Return Policy

Scope and Consumer Rights

This policy applies to QRONGE Electric Dirt Bikes and related products sold through QRONGE authorized channels in the covered European countries listed below. Please review the product details carefully before placing an order. If you have questions, please contact our customer support team before purchase.

 

Customers may have consumer rights under the laws of the country where the product was purchased. Nothing in this policy is intended to exclude, restrict, or replace those rights. If any provision conflicts with applicable local laws or regulations, those local laws and regulations shall prevail.

 

1. Overview

For product defects or other quality-related issues, QRONGE will provide technical support. Where necessary, QRONGE will provide replacement parts and cover applicable repair, replacement, material, labour, or shipping costs as required by this policy or local law.

 

For non-quality-related reasons, customers may request a return or exchange within 15 days of delivery, subject to the conditions below and any rights under local law.

 

2. Order Cancellation - Undelivered Items

Before shipment: If you contact us within the allowed timeframe and the order has no tracking number, you may be eligible for a refund through the original payment method. Once a tracking number exists, even if the carrier shows “not picked up,” the item is considered shipped and the after-shipment policy applies.

 

After shipment: If you cancel or refuse delivery for non-quality-related reasons, you are responsible for the relevant outbound and return transportation costs, totaling €150 per bike, even if the order originally included free shipping. Orders already processed and submitted to the warehouse cannot be canceled under the before-shipment process.

 

Because orders are processed quickly, contact support@qronge.eu within 12 hours of ordering to request cancellation. Once sent to the warehouse, cancellation is no longer possible under the cancellation process; the return process may apply instead.

 

3. Return Period and General Conditions

You may request a return of an eligible Electric Dirt Bike within 15 days of delivery. All supplied accessories and parts must be returned. If local law provides a different or longer cancellation or return period, the local rule applies.

 

Request a return by email or through the return/cancellation form at qronge.eu/support. We may request your order number, product and packaging photos, and a description of the request.

 

4. Product Condition and Packaging

· New and unopened: Return the product in like-new condition with all original parts, accessories, manuals, tools, and packaging materials.

· Opened or inspected: You may inspect the product to confirm its nature, characteristics, and function. For an Electric Dirt Bike, an odometer reading below 16 km is generally a reference for reasonable inspection, but the final assessment may consider condition, use, missing parts, damage, cleaning, and resale impact.

Keep the original box and packing materials for at least 30 days after delivery. If unavailable, use suitable protective packaging. Where local law permits, missing accessories, inadequate packaging damage, or use beyond reasonable inspection may lead to a deduction for diminished value.

 

5. Costs for Non-Quality-Related Returns and Exchanges

For non-quality-related returns, cancellations after shipment, refuused shipments, or model exchanges, €150
per bike may be deducted from the refund or charged to thecustomer to cover relevant direct
transportation costs.

Where local law permits, if the product was handled or used beyond what was reasonably necessary for inspection, QRONGE may deduct the actual diminished value, assessed by condition, mileage, missing parts, damage, cleaning needs, and resale impact.

 

For confirmed product defects or quality-related issues, QRONGE will cover necessary return shipping, repair, replacement, material, and labour costs as required by this policy or local law.

 

6. How to Start a Return or Exchange

All returns and exchanges must be approved before shipment back so we can provide the correct address, packaging and carrier instructions, and service solution. An unapproved return may be refused if it cannot be identified or safely processed.

· Submit: Email support@qronge.eu with your order number, a clear description, and product and packaging photos or videos.·  

· Review: We assess the request based on order details, product condition, and applicable policy terms.

· Instructions: After approval, we email return instructions and, where applicable, a return label or authorization information.

· Return: Securely pack the product in its original box or suitable protective packaging and include every supplied part and accessory.

·  For a customer-arranged non-quality-related return, the customer is responsible for safe and successful delivery. QRONGE is not liable for return-shipment damage, loss, or incidents arranged by the customer. Additional shipping insurance is strongly recommended.

 

7. Exchange Policy

Model exchanges are available only for Electric Dirt Bikes and only when this return policy is satisfied. Contact customer service first; you may then place a new order for the desired model and return the original product through the approved process.

 

Every exchange requires prior email approval. Free shipping does not apply to non-quality-related Electric Dirt Bike exchanges. The customer bears return and reshipment costs unless local law requires otherwise or QRONGE approves otherwise in writing.

 

8. Returns Due to Shipping Damage

You may refuse a package if severe shipping damage functionally compromises it, such as deformation of the main structure that makes normal use impossible. File a damage report with the carrier and contact support@qronge.eu promptly, preferably within 7 days of receipt, with photos or videos showing missing parts, severe damage, or other quality issues. We will assist with a replacement or other appropriate solution.

 

Photos and/or videos are required to assess and resolve the issue. The recommended 7-day reporting period does not limit rights under local law.

 

The following are generally minor damage and do not normally qualify for a free exchange or refund unless normal use is affected or local law provides otherwise:

 

· Minor damage to external packaging.

· Small scratches or paint chips that do not affect normal use.

· Bent but reshapeable parts caused by transport.

· Replaceable bicycle parts on the handlebar.

9. Special and Non-Refundable Items

Where local law permits, the following may be excluded from QRONGE return or refund support. This does not affect rights for defective, damaged, or non-conforming goods:

 

· Special orders or customized items.

· Gift cards, complimentary items, free gifts, and promotional items, except when they must accompany the main product.

· Items that cannot be identified, inspected, or safely processed because required information or parts are missing.

· Accessories or replacement parts installed, damaged, or used beyond reasonable inspection, unless defective or otherwise eligible under local law.

10. Refund Processing

Eligible refunds are issued to the original payment method. After receipt and warehouse inspection, we aim to process the refund within 2 business days where possible. The bank, card issuer, or payment provider controls posting time, which is usually several business days but may take up to 30 days.

 

Standard delivery charges paid by the customer will be refunded where required by local law. Extra charges for special delivery options may not be refundable unless applicable law requires otherwise.

 

For orders using a discount code, refunds are based on the amount actually paid and the applicable discount allocation. If an alternative payment method is needed, QRONGE does not cover fees charged by banks, payment processors, or third parties unless required by law.

 

11. Shipping Cost Notes

An Electric Dirt Bike’s purchase price may include QRONGE's outbound shipping cost. After dispatch, a non-quality-related cancellation or return may result in €150 being deducted from the refund to cover total outbound and return transportation costs. A non-quality-related exchange after dispatch may be charged €150.

 

These charges apply only where permitted by local law and do not apply to confirmed quality-related issues for which QRONGE must bear the cost.

 

12. Return / Cancellation Request Information

To request a cancellation, return, or exchange, contact support@qronge.eu or use the form at support@qronge.eu. Include the following where applicable:

 

· Order number.

· Customer name and contact information.

· Delivery address and country of purchase.

· Product model.

· Reason for the request and preferred solution.

· Photos or videos of the product, packaging, and relevant issue.