Refund policy

ViatRover Return & Refund Policy
Thank you for choosing ViatRover products! We are committed to providing high-quality new energy products and a satisfying shopping experience. If you encounter any issues after receiving your order, you may apply for a return, replacement, or refund according to the policy below.

I. Order Cancellation

If you need to cancel an order, please contact our customer service via email before the product is shipped.
In general, orders can be successfully canceled before shipment (within 4 hours after placing the order).
If the order has already been shipped, please follow the return procedure. Do not refuse delivery or return the package without authorization, as this may delay processing and refunds.

II. Return & Refund Policy

1. 30 Days Return or Refund

Within 30 days of receiving your product, you can request a return and refund if the item is:
  • Unopened
  • Unused
  • Undamaged
  • Unmodified
  • In its original packaging with all included accessories
Before returning any item, you must contact ViatRover customer service to initiate the return process.
Returns will only be accepted if the following conditions are met:
✔ The product remains in its original packaging and in good condition
✔ All accessories, manuals, and documentation are included
✔ The product has not been installed, disassembled, modified, or damaged by human factors
Note: Once the returned product is inspected and approved by ViatRover, the refund will be processed within 7 business days and issued to the original payment method.
Return shipping fee is borne by the buyer. A restocking fee (15% of product price) needs to be charged to cover inspection and repackaging costs.
Return Address
4th Floor, Room 404, No.6 Xiatangwei Road, Dongshan Sub-district, Huazhou City, Guangdong Province, China (Declaration Required)
Postal Code: 525100

2. Situations Eligible for Replacement or Refund

Shipping Damage / Product Defect / Incorrect Item / Missing Parts
If the product is damaged during shipping, has a manufacturing defect, is incorrectly shipped, or is missing parts, please take clear photos immediately upon receipt and email them to our customer service for verification.

Non-Quality Related Returns

If the return is due to personal reasons (such as no longer needed or wrong model selected), the customer is responsible for the return shipping cost. A restocking fee (typically 15%) needs to be charged to cover inspection and repackaging costs.

Unauthorized Returns

Returns sent without prior authorization will not be accepted.

III. Return Process

1. Request a Return
Email your order number, reason for return, product photos, and relevant documentation to our customer service email.
2. Receive Return Instructions
After review and approval, our customer service team will provide return instructions.
3. Ship the Product Back
Carefully pack the item and return it according to the provided instructions.
4. Inspection & Refund
Once ViatRover receives and inspects the returned product and confirms it meets return conditions, the refund will be processed within 7–10 business days to the original payment method.

IV. Quality Issues & Replacement Service

If you experience product quality issues within the warranty period:
Please contact ViatRover customer service in advance and provide your order number, issue description, and photos/videos as evidence.
We will assist in diagnosing the problem and provide a repair, replacement, or refund solution as appropriate.
Replacement products are generally limited to shipment within the same country/region as the original order.

V. Important Notes

Products that have been installed, modified, or damaged by improper use are not eligible for return or refund.
Battery products or opened/used items may only be eligible for return under limited conditions. Please confirm your purchase carefully before ordering.
Products purchased from third-party platforms (such as other marketplaces or distributors) must follow the return policies of those platforms. ViatRover does not directly process returns or refunds for third-party orders.

VI. Customer Service & Business Hours

Business Hours: Monday to Friday (10:00 AM – 05:00 PM, Beijing Time), Closed on Saturdays and Sundays
Business & Support Email: viatrover@gmail.com
WhatsApp / WeChat: (+86) 189‑3421‑8315
Company Address: 4th Floor, Room 404, No.6 Xiatangwei Road, Dongshan Sub-district, Huazhou City, Guangdong Province, China, Postal Code: 525100
We will respond within 1–2 business days to assist you.