Thank you for sharing your concerns with us. We sincerely regret the frustration you’ve experienced, and we’d like to clarify our efforts to resolve this matter fairly.
Active Resolution Attempts: We have been actively working to address your issues. You mentioned missing accessories (battery and charger) and damaged parts, which we confirmed were included and intact before shipment, as evidenced by our packing records and factory production proof. Despite this, we offered to send replacement parts (battery, charger, and axle repair components) to resolve the issue at no additional cost. However, you declined this solution.
Return Policy: Our website’s policy clearly states that refunds are only processed upon return of the item. While you insisted on a refund without returning the product, we are unable to accommodate this request as it contradicts our policy and standard business practices. We’ve submitted all relevant evidence (including factory packing videos and pre-shipment documentation) to the bank to support our position.
Damaged in Transit: If the item arrived damaged, we advised filing a claim with the shipping carrier together—not on our behalf alone—as they are responsible for transit-related issues. We are happy to assist with this process, but a refund still requires the product’s return per our policy.
We value your business and want to emphasize that our goal is to ensure fair solutions for both parties. If you’re willing to return the item, we’ll gladly process a full refund upon receipt. Alternatively, we remain ready to send the promised replacement parts to restore your product’s functionality.（Return shipping costs are the buyer's responsibility.）
Please let us know how you’d like to proceed. We appreciate your understanding and hope to resolve this matter amicably.
Best regards,
