RETURNS
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Returns are not accepted after 14 days of the delivery date.
To be eligible for a return, your item must be in the same condition you received it, unused, and must include all items that were inside the box (charger, keys, hardware, etc.), and in their original packaging . You will also need the original proof of purchase.
Damage and problems
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so we can assess the problem and resolve it.
To initiate a return, you can contact us at info@sansaenergy.com. If your return is accepted, we will send you a return shipping label as well as instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted. SANSA Energy is not responsible for the cost of shipping the package returned by the customers themselves.
You can always contact us for any return questions at: info@sansaenergy.com
ITEMS CANNOT BE RETURNED:
1. Unauthorized reseller product.
2. The damage is caused by humans.
3. Special order and/or custom or custom product.
4. Products from giveaways or free items.
5. Online sale accessories (including fenders, gift box, roof bag, helmet, controllers, phone holder, air compressor, waterproof cover, lock, rearview mirror, etc.)
6. Additional accessories purchased (if purchasing aftermarket accessories directly from SANSA Energy, please make sure it is the part you need before purchasing from us).
Shipping and handling fee for return of poor quality problems:
1. Request price before sending your shipment
Refunds
|
Refund conditions |
Quality problems | Full refund and partial refund are accepted |
| Receive incorrect products | FREE for product exchange | |
| Damaged or missing accessories | Free to send accessories or accept partial refund | |
| The package cannot be delivered or is missing | free shipping accepted | |
| The customer cancels the order before the package is shipped. | 15% of the total amount will be deducted as a processing fee. | |
| The customer cancels the order after sending the package. | Customers must pay for new shipping to our facilities and only the amount of the order can be returned without shipping costs and taxes, if any. | |
| About refund difference price | 1. Partial refund of the price difference within 7 days.
2. Not acceptable (free gift can be sent) for 7 days Nota: SANSA Energy has the right to organize any event promotion. |
|
| Change delivery address | The address cannot be changed after shipping. | |
| Customers refuse to accept the package. | The customer will have to pay the additional costs for resending | |
| Refund for quality problems | 1. Within 14 days: free return or exchange for defective products. Shipping costs and taxes (if any) cannot be refunded.
2. More than 14 days: returns are not accepted. You must take a video or photo to show the problem of the product before repairing it. |
|
| Refund for non-quality problems | Only refund within 14 days: unused, unopened, unused package, the product must be free of wear, dirt, dust, fragrance or any other signs of use and must be in the same packaging and condition in which you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.). We will deduct the restocking fee and the shipping fee (to be consulted depending on the product and area) when we make a refund for non-defective electrical equipment. SANSA Energy, does not assume the package box fee. | |
| 12 month warranty | If you believe your item is defective and you purchased it within 1 year, please contact us at: info@sansaenergy.com and provide photos or videos containing the actual defects, as there may be a simple solution for your problem. SANSA Energy support team could provide you with technical solutions.
If the issues still cannot be resolved, we recommend that you take the item to your local SANSA EnergyDealer. If there is no SANSA Energy dealer in your area, we will put you in contact with a technical service in your area for repair and we will reimburse you for the defect. Please note that to be eligible for the refund: A) Valid printed invoice/digital invoice from the repair shop (handwritten invoices are not eligible). B) The amount of the refund may not exceed double the price of the parts corresponding to the repair. C) We do not offer exchanges when parts are damaged again. Only one replacement per piece will be accepted. SANSA Energy reserves the right to determine between defective products and normal wear and tear. |
1.- For electric vehicles or batteries returned with our return label provided, our warehouse needs five business days after receipt to confirm the condition of the vehicle or battery.
After we confirm that the returned item matches the buyer’s description, a refund will be issued within 1 to 2 business days.
2.- If you return the item yourself, you must provide us with an image of the delivery note, the tracking number and the name of the carrier. After the package logistics tracking shows delivery, we need five business days to confirm whether the package status matches the buyer’s description; We will refund you within 1-2 business days after confirmation.
If the model of the electric vehicle or battery returned does not match the order information, SANSA Energy cannot offer a refund.
If the condition of the returned electric vehicle or battery does not match the description before the return, a certain percentage will be deducted from the amount. SANSA Energy will reasonably deduct the specific deduction rate depending on the loss of parts.
How can I get a refund?
If you confirm that you wish to make a return and request a refund, you can contact our support team to obtain a return label; We will refund you after receiving the returned package.