Return & Refund Policy

CIYOMY RETURN & REFUND POLICY

1. General Policy

  • 30-Day Return Window: Eligible only for unused, unassembled products in original condition (see Section 3).

  • All refunds require manual approval (no automatic approvals).

  • No free return shipping: Customers bear return costs unless proven manufacturing defects.

  • Zero tolerance for misuse: Damage from overloading (> max weight), crashes, or modifications voids return eligibility.

2. Return Conditions

Strict Requirements

✔ Must be:

  • In original packaging (no tears/alterations).

  • All parts included (batteries, chargers, tools, manuals).

  • Factory reset (no software/data traces).

  • No dirt, scratches, or signs of use.

✖ Automatically Rejected if:

  • Assembled, ridden, or tested outdoors.

  • Missing parts or damaged packaging.

  • Purchased during sales (marked "Final Sale").

3. Return Process

Step 1: Submit a Request

  1. Contact support@ciyomy.com with:

    • Order number.

    • 4+ photos/videos showing:

      • Product serial number.

      • Original packaging + all accessories.

      • Defects (if applicable).

  2. For damage claims: Add a 30-second video demonstrating the issue.

Step 2: Rigorous Review

  • 48-hour inspection: Our team verifies:

    • Purchase date + order history.

    • Consistency between claims and media proof.

    • Signs of misuse (e.g., tire wear, impact marks).

  • Approval/Denial: Email notification with detailed reasons.

Step 3: Return Shipping

  • Customer-paid return: Approved returns receive a prepaid label quote (actual cost + 10% handling fee).

  • Warehouse inspection: Refund issued only after passing QA checks (3–5 business days).

4. Refund Rules

  • Refund Method: Original payment (7–10 business days after approval).

  • Deductions:

    • 15% restocking fee for non-defective returns.

    • Cost of missing/damaged parts (e.g., $25 for a lost charger).

5. Warranty (Manufacturing Defects Only)

  • 1-Year Coverage: Motor, battery, or electrical failures.

  • Process:

    1. Email support@ciyomy.com with:

      • Proof of defect (video required).

      • Purchase receipt.

    2. If approved, we ship replacements after receiving the faulty unit.

6. Contact