Smartravel Electric Bike DK400 1200W

Effective Date: 1 March 2024

At The Imperial Luxe, we aim to ensure you are completely satisfied with your purchases. We do understand however, that sometimes an item may not be what you expected, so if you are not entirely pleased with your purchase, we're here to help.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, new, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, kindly contact us at support@theimperialluxe.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package via mail. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any returns question at support@theimperialluxe.com.

We have a 30-day return policy. Therefore, customers have 30 days from the date of delivery to request return authorization.

Returns shipping charges:

The Imperial Luxe's default is that we (the seller) are responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page.

Most products have guarantee warranty policies, ensuring you receive a fully functional, operating product without extra expenses. Please refer to individual product pages for details where applicable.

The cost of return shipping will be covered by us once your return is accepted. We will send you a return shipping label along with instructions on how and where to send your package via mail. Items sent back to us without first requesting a return will not be accepted.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@theimperialluxe.com.

B.O.G.O Promotions:

In the event of a B.O.G.O promotion, both items must be returned for a full refund. If one of the two items is returned, you will receive a replacement for that item or a store credit for its standalone value. If your order has shipped, we (the seller) will be responsible for actual return shipping charges.

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@theimperialluxe.com.

Refund

Once we receive your returned item, we will notify you via email and we will issue a refund to the original payment method used for purchase. Please note that your refund may take up to 10 business days to be processed and reflected in your account, depending on your payment method and bank.

Cancellations:

You can cancel your order at any time before it ships or is processed and receive a full refund, excluding any pre-existing site processing fees, which are approximately 3%. (exceptions apply, such as custom orders; see below).

If you have any questions, please send an email to support@theimperialluxe.com or call us at (855) 799-1672.

Cancellations (Before Order Ships):

If you need to cancel an order, please contact us as soon as possible so we can facilitate a refund before your order is processed and leaves the warehouse. Reach our agents during business hours at (855) 799-1672, via the chat in the bottom right, or email support@theimperialluxe.com at any time.

Cancellations of Custom Orders:

Custom or made-to-order products cannot be cancelled or refunded, as these products are specifically produced for your order.

These units are tailored to your specifications or created upon your order. Once your order is placed, the production of your unit begins. Your warranty ensures a fully functional and operational product. If it's unclear whether your order is custom or made to order, please message or call us.

All sales are final for custom-made and made-to-order products.

Refunds and Returns: 

As the seller, we are responsible for any shipping costs associated with returns and exchanges.

Not all orders are eligible for return once they have shipped. We source our products directly from the manufacturer. If the manufacturer does not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please contact us for specific information on your brand and/or product.

Please Read the Following:

When making a purchase from The Imperial Luxe, you acknowledge the terms of the Exchange Agreement:

    You will Inspect the package upon delivery, notate and take pictures of any damage, and provide it to The Imperial Luxe within 24 hours of delivery.
    We (The seller) are responsible for the cost of return shipping and the cost of new product shipping in the case of a refund or exchange.
    You will return products unopened and unused.

    Understand that if an order has left the warehouse, a full refund may not be possible.

    Acknowledge that shipping date estimates are subject to change due to factors beyond the control of The Imperial Luxe.
    Agree not to cancel an order or file a chargeback for order delays or inaccurate estimated times due to factors outside the control of The Imperial Luxe.

Damages:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you notice any damage, make note of it when signing for delivery. If items arrive damaged, send photos of damage, box, and SKU, along with a brief description of the damage to support@theimperialluxe.com. We will process an insurance claim on your behalf. Freight damage claims must include photos and videos within 24 hours of arrival.

Warranty:

Warranties vary by manufacturer; see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival and not reported within 30 days, it is not a warranty claim.

Chargebacks:

Our team is here to assist you and resolve any issues. We have crafted our policies to be as fair as possible, believing them to be top-tier in the industry. We are on your team, providing immediate responsiveness and doing our best to help you and provide the best resolution.

Any customer filing a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a received product, contact us, and we will help you resolve your issue. Please refrain from filing chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact for any questions regarding our returns policy:

Phone: +1-855-799-1672
Email: support@theimperialluxe.com
Address: The Imperial Luxe, Mahmood Sons Ecommerce LLC, 5830 E 2nd St, Ste 7000 #11699, Casper, Wyoming, 82609 United States

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Changes to This Policy

We reserve the right to update or change our Return and Refund Policy at any time. Any changes will be posted on this page.

All customers agree that they have read, understand, and agree to the policy as outlined above.

Legal Rights
This policy does not affect any applicable legal rights.

Have Questions?
Contact our customer support department.