Terms of service

Store Policy  
Company: PRIMEROUTE COMMERCE (HK) LIMITED  

Privacy Policy  

Last Updated: September 9, 2026  

This Privacy Policy explains how PRIMEROUTE COMMERCE (HK) LIMITED ("we" or "our") collects, uses, stores, shares, and protects your personal data when you visit our online store, place an order, or use our services.  

We only collect personal information that you voluntarily provide, including your name, email address, shipping address, contact number, and payment details. Your data will be used for order processing, logistics arrangements, customer support, and compliance purposes.  

We do not sell your personal information to any third parties. Data may only be shared with logistics partners, payment service providers, and relevant regulatory authorities when required by law.  

Under the General Data Protection Regulation (GDPR), you have the right to access, correct, or request deletion of your personal data. For privacy-related inquiries, please email us at primerouteshop@gmail.com.  

Return & Exchange Policy  

This policy applies to electric scooters and e-assist bicycles (EPAC).  

14-Day Return Period (Unused Items)  

Within 14 calendar days of receiving the product, you may return an electric scooter or e-assist bicycle, provided all of the following conditions are met:  

• The item is brand new and has not been used  
• The vehicle has not been ridden, assembled, or charged  
• All original packaging, accessories, manuals, and labels remain intact  
• The item is not a custom-ordered or specially configured product  

EU consumers are entitled to a statutory 14-day right of withdrawal under EU consumer law.  

Return Shipping Costs  

• If the return is due to our fault (wrong item shipped, defect upon delivery, transit damage): We will cover the return shipping costs.  
If the buyer receives the item unused and discovers a quality issue within 7 days, and the issue cannot be resolved through sending replacement parts, returns will be accepted.  

• If the return is due to personal reasons (change of mind, wrong model ordered, dissatisfaction with the product): The buyer is responsible for all return shipping costs.  
If the buyer does not use our official return label, they must pay for shipping and warehouse handling fees totaling 4.5 EUR (self-shipping carries risk of rejection by the warehouse).  

Returns due to product quality issues must be approved by us before processing.  

Additional Return Instructions  

1. For courier pickup returns, buyers must provide accurate pickup date and address at least two working days in advance. Please prepare the item and all accessories for return in advance. (Note: Logistics carriers charge per pickup attempt regardless of success.)  

2. For self-drop-off at a courier outlet, please notify us one working day in advance and provide complete return details, including full name, address, contact number, and email.  

3. Buyers must provide accurate delivery address information. If delivery fails due to incorrect address, inability to contact the buyer, restricted access at the delivery location, or similar issues resulting in package return to warehouse, the buyer shall bear all associated costs.  

4. Any changes to shipment details after the return label has been issued will incur additional charges from the courier. Reissuance fee: 3.5 EUR per change. (Changing details carries risks—successful redelivery is not guaranteed. Please confirm all delivery details before placing your order.)  

VI. Return Package Guidelines  

1. Buyers must clean the vehicle thoroughly before returning it, especially the frame, handlebars, front and rear wheels, and rear cover. After cleaning, please send clear photos as proof. Failure to clean the vehicle properly may affect refund amounts. Pack the item exactly as received.  

2. Return all accessories and instruction manuals. If any accessories are missing, the cost of re-sending them from China will be deducted from the refund amount.

3. Please print the return shipping label and affix it to the outer box (the return label must completely cover the original shipping label), and arrange for a full six-sided photo of the package to prevent scanning issues that could result in the parcel being returned to the sender during transit.

4. For returns via self-drop-off at a courier outlet, buyers must ship the returned item and provide proof of shipment within 7 business days from the date of receiving the return form. If the item is not shipped on time, we reserve the right to reject the refund request.

5. For returns via courier pickup service, buyers must schedule a courier pickup and deliver the package to the courier within 7 business days from the date of confirming eligibility for return. Proof of shipment must be provided. Failure to deliver the package within this timeframe may result in us rejecting the refund request. If the buyer’s schedule does not allow for pickup, we recommend using the self-drop-off method instead.

6. After handing over the return package to the courier, please keep the delivery receipt signed by the courier (second page of the return form) and send a photo back to us. This document is essential for filing claims in case of lost packages.

7. We will only initiate the refund process after entering the claim procedure. Typically, if a package has not been delivered within 21 days, we can begin the lost-package claim process. It takes approximately one week before the formal claim process begins, after which we can proceed with the refund. (On average, it takes 7–8 months to receive compensation through claims, with a success rate of about 50%). Therefore, if a package is lost, you should expect payment approximately one month later—please be patient.

Lost or Damaged Packages

If a package is lost or damaged during transit:

1. Please contact us by email within two days of the expected delivery date, providing your order number and photos of the damaged product or outer packaging.

2. We will coordinate with the logistics provider to initiate a claim. Once the investigation is complete, we will arrange either a replacement or a refund.

If the outer packaging shows obvious damage when the courier delivers the package, please instruct the buyer to refuse delivery. Once the buyer signs for the package, it is considered accepted without issue. If the product is damaged upon unpacking, we cannot file a claim against the logistics company, and all related losses will be borne by the buyer.

If damage is discovered during contactless delivery, the buyer should take photos of the package before opening it (clearly showing the damaged area and ensuring the shipping label is visible). Then, take additional photos of the contents after unboxing. In such cases, claiming compensation from the carrier may not succeed; therefore, we advise buyers to avoid using contactless delivery addresses whenever possible.

After-Sales Terms

1. Minor scratches on the vehicle body are not considered product quality defects. Buyers who are concerned should place orders cautiously. If a return is requested due to this reason after receiving the product and without having used the vehicle, it will be treated as a " no-hassle return policy
," and all return shipping costs will be borne by the buyer. The refund amount will depend on the condition of the returned product upon inspection. If the product affects resale value, a full refund may not be granted.

2. No road-use certification is provided for the vehicles. Buyers should place orders carefully. If a return is requested due to this reason after receiving the product and without having used the scooter or bicycle, it will be treated as a "no-hassle return policy
," and all return shipping costs will be borne by the buyer. The refund amount will depend on the condition of the returned product upon inspection. If the product affects resale value, a full refund may not be granted.

Warranty Policy

This warranty applies to electric scooters and e-assist bicycles (EPAC) purchased from our store.

Warranty Coverage

Free replacement parts are provided during the warranty period. Buyers are responsible for shipping and repair costs. Warranty periods are as follows: For other components found defective upon receipt, please report the issue within 7 days of delivery, and we will arrange a free replacement. Any defects reported beyond this period will require the buyer to cover the cost of replacement.

Item             Component Name         Warranty Period
Item             Parts Name                     Warranty Period

Main Parts  
Motor – 12 months  
Controller – 12 months  
Charger – 12 months  
Battery – 6 months  

Function Parts  
Front Light – 3 months  
Tail Light – 3 months  
Display – 3 months  
Brake Light – 3 months  
Mechanical Brake Device – 3 months  
Electric Brake – 3 months  
Electric Accelerator – 3 months  

Appearance Parts  
Paint – No warranty  
Logo – No warranty  
Decoration Strip – No warranty  
Foot Pad – No warranty  
Mudguard – No warranty  
Other Accessories Not Listed – No warranty  

Warranty period begins from the date of receipt of the product.

This warranty does not cover:  
1. Damage caused by modifications using non-original parts.  
2. Damage resulting from misuse or deliberate damage.  
3. Damage caused by traffic accidents, natural disasters, or war.  
4. Damage due to water ingress or submersion.  
5. Damage to components caused by unstable voltage.  
6. Parts that have exceeded their warranty period.

To apply for warranty service, please send an email with your order number and photos/videos of the issue to [primerouteshop@gmail.com].

Shipping Policy

Orders from EU customers are shipped from local warehouses within the EU.  
Order processing time: 1–3 business days.  
Delivery time after shipment for EU orders: 5–10 business days.  

Shipping fees are automatically calculated at checkout based on shipping address and product weight; most regions enjoy free shipping.  

We assume no responsibility for delays caused by force majeure events or carrier-related issues.  

For logistics inquiries, please contact [primerouteshop@gmail.com].

Cookie Policy

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Company Information

PRIMEROUTE COMMERCE (HK) LIMITED  
Contact Email: [primerouteshop@gmail.com]