Refund and Returns Policy

1. Introduction

This Refund and Returns Policy (“Policy”) applies solely to products manufactured and sold by JRAHK (“we,” “us,” “our”) as an Original Equipment Manufacturer (OEM). Our products include Smart Brain Motor Controllers and related components for Electric Bicycles, Motorcycles, Scooters, Folding Bikes, Mountain Bikes, and Tricycles. 

This Policy governs transactions between JRAHK and its business clients (OEM partners, distributors, assemblers – “Buyer” or “you”), NOT end consumers. End-consumer returns are the responsibility of the Buyer’s own policies.

2. Returns Authorization (RMA) Mandatory

• No returns or refunds will be accepted without a valid Return Merchandise Authorization (RMA) number issued by JRAHK.
• To request an RMA, the Buyer must contact their JRAHK sales representative or our customer service team at Info@jrahk.com within the applicable timeframe (see Section 3).
• The request must include:
  • Original invoice number and date.
  • JRAHK product part number(s) and serial number(s) (if applicable).
  • Detailed description of the reason for return (e.g., defect description, non-conformance to specification reference).
  • Quantity of units to be returned.
  • Any supporting documentation (test reports, photos, videos).
• JRAHK will evaluate the request and may approve, deny, or request further information. If approved, an RMA number and specific return shipping instructions will be provided.

3. Eligibility & Timeframes for Returns

• Warranty Claims:
  • Returns due to suspected manufacturing defects covered under the active JRAHK product warranty must be reported and an RMA requested within 30 days of the Buyer discovering the defect, but always within the active warranty period stated in the specific product warranty terms provided with the product or sales agreement.
  • JRAHK will investigate all warranty claims. If the defect is confirmed to be covered under warranty, JRAHK will, at its sole option: (i) repair the unit, (ii) replace the unit with a functionally equivalent new or refurbished unit, or (iii) issue a credit/refund for the purchase price of the defective unit. Shipping costs for returning defective units under warranty will be borne by the Buyer. Shipping costs for repaired/replaced units back to the Buyer will be borne by JRAHK.
• Non-Warranty Returns (Errors by JRAHK):
  • Returns due to JRAHK shipping errors (incorrect product, incorrect quantity) must be reported and an RMA requested within 15 business days of the invoice date.
  • Subject to verification, JRAHK will cover return shipping costs and provide, at its option, the correct product or issue a credit/refund for the incorrect item(s).
• Non-Warranty Returns (Buyer Initiated – Subject to Approval):
  • Returns requested by the Buyer for reasons other than JRAHK error or warranty defect (e.g., overstock, ordering error by Buyer, specification change by Buyer) are strictly subject to prior written approval by JRAHK on a case-by-case basis.
  • If approved, such returns must be requested within 30 days of the invoice date.
  • A restocking fee of 15-25% (as determined by JRAHK based on condition and product type) will apply.
  • Buyer is responsible for all shipping costs both to return the goods and for any reshipment of alternative goods.
  • Goods must be in brand new, unopened, original packaging, resalable condition, and not obsolete or custom-configured.
  • Credit will only be issued upon receipt and inspection confirming condition. No cash refunds.

4. Return Conditions & Process

• All returned products must have the issued RMA number clearly marked on the outside of the shipping package. Packages without an RMA number will be refused or returned at the Buyer’s expense.
• Goods must be packed securely in their original packaging (or equivalent protective packaging) to prevent damage in transit. JRAHK is not responsible for damage during return shipping.
• Buyer is responsible for arranging and paying for return shipping (unless explicitly stated otherwise in the RMA for warranty/JRAHK error returns), including insurance for the full value of the goods. We recommend using a trackable shipping method.
• Ship returns to the address specified in the RMA instructions. Do not ship returns to our general corporate address.
• Upon receipt, JRAHK will inspect the returned goods within a reasonable timeframe (typically 5-10 business days).

5. Refunds & Credits

• Refunds/Credits for Approved Returns: If a return is approved under this policy (warranty, JRAHK error, or approved non-warranty return), the refund or credit will be processed within 15 business days after JRAHK completes its inspection and verification.
• Method: Refunds will typically be issued as a credit to the Buyer’s account for future purchases. Cash refunds may be issued at JRAHK’s sole discretion, primarily for JRAHK error cases.
• Restocking Fees: As noted in Section 3, restocking fees apply to approved non-warranty, non-error returns and will be deducted from any credit/refund.
• Non-Approved/Non-Compliant Returns: Goods returned without an RMA, outside the specified timeframes, not meeting return conditions, or not covered under warranty will be returned to the Buyer at the Buyer’s expense, or held for pickup at the Buyer’s expense, and no credit or refund will be issued.

6. Non-Returnable Items

The following items are generally NOT eligible for return:

• Products specifically manufactured, customized, or programmed to Buyer’s unique specifications.
• Products damaged due to misuse, abuse, neglect, improper installation, improper maintenance, accident, modification, exposure to environmental conditions beyond specification (e.g., water ingress, extreme temperatures), or acts beyond JRAHK’s control.
• Products with removed or damaged serial numbers or warranty seals.
• Consumables (unless defective upon receipt).
• Software licenses or digital products (unless defective media).
• Products outside their stated warranty period.
• Obsolete or discontinued products (unless a warranty claim).

7. Warranty

This Returns Policy supplements, but does not replace, the specific Warranty Terms & Conditions provided with JRAHK products or in the sales agreement. Please refer to those specific warranty documents for detailed coverage, exclusions, and durations. Warranty claims are subject to the terms of that specific warranty.

8. Force Majeure

JRAHK shall not be liable for any failure or delay in performance under this Policy due to causes beyond its reasonable control, including but not limited to acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, shortages of transportation facilities, fuel, energy, labor or materials, or failures of suppliers or subcontractors.

9. Contact Us

For any questions regarding this Policy or to initiate an RMA request, please contact:

• JRAHK Customer Service / RMA Department
• Email: Info@jrahk.com
• Phone: +86 18024725606, +86 13790109530, +86 13714708322
• Hours: Mon – Sat 09:30 am – 6:30 pm

10. Policy Updates

JRAHK reserves the right to modify this Refund and Returns Policy at any time. The current version will always be available on our website or upon request. Changes apply to orders placed after the effective date of the revised Policy.