Order Cancellation
Undelivered Items – Cancellation & Return Policy
Before Shipment: If you contact us within the allowed time frame to cancel your order before a tracking number is generated, you will be eligible for a full refund.（Not including credit card processing fees.）
Please note: If a tracking number has been assigned—even if the carrier status shows "not picked up"—the item is considered shipped. In this case, please refer to the "After Shipment" return policy below.
After Shipment: If you cancel or refuse the order after it has been shipped, you will be responsible for both the outbound and return shipping costs, even if the order originally included “free shipping.”
Unfortunately, we are unable to cancel orders that have already been processed and sent to our warehouse. Thank you for your understanding.
Our order processing is fast, so if you wish to cancel, you must contact support@qronge.com within 12 hours of placing your order. Once the order has been submitted to the warehouse, cancellation will no longer be possible. If needed, please refer to the return policy below for return terms and refund details.
Successful Cancellation
Card Processing Fee: A 5% processing fee will be deducted from your refund to cover merchant card transaction costs.
(This fee will be waived if you are requesting an exchange instead of a refund.)
Return Request
APPLICATION PROCEDURE: All returns must be approved before they can be returned. Once your return request is approved, you will receive a prepaid return label with QRONGE authorization. No refunds will be given for unapproved returns, and any items not returned as planned will be refused. To initiate the return process, please email support@qronge.com and attach a photo of the item for review. Return address: 11016 Mulberry Ave Unit A, Fontana, CA, 92337
Return conditions
New and unopened items:
You may request a return within 15 days of receiving the item, which must be in new and unused condition.
A full refund is offered with no relisting fee, but round-trip shipping costs ($150) and a 5% transaction fee will be deducted. Return shipping costs are borne by the customer.
Transaction fee: 5% (This fee is not paid to Qronge, but is collected by the financial institution that processed your online payment)
Used or opened merchandise:
Returns of used items may be requested within 15 days of purchase.
Returned items need to be free of any wear, stains, scratches or other signs of use and in their original packaging with all accessories included in the box.
Returns will be subject to a deduction for round trip shipping ($150), 20% of the purchase price as a re-stocking fee and a 5% transaction fee will be deducted
The odometer of the electric bicycle needs to show less than 10 miles and must include all items in the box. Otherwise returns will not be accepted.
ORIGINAL PACKAGING REQUIREMENTS:
All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, or any signs of use and must be in the same packaging and condition as you received them, and must include all items in the box (battery, charger, keys, hardware, etc.). If the packaging or shipping box is destroyed or disposed of, the customer forfeits their ability to return item for defects or any other reason.
Return shipping costs
Return shipping costs are to be paid by the customer. Shipping fees paid are non-refundable.
Exchange Policy
MODEL REPLACEMENT:
The exchange applies only to model replacement of e-bikes. You can contact customer service in advance to place an order for the desired model and return the original order.
APPROVAL PROCESS:
All replacement requests are subject to pre-approval via email from the customer service team. Replacement e-bike orders are not eligible for free shipping.
Refund
REFUND AMOUNT:
The final refund amount will be reduced by the original order's re-stocking fee, return shipping fee and credit card processing fee.
REFUND PROCESS:
After the returned item has been successfully delivered and passed the warehouse inspection, the refund will be processed in the same way as the original payment. Customers will receive a refund confirmation email.
Bank Processing Time:
Please note that it may take up to 30 days for your bank or credit card company to process a refund.
