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Warranty, Return & Refund Policy

Return Applicability

Please note for the following cases consumers can request return item(s).
1. Item(s) have no defective parts, no artificial breakdowns, no destroy in package, accessories, user manuals or have not been activated yet within 7 days (including working days and weekends) since received.
2. Item(s) are found with obvious defective parts and have not been used yet within 7 days (including working days and weekends) since received.
3.From the date of receipt of the package within 14 days, without justifying the reason for the return

Special Notes:

If you buy oversized products such as electric bicycle or electric scooter from cafago,  you need pay the products shipping cost and return cost due to your personal reason.

Items Are Missing From My Order, What Can I Do?

Possible reasons:
Order Split Shipped: Check your order whether it has not been split shipped. Contact our Customer Service.
Ordered from different warehouses: If you ordered from 2 different warehouse the order will have multiple shipments.
CAFAGO made a mistake: On rare occasions an item maybe missed during packaging.
Parcel damaged or items removed: The package seems modified or damaged and items may have fallen out.
If you have checked, there is still something missing. Take photos of what has arrived and email what is missing to our Customer Service, including your order number and a copy of the parcel declaration.

I received an incorrect item.

1. Please contact us by telling the order number and the details you received.

2. Our Customer Service team will respond to you within 24 hours.

3. Once Customer Service confirms an item is incorrect, we will provide information on sending it back to us.

4. Once we receive the incorrect item, we will begin processing the correct item for you.

An item was damaged during shipping.

If your item was damaged during shipping, you are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service with graphs clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it and send email to us about the case for a reship.

Item is not as described.

If the items received are not the one you ordered or not as described, you can choose to keep the item at a discounted price or request a replacement or a full refund by contacting us.

* Exceptions for Returns

Please note for the following cases CAFAGO.com has the right to refuse consumers to return items.
1. Consumers did not require the delivery staff to return item(s) on receipt of defective item(s).
2. Any return request that beyond 7 days (including working days and weekends) starts from the date consumers receive item(s).
3. Any artificial breakdowns or unauthorized modification on items.
4. Consumers are unable to provide verified ordering provement from CAFAGO.com, or artificially change order details.
5. Consumers artificially tear or alter item logos, series No. or waterproof signal etc.
6. Item broken due to force majeure (natural disasters etc.).
7. Any breakdowns of operations or set-ups that are not followed by product user manuals.
8. Item(s) have not been sent out within 7 days (including working days and weekends) after we have confirmed return request with consumer.
9. Item(s) were activated beyond 30 days (including working days and weekends) after receiving.

How to Return Items

Step 1: Please firstly contact our customer service via email service@cafago.com.

Step 2: Please mark the order number, your phone number and write down "Return" on the package. You should also let us know the tracking number after you have sent it out.

Step 3: We will arrange reshipment after receiving your returned items. Or we will send back your money to your bank within 10 working days upon we have confirmed your refund request. Please contact your bank for your order refund follow-ups. Please contact us for any further issues about returns through email service@cafago.com.

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