Refund policy

Refund & Return Policy

Last updated: September 2026

At sunnigoo shop, we want you to love your ride. If something isn't right, this policy explains your options for returns, exchanges, and refunds.

1. EU & UK Consumers – Right of Withdrawal (14 Days)

If you are a consumer in the European Union or the United Kingdom, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, inform us by email at lemon@hzneighbor.com before the 14-day period expires, then return the item within 14 days of notifying us.

To receive a full refund, the product must be returned in its original packaging with all accessories, and show no more than the handling a display item in a physical store would receive. Products showing clear signs of use beyond testing may be subject to a reduction in refund value.

2. Standard Return Window – 30 Days

For all other customers (including the United States), we accept return requests within 30 days of delivery, provided that:

  • The product is in its original packaging with all parts, accessories, chargers, keys, and documentation;
  • The product is in resalable condition (light testing is acceptable);
  • The product has not been modified, repaired by unauthorized parties, or damaged by misuse.

3. Non-Returnable Situations

  • Products damaged by misuse, water ingress, overloading, unauthorized modification, or improper charging;
  • Missing original packaging or accessories;
  • Return requests submitted after the applicable return window;
  • Gift cards and clearance items marked "final sale" at the time of purchase.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us at lemon@hzneighbor.com within 7 days of delivery with your order number and photos or a short video of the issue. We will, at our option:

  • Send free replacement parts;
  • Arrange a replacement unit; or
  • Issue a full refund, including original shipping costs.

For e-bikes and e-scooters, minor cosmetic imperfections from transit that do not affect function may be resolved with partial compensation or touch-up kits rather than full returns.

5. Lithium Battery & Transport Safety

Our products contain lithium-ion batteries classified as dangerous goods (UN 3171 / UN 3481) for transport. When returning any product:

  • Power off the device and disconnect or secure the battery per our return instructions;
  • Use the original packaging where possible;
  • Do not ship a damaged or swollen battery — contact us first for special instructions.

6. Return Shipping Costs

  • Our cost: if the return is due to a defective, damaged, or incorrect item, we cover return shipping.
  • Your cost: for withdrawal, change-of-mind, or non-defect returns, return shipping is paid by the customer unless otherwise required by local law.

7. Refund Process & Timing

Once we receive your return, we will inspect it within 3–5 business days and notify you of the outcome. Approved refunds are issued to the original payment method within 14 days of inspection. Depending on your bank or payment provider, it may take an additional 3–10 business days for the funds to appear.

8. Warranty Is Separate

Returns under this policy do not affect your statutory rights or the manufacturer warranty on the product. See the warranty terms included with your product for coverage duration and claim procedures.

9. Order Cancellation

Orders can be cancelled free of charge before dispatch. Once an order has shipped, the return process in Sections 1–2 applies instead.

Contact

Return requests: lemon@hzneighbor.com — please include your order number, the issue, and photos where applicable. We aim to respond within 1–2 business days.