Return Policy

Your satisfaction is very important to us and we want you to enjoy your ride. If you would like to return your product for a refund, please review the Return Policy below to ensure all of the conditions are met. If you discover what you believe to be a product defect, please refer to the Limited Warranty below and follow its procedures.

Return Policy:

Product purchased from Segway Inc. may only be returned by the original purchaser within 30 days from the date the product was ordered and must meet the following criteria:

1. Unopened items returned in the original condition as shipped.
2. Wrong item shipped or item does not match what was shown on the Segway website.
3. Non-defective items that are returned opened and within the item’s return policy period.

   *If you change your mind while the item is in transit to you and this is to help us recoup some of the shipping fee that is incurred, we will try our best to process any requests to cancel your order but this is NOT guaranteed.

4. All product returns require a Return Merchandise Authorization (RMA) code.

You will need to provide the following:

• The reason for requesting the return.
• Your Store.Segway Order Number (receipt or proof of purchase).
• The serial number of the unit being returned.

Non-Returnable Spare Parts Return Policy:

All sales are final on spare part purchases regardless if the merchandise is new and unused and SOLD ON AN AS-IS BASIS. All coupons/promotion codes are not applicable to spare parts unless specified in the promotion content.

Free gift cannot be returned, exchanged or substituted. Segway will not issue refunds or replacements for free items. For helmets, the minimum and maximum size range is listed here for x-small https://store.segway.com/segway-kids-helmet-nb-410-xs-orange and here for L/XL https://store.segway.com/segway-helmet-nb-400-l-xl-black. Be sure to measure the intended riders head before confirming the size on your order. Head measurements (circumference) should be taken just above the eyebrows and ears, at the largest part of the skull.

Once the criteria is met and the information has been provided, we will provide you with an RMA# (Return Material Authorization) and shipping instructions. You will be responsible for all shipping costs and must assume any risk of loss or damage to the product while it is in transit to us. Since the product contains lithium ion batteries, it must be shipped according to all applicable regulations. Please inform the carrier of the batteries prior to shipment. We recommend using a trackable shipping service or purchasing shipping insurance.

Once your returned product is received and inspected, we will notify you of the approval or rejection of your refund. If the return is approved, then we will refund you the original method of payment and you will receive the refund within 2-7 business days.

Returns are subject to return shipping fees. For products that are eligible for return for replacement, the return shipping labels are free for return for replacement of the same item within the applicable return policy period. Segway does not charge restocking fees or return shipping labels for returns of defective products or an incorrect product or where the product does not match what was shown on the site or if we made a shipping error, provided the item is returned within the return policy period. In the event a product is returned that is not defective or an incorrect product or where the product does not match what was shown on the site, the product will either be returned to the customer or the return shipping cost initially covered by Segway will instead be deducted from the refund amount.

Refunding an online payment: The amount of your refund depends on the exchange rate. When we refund you, the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back won’t match what you paid. We collect and refund online payments in US dollars. When we issue a refund to your original method of payment using another currency, your bank will convert it from US dollars to Canadian dollars for you. We are not involved in this exchange process.

All discounts and promotions of flash sales are available on the flash day only. Suppose the Segway-Ninebot product you purchased recently will go on sale, and its price will reduce on the flash day. In that case, you can't request Segway's Customer team to refund the difference according to Segway's price protection policy.

When you return any Segway-Ninebot products, you forfeit your reward points. Once the return is recorded, the reward points will be deducted from your account.

The return policy about rewards points will be applied to all products.We reserve all the right for the final explanation.

To initiate a return, please contact us at store@segway.com with your receipt or proof of purchase.