Returns, Refunds, Cancellation, & Warranty

FAQs and WARRANTY

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1. ARE THE PRODUCTS PURCHASED THROUGH EX-AUTOMOTIVE.COM GENUINE, AND ARE THERE MANUFACTURERS’ WARRANTY FOR THE SAME?

EX Automotive sells only products that are original/genuine, and are covered under warranty provided by the manufacturer/brand of the particular product

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2. IF THERE IS AN ISSUE WITH MY BICYCLE, DOES EX AUTOMOTIVE TAKE RESPONSIBILITY?

Upon delivery and unboxing of the bicycle/product, if you find any defect, you should intimate EX Automotive regarding the same immediately without any delay. EX Automotive shall, take all reasonable efforts to rectify the same in conjunction with the respective brand/manufacturer. The final solution/course of action is at the sole discretion of EX Automotive. As EX Automotive is a multi brand store for electric bicycles, the sole responsibility for any defects does not lie with EX Automotive, however, EX Automotive will take all reasonable efforts to resolve the issue for the customer by engaging with the vendor/manufacturer of the product.

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3. DOES WARRANTY COVER ALL THE PARTS OF MY ELECTRIC BICYCLE/PRODUCT?

The terms and condition of warranty for any part of the bicycle/product vary for each brand/manufacturer. The same shall be available on their respective website. In case of any warranty claim, EX Automotive shall provide all reasonable assistance for your claim/communications between you and the brand/manufacturer.

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4. WHAT IF THE ELECTRIC BICYCLE/PRODUCT I HAVE RECEIVED IS DEFECTIVE?

EX Automotive undertakes a rigorous ’20-Point’ checklist on every electric bicycle once the same has been fully fitted to ensure that there are no damages/defects to the bicycle prior to shipping the same to you.

In case of any manufacturing defect that is noticed upon delivery of the electric bicycle/product, the same shall have to be raised with the respective brand/manufacturer through EX Automotive, and EX Automotive shall extend all reasonable assistance in this regard.

In case of any damage during transit, you shall intimate us immediately upon unboxing the bicycle/product, and provide pictorial evidence of the damage to the same. The electric bicycle/product shall be in an unused condition at the time of intimating us regarding such damage. Upon receipt of your complaint, EX Automotive shall forward the same to the transit partner and seek a resolution for the issue.

Any request for the return of the bicycle/product shall be at the sole discretion of EX Automotive. In case of a return being approved by EX Automotive, all items must be returned in their original condition along with the following:

• Original invoice from EX Automotive

• User manual and other documents

• Accessories provided at the time of sale of the electric bicycle

• The original box, intact, along with the packaging as delivered.

EX Automotive shall have the right to reject the return pickup if the items are not returned according to the above mentioned.

Any other damages that may have occurred to the electric bicycle/product shall be your responsibility. The same shall also not apply to normal wear and tear, nor to defects, malfunctions or failures that result from the abuse, neglect, improper maintenance, alteration, modification, accident, or misuse of the electric bicycle/product. However, EX Automotive will advise you regarding rectification of the said issue.

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CANCELLATIONS, RETURNS,  & REFUND TERMS

All electric bicycles/products sold through ex-automotive.com are put through stringent and thorough quality checks prior to being shipped to customer. EX Automotive only ships original products to ensure our brand integrity and maintain integrity and transparency to our customers. We strive for complete satisfaction of usage for the electric bicycle/product ordered by you. Cancellation/refund shall be entertained based on the below mentioned circumstances.

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TRANSIT RELATED DAMAGES 

In case of any transit damage to the electric bicycle/product, upon the same being delivered to you, you shall intimate to EX Automotive within 24 (Twenty Four) hours of initial receipt of the same. For the purpose of verification of the claim, the requirements as listed below shall be shared with us.

• picture/video (in case of moving parts) of the damage;

• invoice copy of the electric bicycle/product; and

• Picture of the picture frame number on the bicycle.

EX Automotive shall assess the extent of damage to the electric bicycle/product and shall take best efforts to ensure the same is rectified to your satisfaction, either by replacing the damaged part or reimbursing cost of service to you. If such damage cannot be rectified, CMB shall process the return of the product and replace the bicycle/product (or) refund the money paid by you.

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CANCELLATION AND REFUNDS

If you wish to cancel the order prior to shipping of the product, there will no extra charges and only the transaction reversal amount of 3% (three percent) will be applicable.  If the cancellation happens after the product is shipped, a nominal cancellation charge of Rs. 1200/- (Rupees One Thousand Two Hundred only) along with a transaction reversal fee of 3% (Three Percent) of the amount paid will be deducted prior to processing the refund to you. This shall be at the sole discretion of EX Automotive. Customers are provided with a 24 hours (calculated from time of order placed)  'think through' time for cancellation without any charges (except transaction reversal charges)

Cancellation or return after receipt of the product without an valid reason/damage will not be entertained.

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WARRANTY CLAIMS 

For any warranty related issues that may arise with respect to the electric bicycle/product upon the same being delivered to you and being communicated to EX Automotive with below details,

• picture/video of the part in question;

• invoice copy of the bicycle/product; and

• Picture of the picture frame number on the bicycle.

EX Automotive shall, taking into consideration the warranty terms set out by each brand, liaise with such brand to address the issue on a best effort basis. Any costs related to the procurement and supply of the replacement part/product in question shall be shipped to you free of cost. In case of returning of the product in such cases will be as per the terms from the manufacturer of the product and refunds will be processed accordingly.

All warranty will be covered as per the manufacturer of the product.

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UNAVAILABILITY OF PRODUCT

If the product ordered is not available with the brand for any unforeseen circumstances, EX Automotive will offer a 100% refund to the customer through the Original Mode of Payment.

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REFUND PROCESS

In case a refund is approved by EX Automotive, the mode of your refund to be processed depends on your original payment method. If you have paid by credit/debit card/internet banking, refunds will be sent to the respective bank within 5 (Five) to 7 (Seven) business days of receipt of the returned item or cancellation request. Please contact your bank with questions about when the credit will be posted to your account. For further queries, you can contact us.

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