Your cancellation request must be completed no later than 1 hour after you passed the order or you are not able to cancel it before it reaches you. If your order has been processed within the 1 hour after the order, we can't cancel your order even if your request has been completed in time.
But, remember that you still have the right to cancel for up to 14 days after you’ve received it.
Our policy lasts 14 days. If 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and protection films.
To be eligible for a return, your item must be clean and without any trace of use.
To complete your return, we require a receipt or proof of purchase.
Our team will provide you with a return form to fill out and to put into the returned package.
Please do not send your purchase back to the manufacturer.
Please do not send your purchase back to our office, only our warehouse can accept the returned products.
Once you’ve confirmed with us you’d like to cancel your order, you then have a further 14 days to return it.
The adress for returns is :
Mr. Chen Zhao for The Hoverboard,
21 rue Saglio, 67100 Strasbourg, France
Our fulfillment center is a subcontractor and doesn't answer to our clients. This adress is available for returns only. Any request sent to this adress will not be taken into account and no reply will be given.
For any request please contact our team by mail at email@example.com or via our official adress.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
Please understand that you have to return a product in the same condition you want to receive : brand new.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are constated defective or damaged at delivery. If you need to exchange it for the same item, send us an email at email@example.com
If it was not clear to us at the moment of purchase that it was essential and you didn’t make us aware you needed your goods delivered by a certain date or time frame, you should give us another opportunity to deliver your goods even if the parcel is late.
Items may be left with a neighbour or in a safe place unless you specifically say that you're not happy with that arrangement at the moment of purchase.
We might change the carrier if necessary, the service remains the same.
We do not guarantee shipping time.
We do not guarantee processing time.
We do not guarantee delivery time, except under the legal 30 days timeframe.
All our orders are sent from our warehouse in Western Europe, located in Strasbourg (France).
The insured shipping by DHL usually is up to 7 working days long, excluding preparation of order, handing to the carrier and dispatch by the carrier which are 1 to 3 working days long. Working days are from Monday to Friday, excluding public holidays.
To return your order, you will be responsible for paying for your own shipping costs for returning your item. Those shipping costs are non-refundable. If you turn down a parcel at delivery or don't pick-up a parcel, returns fees will be applied : £14.95 per parcel. If you receive a refund, the cost of return shipping will be deducted from your refund.
While you have to pay to return the goods, we have to refund the basic delivery cost of getting the goods to you in the first place. We only have to refund the basic cost which is 0£ on our website and therefore not refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Therefore, you can't legally apply for a chargeback before 30 days after you passed the order as we do not promise to deliver you within a specific timeframe except the legal one.
By agreeing to our T&Cs when placing your order, you agree to these arrangements complying with Consumer Contracts Regulations and Consumer Rights Act.