Refund & Return Policy
Last Updated: March 2026
1. Company Information
This website is operated by Sync Smart Technology Co., Ltd.
Official Website: joyorride.com
Support Email: info@joyorride.comBy completing checkout and placing any order on our website, you acknowledge and fully agree to all terms set out within this Refund & Return Policy.
2. Order Cancellation
Before Shipment
All orders can be cancelled free of any fees before warehouse processing and dispatch.
If payment has already been captured, we will issue a full refund back to your original payment account.
After Shipment
Once goods have left our warehouse and entered courier transit, any cancellation request will be classified as a standard return request and subject to all rules in this policy.
3. Return Eligibility Window
You may submit a return request within fourteen (14) calendar days from the day you receive your JOYOR electric scooter.To qualify for a valid return, all below requirements must be met:
- The product is returned in its complete original factory packaging
- All original accessories, user manuals, chargers, spare keys and bundled components are included and undamaged
- Valid order proof of purchase is provided
- The unit shows no signs of intentional damage, self-modification or improper abuse
We reserve the right to reject returns submitted after the 14-day return period expires.
4. Non-Returnable Items
The below categories of goods cannot be returned, unless mandatory local consumer protection laws require acceptance:
- Customised, bespoke or special pre-order scooters
- Digital gift cards and store credit vouchers
- Free promotional giveaway merchandise
- Consumable wearing parts (tyres, brake pads, grips etc.)
- Units damaged by user misuse, traffic accidents, improper storage, unauthorised disassembly or self-repair
- Scooters with scratched, removed, altered or unreadable serial identification numbers
5. Returns Due To Customer’s Change Of Mind
Customer remorse returns cover scenarios including but not limited to:
- Simply changing your mind after purchase
- Accidentally ordering an incorrect scooter model
- Mistaken duplicate orders
- No longer requiring the product
- Personal preference dissatisfaction
For all change-of-mind returns:
- You are fully responsible for all return delivery shipping fees
- The original outbound shipping cost paid at checkout is non-refundable
- Courier collection surcharges and transit fees will be deducted from your final refund amount
- Where permitted by local consumer law, a restocking, quality inspection and handling fee of up to 15% of the full product purchase price will apply
All refund deductions correspond to actual logistics costs and any loss of resale value of the returned unit.
6. Opened & Lightly Used Products
You may unpack and test the scooter to reasonably inspect its function and condition.
If the returned scooter displays wear beyond basic inspection, such as:
- Heavy mileage from extended riding
- Visible scratches, dents, frame damage or missing original parts
- Condition that prevents resale as brand-new stock
We will deduct an amount proportional to the reduced second-hand market value of the scooter from your refund after warehouse inspection. The exact deduction value will be confirmed based on the physical condition of the returned unit.
7. Refused Deliveries
If you refuse delivery of an order shipped accurately to the address you entered at checkout, you will be liable for all associated costs including:
- Full return shipping charges
- Courier admin and handling surcharges
- Warehouse receiving and restocking fees
- Any extra expenses generated during the return transit process
All such costs will be subtracted from any refund you are eligible to receive.
8. Returns Caused By Incorrect Shipping Address
You are responsible for inputting complete, accurate delivery information during checkout.
If your package cannot be delivered due to incomplete, misspelled or wrong address details provided by you, all additional storage, redelivery and return freight fees will either be deducted from your refund or invoiced separately.
9. Damaged, Defective Or Wrong Item Deliveries
Please fully inspect your scooter immediately upon receiving your package.
Contact our support team within seven (7) calendar days of delivery if your item arrives:
- Damaged in transit by the courier
- Factory defective from manufacturing faults
- Significantly mismatched to the model/version you ordered
Support contact: info@joyorride.com
When submitting your claim, kindly attach:
- Your unique order number
- A clear written description of the fault or issue
- Photos or video footage that clearly display the damage, defect or discrepancy
After our team verifies your claim, we will offer one or more of the following solutions according to the situation and local consumer legal rights:
- Free replacement spare parts
- Professional repair service
- Full unit product exchange
- Partial proportional refund
- Complete full refund
10. Mandatory Return Authorisation
Before sending any product back to our warehouse, you must first email info@joyorride.com to obtain official return authorisation.
Packages returned without prior approved authorisation may face long processing delays or outright rejection by our receiving team.
Do not ship goods to any address other than the return warehouse address provided by our support staff.
11. Shipping Costs For Defective Product Returns
If your return request is approved due to verified factory defects, transit damage or our order fulfillment error, we will cover return shipping via one of the two methods:
- Supply a pre-paid courier return label for you to use, where local logistics services allow
- Reimburse your reasonable return delivery expenses after we receive and inspect the returned unit
12. Refund Processing Timeline
Once your returned scooter arrives at our warehouse and passes full inspection, we will send you an email notification confirming your refund approval status.If your refund application is approved:
- Funds will be processed back to your original payment method
- Internal refund processing normally takes 3–10 business working days
- Additional processing delays may apply depending on your bank or payment provider’s settlement schedule
13. Circumstances Where Refund Requests Will Be Rejected
We reserve the right to decline your refund request if:
- The returned product does not match the item listed on your original order
- Key original components, accessories or packaging are missing
- The unit has sustained intentional physical damage
- Unauthorised hardware modifications or disassembly have been performed
- The scooter’s serial number is scratched, covered or removed
- Inspection evidence proves damage from user negligence, rough handling or lack of routine maintenance
14. Independent Warranty Coverage
This Refund & Return Policy operates separately from our official Manufacturer Warranty Policy.
All warranty-related claims follow the rules outlined in our dedicated Warranty Policy page, with available resolutions including component replacement, repair work and other support solutions depending on the specific fault.
For all warranty enquiries, reach us at info@joyorride.com.
15. Chargebacks & Payment Disputes
If you encounter any issues with your JOYOR order, please get in touch with our customer support team before opening a chargeback or formal payment dispute with your payment provider.
Our team prioritises direct communication to reach fair, amicable resolutions for all order-related problems wherever possible.
16. Official Business Contact Information
Sync Smart Technology Co., Ltd.
Warehouse & Business Address: Qiangfang Logistics Park, Santang Town, Nanning, Guangxi, China
Support Email: info@joyorride.com
Official Website: joyorride.com