Return & Refund

For in-store purchase orders

Please visit the store directly to ask for assistance from the staff, or call us at +1 6269752527

For online orders

Please refer to the following processing methods：

1. ORDER CANCELLATION


Before Shipping
Free of charge. Please submit a ticket, and our customer service team will contact you within 24 hours.

Shipped but Not Received
We allow you to cancel the order. For all cancellations, shipping charges ($200 for bikes, $50 for Wheels, motors, batteries, trailers, and $15 for all other products) . We will issue a refund using the same payment method you used originally.

Deliverd
Free of charge. Please see the detailed return and exchange policy below


2. ORDER MODIFICATION


Before Shipping
Free of charge. Please contact sales@llamatruck.com to continue this process.

After Shipping
No modifications allowed.

3. MODEL REPLACEMENT & RETURN


For Product Defects
LLAMA will do its best to provide tech support and replacement parts to fix simple issues. LLAMA will cover the repair fees associated with damages.

For Shipping Damages
LLAMA will do its best to service you and provide all the parts necessary and cover the service costs.

Free Replacement and Return
Customers can reject a package due to shipping damage (functionally affecting use) or missing and critically damaged parts or other quality-related issues. Please provide evidence to sales@llamatruck.com. To better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence. Once we verify, we will arrange the free replacement and return.
Please note that if you refuse the package for personal reasons, shipping charges($200 for bikes, $50 for Wheels, motors, batteries, trailers, and $15 for all other products) will be applied.

*Definition of critically damaged items:
The main structure of the product is deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
  • Minor damage to the outer packaging.
  • Minor scratches or paint loss on the product.
  • Damage to parts or wearing parts after excessive use.
  • Damage to parts or wearing parts after using for a certain period or a certain number of times.

4. ADDITIONAL RETURN POLICIES


New & Unused Items (Within 30 Days)
Full refund available.
Return shipping charges apply:
  • $200 for bikes
  • $50 for wheels, motors, batteries, trailers
  • $15 for all other products

Conditions Under Which Returns Are Generally Not Allowed
If a return is requested under the following circumstances, a 50% fee of the original order amount and return shipping costs will be deducted:

The request is made more than 30 days but less than 45 days after receipt (calculated from the date of the formal return request).

The odometer displays more than 10 miles but fewer than 20 miles.

Upon inspection, the bike shows obvious signs of use, including but not limited to:

  •   Tires with dirt or visible riding marks.
  •   Frame or display screen with minor scratches or scuff marks.
  •   Other components of the bike with unremovable signs of use.
  •   Any condition affecting the resale of the bike as a new product.


 

 

Conditions Under Which Returns Are Strictly Not Allowed

Returns are not permitted under the following circumstances:

  • The request is made more than 45 days after receipt (regardless of usage).
  • The odometer displays more than 20 miles.
  • Missing critical components (frame, tires, battery, motor).
  • The bike exhibits significant scratches, paint peeling, faults, or other signs of heavy use.


5. RETURN FOR QUALITY ISSUES

 

The following issues qualify for a free replacement or return (with return shipping costs covered by LLAMA)


Appearance Damage (Including Shipping Damage)

Customers must inspect the appearance of the product immediately upon receipt.

Reports of damage must be submitted within 48 hours of receipt, including photos, and the product must remain unused.


Hardware Damage

Customers who discover non-human-induced product defects affecting normal riding within 30 business days of receipt can request a return or replacement. The defect must be confirmed by our after-sales engineers and meet the following conditions:

  • Internal faults in motor, battery, or controller systems that are not repairable (no external collision marks).
  • Brake system issues or other safety hazards that cannot be repaired.
  • Design defects that lead to safety issues requiring a recall, as determined by LLAMA.


6. OTHER AFTER-SALES SOLUTIONS


For Quality Issues Outside of the Return Policy

If the quality issue is not covered under the above-mentioned return policy, repairs or replacements will be the primary solutions. Returns are generally not accepted. If the customer insists on returning the product, a 50% return fee of the original order amount and return shipping costs will be applied.


Non-Customer-Caused Issues (Excluding Quality Problems & incorrect shipments)

 Non-quality-related issues (e.g., shipping delays) are generally not eligible for returns. However, appropriate compensation may be offered to the customer.


For Customers Willing to Resolve Quality Issues Independently

Customers who choose to handle the quality issue themselves may be eligible for compensation.

 

Incorrect shipments

Please assist with the return, and we will send you the correct item.

 

Single Product Compensation Options:
  •   Accessories valued between $100 and $200.
  •   Discounts of up to $100.
  •   For compensation exceeding the above amounts or cases with special customer requests, customer service staff must obtain authorization from their supervisor.

Return Shipping Costs

Customers are responsible for return shipping. These costs are non-refundable.

Original Packaging Required

All returns must include original packaging, be free of wear, dirt, and damage, and include all items (battery, charger, keys, etc.).

Customers should retain the original packaging.

If new packaging is required for a return, the customer will be responsible for packaging material fees and return shipping costs: $200 for bike packaging.


7. Refund


Once our warehouse has received the returned product(s) and checked to confirm it meets our return conditions, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method within 5 business days.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us.

We genuinely appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have any questions or need assistance with a return, don't hesitate to contact the LLAMA Customer Service team.