Foreign Trade Frequently Asked Questions

Purchase FAQs – Bulk Order

Q1: Are you a manufacturer or a trading company?
A: We are a professional manufacturer and have been providing foreign trade services worldwide for over 11 years.

Q2: What are your payment terms?
A: Our payment terms include a 30% deposit before production and the remaining 70% balance against the bill of lading. We accept payment methods such as TT, D/P, D/A, and L/C.

Q3: Do you offer OEM services?
A: Yes, we provide OEM services at all times. Your order will be packaged in your branded boxes after we receive your authorization letter.

Q4: What is the production lead time?
A: Typically, it takes around 10-20 days to produce your order after the deposit has been arranged. However, the lead time may vary depending on the items and quantities you have ordered.

Q5: Can you produce products based on a sample?
A: Yes, we can produce products based on your sample or specific drawings.

Q6: What are your delivery terms?
A: We offer delivery terms including EXW, FOB, CNF, and CIF.

About After Sales

After-Sales Service & Warranty Policy

Warranty Coverage:

  1. Battery, Motor & Controller – 1-year limited warranty from the date of purchase.

  2. Other Wear & Tear Parts (e.g., tires, brakes, throttle, grips, etc.) – Case-by-case evaluation. If deemed defective under normal use, we provide free replacement parts during the warranty period.

What’s Covered:

  • Manufacturing defects in materials or workmanship.

  • Malfunctions under normal operating conditions.

What’s Not Covered:

  • Damage from misuse, accidents, improper maintenance, or unauthorized modifications.

  • Normal wear and tear (e.g., brake pads, tires).

  • Water damage beyond IP-rated specifications.

Service Process:

  1. Contact our support team with proof of purchase and a description of the issue.

  2. If eligible, we will ship replacement parts free of charge (warranty period only).

  3. For complex repairs, visit an authorized service center or follow our DIY guides.

Notes:

  • Customers may bear labor costs if professional installation is required.

  • Warranty is void if the product is disassembled by unauthorized personnel.

About Returns

Shipping

  • All orders are shipped via sea freight with an estimated delivery time of 3-55 business days (varies by destination).

  • Customers are responsible for any import duties, taxes, or customs fees.

  • Tracking information will be provided once dispatched.

Returns & Warranty Claims

1. No Unwanted Returns

  • We do not accept returns or refunds for change of mind, wrong size/color selection, or buyer’s remorse.

  • All sales are final once the order is shipped.

2. Defective or Damaged Items

  • If your product arrives defective or damaged due to shipping, you must:

    • Notify us within 7 days of delivery with photo/video evidence.

    • Provide the original order number and shipping details.

  • We will either:

    • Send a replacement part (if repairable), or

    • Arrange a return at our expense (for major defects).

3. Warranty Repairs

  • Covered under our 1-year limited warranty for battery, motor, and controller.

  • Wear-and-tear parts (tires, brakes, etc.) are evaluated case-by-case.

Non-Returnable Items

  • Products modified, misused, or damaged after delivery.

  • Batteries with physical/water damage.

  • Items without proof of purchase.

How to Initiate a Claim

Contact us at [china@hrd-ebikescooter.com] within 7 days of delivery with:
✅ Order number
✅ Photos/videos of the issue
✅ Shipping damage report (if applicable)

Note: Return shipping for approved claims is covered by us. Unauthorized returns will be refused.

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