(Customer POLICY NOTE for Online sales from www.hornback.bike (For order of E-bikes, Cargo e-bikes & Accessories))
Hornback E Mobility Private Limited (HEMPL) E-bikes undertakes a rigorous ’23-Point’ checklist on every e-bike once the same has been fully fitted to ensure that there are no damages/defects to the e-bike prior to shipping the same to you.
- In case of any manufacturing defects, damage during transit and wrong/different product delivered, HEMPL shall do free return of products basis below:
- In case of any manufacturing defect that is noticed upon delivery of the e-bike/product, the same shall have to be raised with HEMPL within 7 working days of receiving the product at email@example.com and HEMPL shall extend all reasonable assistance in this regard
- In case of any damage during transit, you shall intimate us within 48 hours of Delivery of the e-bike/product, and provide pictorial evidence of the damage on our official email ID for the same. The e-bike/product shall be in an unused condition at the time of intimating us regarding such damage
- In case of any wrong item delivered, you shall intimate us within 48 hours of Delivery of the e-bike/product, and provide pictorial evidence of the bike delivered on our official email ID for the same. The e-bike/product shall be in an unused condition at the time of intimating us regarding such damage
Any request for the return of the e-bike/product shall be at the sole discretion of HEMPL. In case of a return being approved by HEMPL, all items must be returned in their original condition along with the following:
- Original invoice from HEMPL
- Pictures of Damaged Parts
- Picture of Frame no.
- User manual and other documents
- Accessories provided at the time of sale of the e-bike
- The original box, intact, along with the packaging as delivered
We may contact you to ascertain the damage or defect in the product prior to issuing replacement
HEMPL shall assess the extent of damage to the e-bike/product and shall take best efforts to ensure the same is rectified to your satisfaction, either by replacing the damaged part or reimbursing cost of service to you. If such damage cannot be rectified, HEMPL E-bikes shall process the return of the product and replace the e-bike/product (or) refund the money paid by you
- In case of wrong item delivered, upon confirmation of the issue, HEMPL e-bikes shall process the return of the product and replace the e-bike/product with the actual ordered (or) refund the money paid by you
- HEMPL shall have the right to reject the return pickup if the items are not returned according to the above mentioned.
- In case of any performance related issues, then the costumer shall raise the issue at firstname.lastname@example.org HEMPL shall extend all reasonable assistance in this regard.
- Any other damages that may have occurred to the e-bike shall be your responsibility. The same shall also not apply to normal wear and tear, nor to defects, malfunctions or failures that result from the abuse, neglect, improper maintenance, alteration, modification, accident, or misuse of the e-bike/product. However, HEMPL will advise you regarding rectification of the said issue.
Please contact our customer care team at email@example.com