Segway Ebike Return and Refund Terms & Conditions Page

1. Applicability.

This Return T&C applies solely to Ebike orders placed on store.segway.com and fulfilled through the Online-to-Offline ("O2O") fulfillment model, including pickup at an authorized Segway O2O partner store or delivery arranged by such authorized store. This Return T&C constitutes an integral part of the applicable OTO Sales of Goods Terms and Conditions.

If Segway provides different return or cancellation rights in writing for a specific O2O transaction and you accept them, this Ebike Return T&C shall be deemed modified to the extent of such different terms, and all remaining provisions of this Ebike Return T&C shall continue to apply.

For clarity, this Ebike Return T&C does 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 or pick-up, and (iv) any of your other legal rights that are not modified by this agreement and/or cannot be changed by this agreement.

If your product was purchased from an authorized dealer, third-party platform, or individual seller, please contact the original seller directly for return or warranty support.

2. Return Process Overview (Customer Journey).

Special Notice for Black Friday and Christmas Holiday Sales Season (if any): Before your order is processed, a limited cancellation window applies.

A. Before your order is processed:

After you place your O2O order, you have a limited cancellation window during which your order can be canceled without additional processing. Once this window closes, cancellation options may change.

B. After your order is processed and before pickup or delivery:

Once your order has entered the preparation stage, you may still request a cancellation. If approved, a 25% restocking fee and any applicable flat handling fee will be deducted from your refund.

C. After Picking-up / Delivery (Day 1-30):

For Online-to-Offline (O2O) Ebike orders, returns are only accepted for new and unused Ebikes that meet the conditions listed below. Used Ebikes are not eligible for return or refund. All approved returns are subject to applicable fees and must be returned to the original pickup dealer location. Any post-pickup product issues will be handled under the Segway Warranty Policy.

3. Restocking Fee & Shipping Fee (O2O Ebike Orders).

The following restocking fees apply to approved cancellations or returns of O2O Ebike orders. All applicable fees will be deducted from your refund.

Additional Notes:

• The restocking fee consists of a fixed shipping fee plus 25% of the original purchase price.
• Restocking and shipping fees are non-refundable.
• Fees may vary by model due to differences in size, weight, handling, and dealer preparation costs.
• We do not accept any returns or exchanges after 30 days from the pick-up / delivery date. Any product concerns raised beyond this period will be handled exclusively under the applicable Warranty Agreement.

4. Non-Returnable Items & Exclusions from Return.

Subject to Section 1 or unless otherwise required by law, there is no right to return for the following:

Excluded Products: A refund is available only if you cancel within the 0.5 to 6.5-hour cancellation window for the following items:

Excluded Transactions: No right to return for the following transactions / reasons:

• Price matching (unless a written low-price guarantee applies).
• Partial shipments or multi-warehouse deliveries.
• Minor outer box damage that does not affect product functionality.

5. Refund Process & Timeline (Estimated).

The entire refund process may take up to 25-30 business days after the returned item is received. Your payment method and bank processing time may affect the actual refund processing time.

If your original payment card or account has been closed or disabled, Segway will issue the refund via ACH. You will be asked to provide your bank account information to complete the refund.

6. Return Process & Inspection.

Please contact Customer Service to obtain an Authorization (such as a Work Order Number) before returning any item.

• Once the return or cancellation is approved, the customer shall return the item to the original pickup dealer location within fourteen (14) days from the date of authorization.
• Upon receipt, the returned item will be inspected. If the product is used, damaged, or missing parts, Segway reserves the right to refuse the return or deduct the refund amount proportionally.
• For refund processing times, please refer to Section 5 above titled "Refund Process & Timeline (Estimated)".
• If the returned item is not received by Segway, the refund cannot be processed.

7. Promotions & Coupons.

(a) 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 completed 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.

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

8. 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 Ebike Return T&C is NOT a warranty.

(c) We reserve all the right for the final explanation. We reserve the right to modify and change the Ebike Return T&C.

9. Contact.

Customer Service Hotline: 1-866-4SEGWAY (1-866-473-4929).

Customer Service Email: technicalsupport@segway.com.

Hours: Mon-Fri, 7AM to 4PM Pacific.