Return Policy

Return Policy

 

1  Withdrawal within a cooling-off period

 1.1 For consumers, we offer a 14-day cooling-off period return policy in compliance with the Czech law and EU regulations, meaning you have 14 calendar days from the date of takeover of the product to request a return. The period for the withdrawal (returning the product) starts from the date of the takeover of the product by the consumer or by a third-person designated by the consumer other than the carrier. In case the consumer orders several pieces of goods in a single order which are delivered separately, the period for the withdrawal starts from the date on which the last piece of the goods is taken over by the consumer or by a third-person designated by the consumer other than the carrier. If the product is consisting of several items or parts, the period for the withdrawal starts from the date on which the last item or part of the delivery is taken over by the consumer or by a third-person designated by the consumer other than the carrier.

 

If your purchase is for trade, business, or professional purposes, we regret that return requests cannot be accepted.

 

Note: The consumer bears the costs with returning the product. The return shipping fee of €200 are to be borne by the consumer and will be deducted from the refund.

 

1.2 To be eligible for a return, the product must be in the same condition as when received, including all related accessories, and proof of purchase (order number) must be provided. If the product is damaged or worn due to testing, or if accessories are missing, we may deduct necessary compensation fees based on the condition of the item.

 

Note: To ensure the return is in good condition and minimize the risk of damage compensation, we recommend using the original packaging box. If the original box has been discarded or damaged, the cost to purchase a replacement box is €100, including shipping.

 

1.3 The consumer may withdraw from the purchase contract by any unequivocal statement made towards us. To meet the period it is sufficient to send the withdrawal before expiring the period (the withdrawal does not have to be delivered to us within the period).

 

1.4 To initiate the return process, you may contact Smalo Customer Service (e-mail: smalo.service@smalo-emobility.com) within 14 days from the date of receiving the product and submit the required information to ease the communication (order number). You do not have to specify a reason for which you withdraw from the purchase contract. Returns will not be processed if you fail to submit the required information or if the application is made after the 14-day return period. Please refer to the return application procedure below in Appendix 1 for details.

 

1.5 Once your return request is processed, you will receive an email notification (we will generally respond within 2 business days), and Smalo’s local service center will contact you by phone within 7 days to arrange a pickup date with the designated courier. Please be attentive to calls within 7 days of receiving the email and follow the instructions provided by the service center to properly pack the product for pickup by the courier. Please also refer to the instructional video (LX2 & PX2) for packing methods. If the local service center is unable to reach you by phone within 7 days after the email is sent, an e-mail will be sent to you. If even after that we receive no reaction from you, it will be deemed that you have abandoned the return.

  

1.6 If the courier is unable to pick up or deliver the product at the agreed time due to the reasons on your site (e.g., no one is home or you cannot be reached by phone), the local service center will contact you again to reschedule and confirm your intent to return. A €15 service fee for rescheduling the courier will be deducted from the refund. If you fail to hand over the product to the courier on the agreed pickup date and the local service center will be unable to reach you to reschedule, it will be deemed that you have abandoned the return.

  

Refunds

1.7 The consumer is not liable for a decrease of the value of the product except the situation when the consumer handles the product in a different way than it is necessary for getting to know the nature, the characteristics and the functionality of the product.

 

1.8 Upon receiving the returned product, we will promptly inspect it for any damage, wear, or missing parts. If such issues are found, we will assess the diminished value of the returned product and deduct it from the refund. Please refer to the Appendix 2 The Compensation Deduction Standards for Product Wear and Damage for more information. The consumer agrees that we are entitled to unilaterally set off a receivable for damages to the product against the consumer´s receivables for reimbursement of the purchase price. We will notify you via email of the return inspection results and the estimated refund amount within 5 business days of receiving the returned product. If you have any objections to the refund, you must raise them within 2 days of receiving the email notification. If no objections are raised, the refund will be processed on the 3rd day following the email notification.

 

1.9 The refunded amount will be subject to a deduction for the diminished value, as outlined in the Provision 1.8 of this Return Policy. Shipping fees for both delivery and return will not be refunded.

 

1.10 We will process the refund using the same payment method you used for the purchase, unless you stipulate otherwise. Please note that the processing time for refunds may vary depending on the payment service provider or bank.

 

2        Unfair Commercial Practice

2.1 The Consumer, whose right has been affected by an unfair commercial practice pursuant to Section 4 of the Act. on Consumer Protection, is entitled in addition to the claims arising from the Civil Code to:

a)      withdraw from the purchase contract within 90 days from the date of the conclusion of the purchase contract, or

b)      demand a reasonable reduction in the purchase price to the extent appropriate to the nature and seriousness of the unfair commercial practice.

 

2.2 The Consumer is not entitled to withdraw from the purchase contract if we prove that it is disproportionate with regard to the subject matter of the purchase contract, the nature and the seriousness of the unfair commercial practice.

 

3  Damages and Issues

3.1 Please inspect your order immediately upon receipt. If the product is defective, damaged, or if you receive the wrong item, you must contact us within 2 days of receiving the product so that we can evaluate the issue and handle it appropriately. See also Shipping Policy.

 

3.2 If you discover an issue with the product but fail to contact us within 2 days of receipt, we will consider the product to be free of defects, damage, or issues. Any subsequent request for an exchange must follow the return application procedure stated below in Appendix 1.

 

4         Other Provisions

4.1 You may withdraw from the purchase contract due to the reasons stated in this Return Policy and other related documents or by the law.

 

4.2 In addition to other ways stated in this Return Policy and related documents you may withdraw from the purchase contract also using the form that constitutes Appendix No. 3 to this Return Policy.

 

5 Final Provisions

5.1 Terms used in this Return Policy shall have the same meanings ascribed to them in the Terms of Service unless stipulated otherwise in this document.

 

 

Appendix 1: Return Application Procedure

 

Before Applying

1. You must submit a return request via email and/or upload the photos of the product’s condition for excluding liability for potential damage caused by transportation. We will generally respond with the review status within 2 business days. Email: smalo.service@smalo-emobility.com 

 

2. The returned product must be well packed to ship (we recommended to repack in Smalo’s original packaging box for good protection during shipping). If the packaging box has been discarded or damaged, you can purchase a Smalo-specific packaging box for €100 (including shipping).

 

3. The returned product must be clean and in like-new condition to allow for resale after its return. Upon receiving the returned product, it will undergo a final physical inspection by our quality control department. 

- If the physical inspection reveals significant damage and/or wear, and based on the recorded ODO mileage in the system, we will deduct the necessary product compensation fee from the refund. 

 

4. The basic fees for a return amount to €200. Additional fees may apply based on the product’s condition; please refer to The Compensation Deduction Standards for Product Wear and Damage in Appendix 2.

 

Application Steps

1. Submit a return request via email, attaching the optional information for review. Do not pack or seal the product at this stage. 

- Required information includes: order number, reason for return and ODO mileage displayed on the screen. 

- Optional photos

- Review time: 2 business days. 

- If the initially submitted information does not pass the review, we may request additional information.

- If damage occurs due to mishandling by the courier, the photos/videos you provide can serve as evidence to protect you from bearing compensation liability. 

 

2. After preliminary approval of the return, we will send an email notification, and the local service center will contact you by phone. Please be attentive to calls within 7 days of receiving the email and follow the instructions provided by the service center to properly pack the product for pickup by the courier. 

- If the local service center is unable to reach you within 7 days after sending the approval email, an e-mail will be sent to you. If even after that we receive no reaction from you, it will be deemed that you have abandoned the return.

- Please refer to The Repack Instructional Video (LX2 & PX2) for repacking methods. Before repacking, ensure the product is as clean and in the same condition as when you received it. Recommended to use Smalo’s original packaging box for proper packing. 

- If you have not kept Smalo’s original packaging box and need a new one, we will send a new Smalo packaging box via cash on delivery. Please pay €100 (including shipping) directly to the courier upon receipt of the box. 

- If the courier is unable to pick up or deliver the product at the agreed time due to personal reasons (e.g., no one is home or you cannot be reached by phone), the local service center will contact you again to reschedule and confirm your intent to return. A €15 service fee for rescheduling the courier will be deducted from the refund. 

- If you use a courier other than the one designated by us to return the product, we will not accept the return, the product will be sent back to you, and the payment will not be refunded (even if you have received an email notification of preliminary return approval). 

 

3. Upon receiving the returned product, we will promptly verify its condition and process your refund. 

- Once the returned product arrives, we will notify you and conduct a final physical inspection. 

- If the final physical inspection reveals wear or damage that affects the product’s resale, deductions will be made from the refund accordingly. 

- We will notify you via email of the return inspection results and estimated refund amount within 5 business days of receiving the returned product. If you have any objections to the refund, you must raise them within 2 days of receiving the email notification. If no objections are raised, the refund will be processed on the 3rd day following the email notification. 

- Please note that the entire process, from submitting a return request to completing the refund, may take up to 30 days or more. Refund processing times vary depending on the payment service provider, and you may contact them for further details.

 

 

Appendix 2: Compensation Deduction Standards for Product Wear and Damage

 

1% of the original product price

- Missing charger or manual 

- Registration code in the manual has been used 

 

3% of the original product price

- Missing key, loose bolts or threads, seat post or cockpit damaged due to riding (unrelated to courier handling) 

- System-recorded ODO mileage: 3–6 km 

 

5% of the original product price

- System-recorded ODO mileage: 6–10 km 

 

10% of the original product price

- Significant discrepancy between initial review photos and the actual product, failing final inspection and resulting in return of the product (including shipping costs) 

- System-recorded ODO mileage: 10–15 km 

 

13% of the original product price

- The bike is very dirty and requires disassembly for cleaning. 

- The bike parts show obvious signs of wear, including but not limited to misaligned parts, scratches on parts, or blemishes caused by the external environment. 

- System-recorded ODO mileage: 15–20 km 

 

15% of the original product price

- Missing original OEM parts on the bike 

- Scratches on the bike frame or fork 

- System-recorded ODO mileage: 20–25 km 

 

20% of the original product price

- The bike frame or fork is cracked due to riding (unrelated to courier handling) 

- System-recorded ODO mileage: 25–30 km 

 

50% of the original product price

- System-recorded ODO mileage: more than 30 km

 

Note: Each item is charged once, with fees accumulated based on the issues identified.

 

 

Appendix 3: Model of Withdrawal from the Purchase Contract

 

Withdrawal from the Purchase Contract

 

Addressee

Darfon Electronics Czech s.r.o.

Cvrčovice 192

691 23 Cvrčovice

Czech Republic

 

e-mail.: smalo.service@smalo-emobility.com

 

 

I hereby withdraw from the contract for the purchase of: ………………………..

 

 

Date of order: ………………………..

Date of delivery: ………………………..

Order No.: ………………………..

 

Full name of the Buyer: ………………………..

Buyer´s address: ………………………..

 

Reason:

[   ] …………………………

[   ] within a period of 14 days since the date of the takeover of the product in accordance with the Section 1829 Subsection 1 in connection with the Section 1818 of the Act No 89/2012 Coll., Civil Code

 

Date ………………………..

 

Buyer´s signature ………………………..