Store.segway.com Return Terms and Conditions

This is a binding agreement between Segway Inc. and you.

Table of Content

1. Applicability
2. Cancellation
3. Return and Restocking Fees
4. Return Process and Inspection
5. Promotion, Coupons and Segway Mileages
6. Contact
7. Miscellaneous

 

1. Applicability. 

1. For store.segway.com Customers. 

This Return Terms and Conditions is an integral part of Store.segway.com Sales of Goods Terms & Conditions (“Agreement”). It is provided herein for your convenience. Sales and/or purchase of products from store.segeway.com shall be subject to the terms and conditions of Agreement, which includes the Return T&C. The Agreement is available at: https://store.segway.com/sales-of-goods-t-c. This Agreement and Return T&C only apply to transactions at Store.segway.com. 

 

2. Different Terms and Conditions for Return Offered / Advertised by Store.segway.com.

Your rights to cancel an order and/or return shall be governed by this Return T&C except to the extent that store.segway.com explicitly offers you different rights in writing in certain transactions and you accept it. For such a transaction (i.e., different terms offered and accepted), the Return T&C shall be deemed modified to the extent by such different terms and conditions, and the rest of Return T&C shall apply. 

 

3. Your Other Rights Not Affected by Return T&C.

For clarity, the Return T&C shall NOT affect: (i) your product warranty rights, (ii) your right to return wrong product(s) delivered by store.segway.com due to its fault, (iii) your right to receive a full refund due to non-delivery, and (iv) any of your other legal rights that are not modified by this agreement and/or cannot be changed by this agreement. 

Warranty Claims. 

This Return T&C does NOT apply to any product warranty claims. If you have a warranty claim for a product purchased from Store.segway.com, your warranty rights and claims shall be governed by the terms and conditions for product warranty sold at store.segway.com, which is an integral part of the Agreement, available at: https://store.segway.com/sales-of-goods-t-c. (Note: the terms and conditions for product warranty sold at store.segway.com may be different from the manufacturer limited warranty furnished with the products when you purchase it, and in the event of conflict, the store.segway.com warranty terms shall prevail.)

 

4. Purchased from Other Persons. 

If you purchase a Segway and/or Ninebot branded product from other persons, 

• Return: Store.segway.com will NOT process and/or accept return of any such product. If you intend to return such product(s) (i.e., purchased from other persons), please contact the seller and follow its return policies and rules.
• Warranty Claims: if you have a warranty claim, it shall be governed and subject to the limited manufacturer warranty furnished with the product(s) that you purchase. An e-copy of the limited manufacturer warranty could be downloaded at  https://service.segway.com/ for your convenience. Notably, other sellers or dealers may adopt certain warranty policies and terms that may give you additional rights and/or terms and conditions different from the limited manufacturer warranty, Segway Inc and Store.segway.com shall NOT be responsible for any such rights and/or terms that are different from the limited manufacturer warranty. 
• For each seller’s return and/or warranty policies, please contact and consult with the seller that you purchased the product for details. 

 

2. Cancellation.

1. Cancellation Right.

1. You have the right to cancel a purchase order within six and a half (6.5) hours after checkout of your purchase at store.segway.com. If you attempt to cancel an order within the six and a half (6.5) hours and it is complete per Section 2(b), you will receive a full refund. (Full refund includes original purchase price of products and related sales taxes that you pay.) Note: the cancel order button will appear thirty (30) minutes after a purchase order is placed, i.e., checkout, and it will become disabled six and a half (6.5) hours after checkout. Please see Section 2(b) below for the detailed process.
2. If your cancellation attempt fails to comply with Section 2(b), you intend to cancel an order after the lapse of the first six and a half (6.5) or you want to return a product after it is shipped or you already receive it, please follow Section 3 “Return and Restocking Fees.”

 

Special Cancellation and Return T&C  for  Black Friday and Christmas Holiday Sales Season:   Like many consumer-focused businesses, Segway’s order volume at store.segway.com increases significantly for the holiday sales season, including Black Friday & Christmas and New Year Holiday. This causes unusual challenges for common carriers and shippers in delivering products. for example, there may be delay in shipment and/or delivery status updates. To try to reduce such challenges and inconvenience to consumers, our order fulfillment system will shorten the waiting period from when an order is checked out at store.segway.com to when your checkout order is processed. Thus, your right to cancel an order without the restocking fees will be restricted / suspended, and you will have a much shorter time for cancelling an order after checkout / you will not have the right of no cost cancellation. 2024 Holiday Sales Season Order Cancellation T&C: From Nov. 21 to Dec. 20, 2024, the cancellation window will be shortened from six (6) hours to one (1) hour.  The order cancellation button will appear 0.5 hour after your checkout. Once the order cancellation button appears, you then have 1 hour to cancel your order. 1.5 hours after your checkout, the order cancellation button will be expired and disabled. If you request to cancel your order after the order cancellation button expires, you will be responsible for return shipping costs and restocking fee.

 

2. Process.

1. Visit customer account page, click either the table called “Recent Orders” on the main account page or find the order from orders list where all your orders are listed (both pages work identically), click the “cancel order button”. Note: the cancel order button will appear thirty (30) minutes after a purchase order is placed, i.e., checkout, and it will become disabled six and a half (6.5) hours after checkout..
   

   * During holiday seasons, special cancellation and return T&C applies and the cancellation window will be shortened. Please see above "Special Cancellation and Return T&C for Black Friday and Christmas Holiday Sales Season".

2. After clicking “cancel order button”, you need to confirm your cancelation request;
3. If your cancellation request is successful, your customer account page will provide a popup message confirming so. You will receive a confirmation notice to your email account, if you provide your email to us.
4. If your cancellation request is unsuccessful, your customer account page will provide a popup message alerting you so. You need to take a screenshot of the alerting message. You need to follow the message’s instructions to complete cancellation. You will receive an alerting notice and instructions to your email account, if you provide your email to us. In the event of unsuccessful cancellation online (i.e., at your customer account page), unless the instructions state otherwise, you MUST contact Segway ONLY via customer service support line at: 1-866-4SEGWAY (1-866-473-4929) as soon as possible. The support line’s business hours are open Monday through Friday 5:30 am to 5:00 pm, Pacific time. (For cancellation, please ONLY contact Segway via phone during business hours. Please do not use email or other ways for this purpose, as it will not be processed on time.) You will not be charged any restocking fees, if you attempt to cancel online within the 6.5 hours after placing the order, i.e., checkout, and if your complete cancellation request over the phone with our support line within 12 business hours of this message. To be eligible to free cancellation via phone call, in addition to other terms and conditions, you are required to provide your screenshot of altering / error message. If your order is cancelled per Section 2(b)iv above, you will not be charged the restocking fees, but it is probable that products are shipped / processed to be shipped to you that cannot be cancelled or recalled because cancellation is late. If the products is shipped to you in such situation, you agree that you are responsible for returning the products to Segway per Segway’s request and instruction (Segway will incur / pay for return shipping fees) and Segway will refund you after Segway receives the returned products. To process return of products, please contact Segway customer service at: 1-866-4SEGWAY (1-866-473-4929) or EMAIL:  TechnicalSupport@segway.com (your email title: Segway Return) as soon as possible. If you do NOT return products to us within 30 days upon you receipt of products or you open package / box / use products / damages products, it will be considered that your cancelation request is voided and you will have to pay full price of products. 

 

3. Refund.

1. If you pay via credit / debit cards or similar and successfully complete the cancellation per Section 2, your credit / debit cards will be charged first and you will receive refund per Section 2(c)ii below. 
2. (A) If your products are not shipped out, please allow up to 10 business days for us to process your refund. (B) If your products are shipped, upon receipt of returned products and confirmation that your return is made in compliance with the terms and conditions of the Return T&C, we will process your refund within 10 business days. Section 4 Return Process and Inspection applies. 
3. Your refund will be credited back to the same payment method used to make the original purchase on the website. If for reasons beyond reasonable control of Segway Inc., Segway Inc is unable or it is burdensome to refund to your credit / debit card, Segway will contact you for an alternative refund method / process. Segway reserves the right to refund you via a check that is payable to a buyer’s name and Segway will deliver it to the product’s shipping address in an invoice. In the event of a check refund, Segway Inc will make reasonable efforts to contact you to confirm information reasonably necessary for check payment. Alternatively, per your authorization / request, Segway Inc will take reasonable efforts to refund you via ACH (for US domestic transaction only). 
4. The refund will be in US dollars only.
5. This Section 2(c)ii. shall apply for any refund at store.segway.com. 

 

3. Return and Restocking Fees. 

1. Return Right. If an order is not cancelled per Section 2 and you intend to return products, you shall follow Section 3. To process a return request, you shall contact: Segway customer service at: 1-866-4SEGWAY (1-866-473-4929) or EMAIL:  TechnicalSupport@segway.com (your email title: Segway Return) as soon as possible. Subject to any exceptions provided in this Return T&C and requirements of law, the restocking fees will be charged. If you intend to return a products after it is shipped or you already receive it, you must contact Segway customer service and receive a Return Merchandise Authorization (“RMA”) first.  No returns of any type will be accepted without an RMA number or not pursuant to an RMA.

 

Ebikes   For eBike consumers (not applicable to C80), you may have additional return rights and different restocking fees rate, for details please refer to Section 3(f) below.

 

2. Conditions. The following conditions apply to return. 

1. We may ONLY accept return of whole unit  products;
2. Products must be in their original, new, non-damaged, and un-opened condition. If damages to products/box is due to shipment from us to you, this will not affect your return rights despite of the foregoing on the condition that you must have reasonably documents (video / photo) to show that such damages exist at the time of your receipt of products. 
3. Return request must be made within thirty (30) days upon receipt of the products and you must provide evidence showing the date when you received the products. If you could not provide evidence of products receipt date, the thirty (30) days will commence on the date of shipment of products by our record;
4. You must receive an RMA from Segway. 
5. You are responsible for shipping / delivering returned products to location designated by RMA at your own cost and risk of loss/damages. We are not responsible for shipment/delivery, and we will not arrange for the pickup of the products.
6. You must cause the products to be delivered to location designed by RMA within thirty (30) days upon receipt of RMA. The thirty (30) day requirement is met, if within thirty (30) day period you either personally return the products to designated location (provided that it is pre-approved by RMA that designated location accepts delivery of return products directly by consumers) and it is accepted by personnel at that location with a receipt document, or you have a carrier / shipper pickup or accept the products for the purpose of shipping it to designated location and you have receipt document showing date.  You must send shipment related documents to Segway, tracking number (if any), carrier/shipper contact information (if any) to Segway email at:  TechnicalSupport@segway.com (your email title: Segway Return) and your RMA as soon as possible but no more than 3 days. Failure to send such documents on time may result in the risk of a longer waiting time for a refund or that Segway does not receive / cannot locate returned products, which may result in no refund.

 

3. No special right / exceptions.  Unless this Return T&C and/or certain special sales terms and conditions explicitly state otherwise in writing, the return T&C herein applies to any and all sales at store.segway.com. By way of examples, you do NOT have special rights / there are no exceptions for return requests due to the following reasons. 

1. Price match claim.

   (A) Store.segway.com does not provide price matching protection, if your purchase price for products at store.segway.com is not the lowest or best deal in comparison with offers by other retailers or dealers. 

   (B) If within five (5) days after your purchase of the products at store.segway.com (i.e., after your checkout), retail price for same products under same terms at store.segway.com reduces, Segway agrees to give you store.segway.com credit for the difference. For clarity, this shall not apply to flash sales or the like, or sales of the same products but under different terms (such as bundle sales). 

   (C) Despite of the foregoing, if a transaction is explicitly guaranteed in writing as the lowest or best price, Segway agrees to match a lower price offered by another retailer or dealer, provided that (C-1) this lower price is offered and available to your local market within five (5) days after your placement of an order, i.e., checkout; (C-2) the lower price dealer is from and located in the United States; (C-3) we receive your price matching request within the period when this lower price is still available, (C-4) another’s lower price is NOT subject to terms and conditions substantially different from ours, and (C-5) your provide written evidence to prove such lower price to reasonable satisfaction of Segway Inc. 

1. Partial delivery. If one purchase order includes more than one products (including parts, accessories, gifts), the products may be delivered to you from a different warehouse. Thus, you may receive each item separately and at different times. This is normal. In the event of partial delivery and you do not receive all Products within seven (7) days after you receive the first item, please contact Segway customer service support line at: 1-866-4SEGWAY (1-866-473-4929) as soon as possible for delivery of missing products, parts and/or products. You do not have a special right to return due to partial delivery. If you intend to return products delivered / received because some other purchased products are not delivered or delivered late, your return right shall be governed by the Return T&C. 
2. Damaged Box / Package. If the box / package of products is damaged / broken, provided that it does not affect functions of products, you do not have special return right.
3. Damages to Products. For cosmetic damage / appearance damage to product, Segway may compensate you for store.segeway.com credit or send you a free gift with reasonable value.  If the products are damaged, you may have a warrant claim or you may have a claim to carrier / shipper.
4. Late Delivery. You do not have a special right to return due to late shipment / delivery. However, if store.segway.com guarantees delivery date / delivery before a deadline (which may occur for Christmas holiday season sales), you can return late shipment products at no cost to you and the restocking fees will not apply. 

 

The foregoing is for example purpose only that your return rights will not be affected by such situations and/or scenarios. It is not intended to limit the generality of the Return T&C. 

 

4. Exclusions. Exclusions: subject to Section 1(b) or that laws require otherwise, no right to return for the following products and/or transactions. 

1. Parts are “SOLD AS IS”. However, if parts are damaged / broken on arrival, you must immediately and within no more than 2 days (upon receipt of products) contact Segway and provide evidence, upon approval per Segway standards and requirements, Segway will ship you a replacement free of charge. 
2. Accessories are “SOLD AS IS”. However, if parts are damaged / broken on arrival, you must immediately and within no more than 2 days (upon receipt of products) contact Segway and provide evidence, upon approval per Segway standards and requirements, Segway will ship you a replacement free of charge.
3. Flash sales. No right to return. (This shall not affect your warranty right.)
4. Any products that are “SOLD AS IS”;
5. Any free gifts (no return, refund or replacement);

 

5. Refund and Restocking Fees. 

1. Restocking Fees. The restocking fees will be charged for return of products per Section 3. 

• Unless stated otherwise below, the restocking fees for all products are in the amount of 15% of a product’s purchase price (excluding tax) paid by you capped at no more than $300. 
• For Gokarts, Super Scooters, eMopeds and Dirt eBikes, and any other products whose gross weight (net product weight plus package/box) is over [__________], the restocking fees are 15% of purchased price capped at $600. 

 

For the purpose of calculating the restocking fees, the purchase price is price charged by store.segway.com at checkout, excluding any sales tax, including any shipping fees paid by Segway (shipment fees are included in purchase price without sperate bill/invoice) and any portion of price paid by coupons, store.segeway.com credit, Segway Mileage points and the like. 

 

2. Refund. Upon receipt of products returned to designated location, Segway will firstly inspect and confirm that return is in compliance with our return terms and conditions. Thereafter, we will process your refund within 10 business days. Segway Inc has the right to deduct the restocking fees from the refund that Segway Inc makes to you. Section 4 Return Process and Inspection applies.

 

6. E-Bikes. 

1. New eBikes: Products must be in their original, new, non-damaged, and unopened condition. The restocking fees is 15% of purchase price capped at $299;
2. Used eBikes: if you use products for no more than twenty (20) miles in total (as proved by products’ odometer), you may return it, provided that products are not damaged / broken, and you will return it within original package/box together with all parts and accessories. The restocking fees are 40% of purchase price (no cap applies). 
3. Unless it is explicitly modified by Section 3(f) herein, other terms and conditions of the return T&C shall apply to eBike return. 

 

4. Return Process and Inspection. 

 

1. To complete the return and refund process, you are responsible for shipping the products at your cost and risk until we receive it at an RMA designated location. We therefore strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection. 

2. If you refuse / fail to accept delivery of products at delivery address (regardless of reason) and a carrier / transporter possesses, stores and/or attempts to return the products to us, you are responsible for risk of loss and cost (including return shipping fees that a carrier/transporter charge us). We will not accept return and/or process refund until we receive the products, complete inspection and confirm compliance with this return T&C.

3. If inspection shows that returned products is broken, damages, open box, used, the box/package is broken / damages, and/or not in its original conditions, certain parts or accessories missing, or we do not receive the returned products (regardless of reason):

1. Segway has the right to reject your return and ship it back to you at your expense and risk. Segway has the right to temporarily store returned products at your risk and expense, if Segway does not receive your payment for shipping returned products back to you or Segway is unable to ship products back to you. If we do not receive payment / are unable to ship it back to you for over sixty (60) days after our notice, returned products will be conclusively deemed as abandoned by you. Segway has the right to dispose of your products (such as sales by discount, scrapping) as it deems proper, recoup the expenses from any proceeds received therefrom, and refund you remaining proceeds (if any). 
2. Alternatively, per your consent, we will not return the products to you. Instead, we make additional deduction from the refund for compensation for loss of the products’ value. 
3. If damages to box / products are due to our shipment of products to you, this will not affect your return right and you will not be responsible for damages to the extent that is caused by our shipment, provided that you must have reasonably documents (video / photo) to show that such damages exists at the time of your receipt of products. 

 

5. Promotion, Coupons and Segway Mileages.

1. Any special terms for a transaction, such as promotion, discount, free-shipping, different return T&C, extended warranty, other benefits, shall apply only to sales that are complete when such special terms are available. If a transaction having such special terms is cancelled or products are returned, such special terms will NOT be extended, carried over or reserved for a later transaction. 

2. Any coupon / store.segway.com credit used for payment will be refunded / returned by the same, and they shall not be refunded by cash.

3. If you earn any benefits, such as Segway Mileage points, from purchase that is later cancelled / products is returned, such benefit shall be voided / forfeited. 

 

6. Contact. Segway customer service support line at: 1-866-4SEGWAY (1-866-473-4929). The support line’s business hours are open Monday through Friday 5:30 am to 5:00 pm, Pacific time.

 

7. Miscellaneous. (a) If damages / loss of returned products and/or failure to comply with the return terms and conditions are due to our fault, you will not be responsible for it. (b) This Return T&C is NOT a warranty. (c) We reserve all the right for final explanation. We reserve the right to modify and change the Return T&C.