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REFUND & CANCELLATION POLICY

Better Green Global Pvt. Ltd.

1. Introduction

At Better Green Global Pvt. Ltd., we aim to provide our customers with a transparent and convenient purchasing experience. This Refund & Cancellation Policy explains the conditions applicable to cancellation of orders, returns, refunds, and related matters concerning our bicycles and accessories.

2. Order Cancellation

  • A customer may request cancellation of an order before the bicycle has been dispatched.
  • Cancellation requests should be submitted through the company’s designated customer-service channel.
  • Once an order has been dispatched, cancellation may no longer be possible and the customer may be required to follow the applicable return procedure.

3. Cancellation After Dispatch

If a customer requests cancellation after dispatch, the company may deduct applicable shipping, transportation, handling, or other reasonable costs from any eligible refund, subject to applicable law.

If the product has already been delivered, the request will be treated according to the company’s applicable return policy rather than as a simple order cancellation.

4. Refund Eligibility

A refund may be considered in circumstances such as:

  • An eligible order is successfully cancelled before dispatch.
  • The company is unable to fulfil a confirmed order.
  • A bicycle is delivered with a verified manufacturing defect that cannot reasonably be repaired or resolved, subject to inspection and applicable law.

Refund eligibility is determined after reviewing the circumstances of the request and the applicable purchase terms.

5. Product Return

Where a return is approved:

  • The bicycle must be returned in the condition specified by the company.
  • The customer may be required to provide the original invoice, order details, warranty information, and product identification details.
  • All supplied accessories, documents, keys, chargers, and other applicable items should be returned where required.
  • The product may be inspected before a refund or replacement is approved.
  • Damage caused after delivery by misuse, accident, unauthorized modification, improper handling, or negligence may affect return or refund eligibility.

6. Damaged or Defective Product

If the customer receives a bicycle that appears damaged or has a manufacturing defect, the customer should contact Better Green Global Pvt. Ltd. as soon as reasonably possible.

The company may inspect the product and, depending on the nature of the issue, provide:

  • Repair
  • Replacement of the affected component
  • Replacement of the product
  • Refund, where applicable

The appropriate resolution will depend on the nature of the issue, applicable warranty terms, and applicable consumer protection laws.

7. Warranty Claims vs. Refunds

A product issue covered by the company’s warranty does not automatically entitle the customer to a refund.

Where a covered component can reasonably be repaired or replaced, the company may provide repair or replacement in accordance with the applicable warranty policy.

Refunds will be considered where required by applicable law or where otherwise approved under the company’s refund policy.

8. Non-Refundable / Non-Returnable Situations

Subject to applicable consumer protection laws, refunds or returns may not be available for:

  1. Damage caused by accidents, misuse, negligence, or improper use.
  2. Unauthorized modifications or repairs.
  3. Damage caused by improper charging, storage, or maintenance.
  4. Normal wear and tear.
  5. Products damaged after delivery due to customer handling.
  6. Accessories or consumable items where applicable.
  7. Requests made outside the applicable cancellation or return period.

9. Refund Processing

Once a refund has been approved, the company will initiate the refund through the applicable payment method or another agreed method.

The time taken for the refund to reach the customer’s account may depend on the payment gateway, bank, card issuer, or other financial institution involved.

10. Shipping & Transportation Charges

Where applicable, shipping, delivery, pickup, transportation, installation, or handling charges may be treated separately from the product price.

Any deductions or charges applicable to a cancellation or return will be communicated to the customer, subject to applicable law.

11. Exchange / Replacement

Where an exchange or replacement is approved, the replacement will be subject to product availability.

A replacement may be provided instead of a refund where permitted under the applicable policy and law.

12. Customer Responsibility

Customers are requested to:

  • Provide accurate order and contact information.
  • Inspect the bicycle upon delivery.
  • Report any visible damage or missing items promptly.
  • Retain the original invoice and relevant purchase documents.
  • Follow the product’s operating, charging, maintenance, and safety instructions.

13. Fraudulent or Misuse-Related Claims

The company reserves the right to investigate suspicious, fraudulent, misleading, or repeated claims.

Where permitted by law, claims involving intentional damage, false information, unauthorized alteration, or misuse may be rejected.

14. Changes to This Policy

Better Green Global Pvt. Ltd. may update this Refund & Cancellation Policy from time to time to reflect changes in its products, services, business practices, or applicable legal requirements.

The latest version will be made available through appropriate company communication channels.

15. Consumer Rights

Nothing in this policy is intended to restrict or remove any rights or remedies available to customers under applicable consumer protection laws.

Where applicable law provides a greater right to cancellation, return, replacement, repair, or refund, those legal rights will prevail.