such as age of the battery, temperature, level of assist, speed, payload, and terrain. Given the right conditions, it is possible to get less than the expected minimum range or greater than the expected maximum range.

 

Special Offers, Codes, and Promotions

HalloMotor reserves the right to put limitations on the combining, stacking, and use of any and all promotions done via the website, email, social media, or any other channels where promotions are detailed and/or distributed. HalloMotor reserves the right to pause all promotions, codes, and referral programs for some sales and for all new product launches. Any and all promo codes must be used at time of purchase and cannot be used retroactively, promo codes cannot be stacked, used in tandem, etc.

 

Pre-Orders and Pre-Order Cancellations

Any and all pre orders that are cancelled prior to shipping are only eligible for a 90% refund of the total order price.

 

Refunds, Exchanges, and Store Credits

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. We do offer exchanges within the US and EU, but we don't offer any exchanges for international orders, however you can receive a refund or store credit, so you can replace the order for the item you would like in exchange. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email. Your store credit is easily applied during checkout of your next order.

Late or missing refunds. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@hallomotor.com

 

Street Legality 

According to EU Street law, ebike on street should be maximal 250W power (in some countries 500W is allowed) and with 25km/h max speed. We only build ebikes according to Purchaser's requirement, Purchaser shall be responsible for correct using their ebikes (On-road or Off-road). Before you ride ebikes on road, to wear all protective equipment (such as helmet and so on) is obliged. WE ARE NOT RESPONSIBLE FOR ANY ACCIDENT OR INJURY CAUSED BY INCORRECT USE OR RIDING.

 

Orders Flagged as Fraud

If your order is flagged by our system as a high risk of fraud, we reserve the right to refuse to fulfill and refund your order. If you feel that a refund was made by mistake, please email.

 

Sale Items

Unfortunately there are no returns for items on sale. All sale items are final sale, no refunds, exchanges or credits of any kind. If sale items are returned without authorization from our customer service, it will be returned to the customer immediately and customer will be notified. Restocking fees may apply to unauthorized returns.

 

Special Orders

Unfortunately special orders are not returnable. Each special order is made specifically for each customer and are final sale, no refunds, exchanges or credits of any kind. If special orders are returned without expressed permission from our customer service, it will be returned to the customer immediately and customer will be notified. Restocking fees may apply to unauthorized returns. For international shipping of special orders, additional charges may apply to orders containing both in stock and special order items.

 

User Submitted Content

When you submit or post any material (including any photos or videos) via the Site, you grant us, and anyone authorized by us, a royalty-free, perpetual, irrevocable, non-exclusive, unrestricted, worldwide license to use, copy, modify, transmit, create derivative works from, distribute, and/or publicly perform or display such material, in whole or in part, in any manner or medium (whether now known or hereafter developed), for any purpose that we choose.

 

What Do We Do with Your Information?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

*we reserve the right to change/update these terms

*by placing an order via phone, you are agreeing to our terms of service