Terms and Conditions

Post-sales Service


Refund Policy

You can request our Return & Refund Service:

(1) The product has not been opened within 7 natural days after receiving the product and it is brand new and unused
(2) If the product is found to have manufacturing defects within 15 natural 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 return is caused by the customer's own reasons, Exway will charge a 5% order operation fee and deduct the shipping cost of the original order.

 

Return & Refund Service 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, or packaging, or any item that is not new, 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 of the product, 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.

 

Return & Refund Instructions

If you would like to apply for a return and refund, please contact us within 7 calendar days of receiving your product(s).

 Contact email [email protected] or [email protected] customer support to apply for a return and refund.

  1) Order Number:

  3) Return Product Name & Quantity:

  4) Return Reason:

  5) 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 0086 755 84584875 for the emergency order issue.
(Only available during Monday to Friday, 9 AM to 6 PM, GMT8, please check before dialing)

 

Refund Time

Refunds will be processed using the same method that was used to make the payment. The refund process will be completed in about 7-14 business days, depending on the bank or credit card issuer.

Return 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.

Replacement Instructions

If you would like to replace or change the product, please contact Exway customer support by emailing [email protected]

Replacement Freight

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 been expired.

Customer Support

(1) Send email to email address: [email protected] or [email protected] for an official response and assistance.
(2) Send a message to us on our Facebook Messenger or contact us on Instagram, our representatives will forward your messages to our customer support, our customer support will get back to you as quickly as possible.

Warranty Service

(1) The warranty starts on the date that the board is received and is valid for 6 months for X1 Pro Hub/Riot, Wave Hub/Riot, X1 Max Riot/Hub, Atlas-2WD/4WD, and 12 months for Flex Riot/Hub. The customer must provide valid proof of purchase for warranty coverage. Replacement parts are available for sale after the warranty period is over.

(2) Batteries, ESCs, Remote Controls have a 6-month warranty (when the customer buys the parts separately) from the date the package is delivered to the customer.
(3) Other product accessories do not provide warranty service.


Warranty service will be provided for the parts as:

Deck / Trucks / Motors / ESC/ Remote / Charger/ Battery


Warranty service will not be provided for the parts as:

(1) Wheels, Bearings, Bushings, Belts, Grip Tape is considered wearable and tear items and will not be covered.
(2) Damage caused by improper use, improper maintenance, or improper storage.
(3) Any damage outside of normal wear and tear.
(4) Damage caused by unauthorized repairs of the product.
(5) The water resistance of the skateboard is IP55, which is resistant to splashes and dust under normal conditions, but if you ride in a puddle or where the water level is high, or even immerse your skateboard in water, the water is likely to enter the electrical parts and damage the part.
(6) Please do not ride in the rain or any wet ground with water, this will cause a high risk of water damage and may cause the motor bearings to rust and make noise.

Warranty Coverage

The warranty starts on the date that the board is received and is valid for 6 months for X1 Pro Hub/Riot, Wave Hub/Riot, X1 Max Riot/Hub, Atlas-2WD/4WD, and 12 months for Flex Riot/Hub.
The customer must provide valid proof of purchase for warranty coverage. Replacement parts are available for sale after the warranty period is over.

Warranty service will be provided for the parts as:

Deck / Trucks / Motors / ESC/ Remote / Charger/ Battery

Warranty service will not be provided for the parts as:

1. Wheels, Bearings, Bushings, Belts, Grip Tape are considered wearable and tear items and will not be covered.
2. Damage caused by improper use, improper maintenance, or improper storage.
3. Any damage outside of normal wear and tear.
4. Damage caused by unauthorized repairs of the product.
5. The water-resistance of the skateboard is IP55, which is resistant to splashes and dust under normal conditions, but if you ride in a puddle or where the water level is high, or even immerse your skateboard in water, the water is likely to enter the electrical parts and damage the part.
6. Please do not ride in the rain or any wet ground with water, this will cause a high risk of water damage and may cause the motor bearings to rust and make noise.

  

How to maintain the skateboard unit after the riding:

(1) Avoid using in the rain, mud, or otherwise damaging conditions.
(2) After using your Exway, please use a clean rag to wipe the surface to avoid water stains and to prevent corrosion and dust accumulation.
(3) Do not clean the board with any chemicals or solvents.
(4) It is recommended to use a computer to charge the remote control, or please use a 5V, 1.5A charger to charge the remote control.
(5) Do not store the Exway in humid, high-temperature environments and away from flammable and explosive materials.
(6) If your skateboard will not be used for a long time, please store the charged skateboard and charge and discharge the product at least once a month to maintain the power at about 60%.
(7) All Exway skateboards use FOC sine-wave ESCs and therefore produce a slight humming sound when turned on.

 

Self Maintenance:

Thank the modularization designs, it is easy to take off the parts from the unit. Exway can send customers the dedicated replacement parts and tools for repairing and maintenance.


The parts listed below enjoy the warranty service time, and other accessories are not covered by the warranty.

Parts

Warranty Period

Deck

6 Months

Charger

6 Months

Truck

6 Months

Remote

6 Months

Battery

6 Months

ESC

6 Months

Motors

6 Months


1. Damage caused by improper use, improper maintenance, or improper storage.
2. Any damage other than normal wear and tear.
3. The water resistance of the skateboard is IP55, which is resistant to splashes and dust under normal conditions, but if you ride in a puddle or where the water level is high, or even immerse your skateboard in water, the water is likely to enter the electrical parts and damage the part.
4. Please do not ride in the rain or any wet ground with water, this will cause a high risk of water damage and may cause the motor bearings to rust and make noise.

GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the UK.