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Return Policy

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Effective Date: 20.05.2025
Last Updated: 20.05.2025

1. Eligibility for Return

We accept returns on most products within 10 days from the date of delivery, provided the following conditions are met:

  • The product must be in new, unused, and resalable condition.

  • The product must be returned in its original packaging, including all accessories, manuals, and labels.

  • For electrical items such as electric mopeds, returns are only accepted if the product is in its original condition and has not been used or activated.

2. Non-Returnable Items

The following items are non-returnable:

  • Used or activated electric mopeds.

  • Customized products or products made to your specifications.

  • Gift cards or any digital products that were delivered electronically.

  • Personal care items (e.g., helmets, protective gear) for hygiene reasons.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer support team at logistics@istlift.com  within 5 days of receiving your product. Provide your order number and the reason for the return.

  2. Return Authorization: Our team will guide you through the return process and provide you with a Return Merchandise Authorization (RMA) number.

  3. Packaging: Pack the item securely in the original packaging to prevent damage during return shipping.

  4. Shipping: You will be responsible for the cost of return shipping, unless the item was defective, damaged upon arrival, or an error occurred with your order.

  5. Inspection: Once we receive the returned item, it will be inspected to ensure it meets our return conditions.

4. Return Shipping Costs

  • Defective or Damaged Items: If the product arrives damaged or defective, we will cover the return shipping costs. We will also arrange for a replacement or full refund.

  • Change of Mind (except products made under your specifications): If you change your mind about the purchase, you will be responsible for the return shipping costs.

5. Refunds

Once your return is approved, we will process your refund according to the following:

  • Refund Method: Refunds will be issued to the original payment method used during purchase.

  • Processing Time: Please allow 10 business days for the refund to be processed after the item has been received and inspected. Your bank may take additional time to reflect the refund in your account.

  • Restocking Fee: In some cases, a restocking fee of 5% may be applied to the refund for returned products. This fee is deducted from the total refund amount.

6. Exchanges

If you wish to exchange an item (for example, for a different size or model), please contact our customer service team. We will guide you on how to return the original product and place a new order.

7. Damaged or Defective Products

If you receive a product that is damaged or defective, please contact us immediately within 5 days of receiving the item. We will provide you with a full refund or replacement at no extra cost. Please keep the product and packaging as they may be required for return shipping or to file a claim.

8. Warranty

  • Electric Mopeds: Our electric mopeds come with a manufacturer warranty of 6 months. Warranty coverage includes defects in materials and workmanship but does not cover damage caused by misuse, accidents, or unauthorized modifications.

  • Accessories: Accessories, such as helmets, chargers, and protective gear, may have separate warranty policies. Please refer to the product-specific warranty details.

9. Contact Us

If you have any questions or need assistance with a return, feel free to contact us at:

📧 Email: director@istlift.com
🕒 Working Hours: 9am-6pm

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