If you would like to apply for a return and refund, please contact us within seven calendar days of receiving your product(s) via usa@exwayboard.com apply for a return and refund. Please Note: 1. The product has not been opened within seven calendar days after receiving the product, and it is brand new and unused. 2. If the product is found to have manufacturing defects within 15 calendar days after receiving the product, you can apply for a return and refund service; it is not within the scope of the return and refund service due to use on the ground or other circumstances that affect secondary sales. 3. If the customer's reasons cause the return, Exway will charge a 5% order operation fee and deduct the original order's shipping cost. 4.Please note that according to the charging policies of the Shopify platform, a 3% handling fee will be applied if an order needs to be canceled after it has been placed. This fee is non-refundable. Thank you for your understanding.   For the refund to be processed promptly, please be sure to send a return notification to Exway with the following information: * Order Number * Return Product Name & Quantity * Return Reason * Images or Videos of Products and Intact Packaging   We will process your return and refund application within two or five working days after receiving your email. Telephone contact 001 (840) 699 7149 for emergency order issues. (Only available from Monday to Friday, 9 AM to 6 PM, GMT8, please check before dialing.)     2)Return & Refund Services will not be provided where 1. It is requested beyond 15 calendar days of receiving a product. 2. A product sent to Exway for Return & Refund Service does not include all original accessories, attachments, free products, packaging, or any item that is not in new or like-new condition, i.e., with cracks, dents, or scratches. 3. Legal proof of purchase, receipt, or invoice is not provided or is reasonably believed to have been forged or tampered with. 4. Any fault or damage of the product is caused by unauthorized use or modification, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation. 5. Product labels, serial numbers, waterproof marks, etc., show signs of tampering or alteration. 6. Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds, or lightning strikes. 7. A product is not delivered to Exway within 15 calendar days after Return & Refund Service confirmation is sent from Exway. 8. Other circumstances are stated in this policy.     3)Refund Time & Shipping Refund Time: Refunds will be processed using the same method used to make the payment. Depending on the bank or credit card issuer, the bank or credit card issuer will complete the refund process in about 7-14 business days. Refund Shipping: Customers need to pay for any return shipping to the designated service center (including cross-border and international shipping costs, if applicable) unless the refund is due to performance faults.     4)Replacement Instructions & Fee If you would like to replace or change the product, don't hesitate to contact Exway customer support by emailing usa@exwayboard.com. Exway shall be responsible for the two-way replacement freight for any products sent in for replacement due to performance faults. Or the customer shall be responsible for the two-way replacement freight for any products sent in for replacement when the warranty period has expired.     5)Price Match & Partial Refund Terms 1. Discontinued or out-of-stock products on www.exwayboardusa.com are not eligible for partial refunds; 2. Each eligible product is only entitled to one refund; 3. Orders that have been fully refunded are not eligible for a partial refund; 4. Orders in the process of receiving a full refund, return, or exchange are not eligible for a partial refund; 5. Requests for partial refunds can only be made upon receiving your order. 6. Full refunds on orders that have already received a partial refund will be reimbursed in the amount equal to the full value of the order minus the partial refund; 7. Pre-orders are not eligible for partial refunds; 8. Bundled or free items are not eligible for partial refunds; 9. Partial refunds are only available for items purchased from exwayboardusa.com; 10. Partial refunds are only available during promotional periods; 11. Partial refunds are limited to certain product models and colorways (Not inclusive of the value of vouchers, shipping, and taxes); 12. If a customer is suspected to be abusing the refund policy in any manner, Exway reserves the right to deny and/or reverse the refund. Exway also reserves the right to deny any further refund requests from the customer. 13. Requests for partial refunds are only available for orders made the week before any promotional period. The request must be made within the week of receiving the order, otherwise, the request will be deemed ineligible for a partial refund. *Delivery status based on tracking details provided by the courier. 14. A partial refund request can only be made for the same model/colorway of the product. 15. Any additional charges resulting from system error or other reasons during the promotional period are eligible for a refund of the charged amount.   *Exway reserves the right to amend the terms based on current circumstances.