Refund policy

At Youlon, customer satisfaction is at the heart of everything we do. For any questions about returns, exchanges, or warranty services, our customer support team is here to help—whenever you need us.

Order Cancellation

  • Cancellations made before the package is shipped are eligible for a full refund.
  • Cancellations after the package has been shipped: A $25 fee will be charged for order interception, and successful interception cannot be guaranteed. If the interception fails, customers may return the product after receipt. The return shipping fee shall be borne by the customer, and a 10% restocking fee will be deducted.

Product Replacement Process

  • If you need to apply for a product replacement due to a quality issue, please contact our customer service within 15 days after receiving the product to initiate the replacement process.
  • Our customer service team will guide you through the verification process to confirm whether there is indeed a quality problem with the product. If the quality problem is confirmed, we will arrange a return shipping label for you, and you will not be responsible for any additional fees.
  • Once the product is delivered to our warehouse and passes inspection, we will arrange for a replacement and ship out a new product. If the product requiring replacement is out of stock, we will process a refund for you.
  • If you wish to request a replacement even though there is no quality issue with the product, please contact our customer service within 15 days of receiving the product to initiate the replacement process. You must comply with the "Eligibility for Replacement" criteria outlined in our product replacement policy, and you will be responsible for the replacement shipping fee, which ranges from $50 to $150.
  • No product replacements will be accepted under any circumstances 30 days after the date of receiving the product.

Eligibility for Replacement

  • The product must be unused, free of dust, stains or odors, in its original packaging. For non-quality-issue products, electric scooters or electric bikes must have an odometer reading of less than 10 miles.
  • It must include all items in the original packaging (such as chargers, keys, hardware, etc.) and remain in the original packaging.
  • You will also need to provide the original proof of purchase.

Product Returns Process

  • If you wish to return the product within 30 days of receipt, please contact our customer service to initiate the return process.
  • The product must be unused, free of dust, stains, or odors, and kept in its original packaging. You will be responsible for the return shipping fee, which ranges from $50 to $150. (If the return is due to a quality issue, the return shipping fee may be waived depending on the circumstances.)
  • Once our warehouse receives the returned product and confirms it meets the return policy requirements, a refund will be processed via the original payment method used for your purchase.
  • Both return and exchange processes require the product to be shipped back to our warehouse for inspection before any subsequent steps can be taken. For any questions or concerns, please contact our customer service for assistance.
  • All returns must include the original packaging materials and shipping box. Accessories must be returned along with the product; otherwise, corresponding fees will be deducted. The product must be free of wear, stains, scratches, or signs of use, and its packaging and condition must be consistent with when it was received. The box must contain all items (batteries, chargers, keys, hardware, etc.). If the packaging or shipping box is damaged or discarded, the customer will forfeit the right to return the product due to defects or other reasons.

Situations applicable for unconditional refund

  • Customers cancel the orders before the package is shipped.
  • Customers receive incorrect products or defective products.

Situations applicable to quality issues

  • Replacement or return is supported (Youlon will bear the return shipping fee).
  • Necessary accessories required for repairs will be provided free of charge.
  • Partial refund is supported.

Situations applicable to accessory returns

  • Receiving incorrect accessories: Free replacement or full refund is available.
  • Damaged or missing accessories: Free replacement of accessories or partial refund is available.
  • Separately purchased accessories are not eligible for return.

Non-returnable products include but are not limited to

  • All separately purchased accessories
  • Custom-ordered products
  • Used products (except in cases of extreme damage/malfunction) 

Changing the delivery address
Once the product is shipped, the delivery address cannot be changed.

Customer refusal of the package
A shipping fee of $300 will be charged, or the customer will need to pay an additional $300 to arrange for reshipment. 

Notes

For returns, exchanges, or refunds, please send an email toYoulonRideService@163.com, stating the reason for return, attaching photos/videos of the product, and providing the order number. Once your request is approved, you may return the product to our U.S. warehouse and obtain the logistics tracking number for the shipment. We will not accept products returned directly without prior return application.

  • Customers should always keep the packaging box.
  • For damaged or missing accessories, the corresponding accessories can be sent free of charge or a partial refund can be provided.
  • For products returned or used for exchange, we will need 3-6 business days to process a solution after receipt. Once processed, the refund arrival time is as follows:

    Refund to PayPal account: up to 48 hours.

    Credit card refund: 3-14 business days.

  • Regarding returned products

    If the returned product is severely damaged due to improper packaging, we will     deduct 40% of the product price as a handling fee.

    If the returned product has no packaging, we will deduct 60% of the product         price as a handling fee.