Return policy

Groupe Noaio s.e.n.c. undertakes to take back your items under certain conditions.

Upon presentation of your electronic invoice and within a maximum of 15 days following receipt of your goods, we can refund your purchases. The merchandise must be in new condition and returned in its original packaging. All refunds will be made via PayPal or Interac transfer. Shipping charges and charges for oversized items that may have been charged to you when you purchased online will not be refunded. Please contact our after-sales service before any return.

Technical problem on your product under warranty

A technician from our company is available for any technical problems you may encounter. You cannot modify or open your article without contacting Noaio Group s.e.n.c. Our products are under warranty for 1 year, not being accredited by the manufacturer, this warranty would be automatically withdrawn. If you have a problem, please contact our technical department. If we are unable to resolve it or make the correct diagnosis, we will ask you to return the product. Unfortunately, we cannot cover the shipping costs. Please contact our after-sales service before any return.

In which case is my warranty not valid?


Excluding general warranty

  • Abnormal use of the product
  • Product crashes/shocks
  • Product breakage
  • Puncture
  • Pneumatic wear and tear and inner tube
  • Oxidation
  • Problem of autonomy (depending on the case)
  • Light systems (LEDs, headlights...)
  • Wear parts in general
  • If the product has been dismantled by someone other than New Walkings Customer Service.

Out of battery warranty

  • If the storage conditions are not respected.
    Recommended storage conditions between +5°C and +35°C in a dry and healthy place.
  • If the charging conditions are not met.
    Recommended charging conditions between +10°C and +30°C in a dry and healthy place, with a charge at least every 3 months.
  • If the conditions of use are not respected.
    Recommended operating conditions between 0°C and +35°C.
  • If the capacity is greater than 50% of the announced nominal value.
  • In case of oxidation and/or humidity.

Processing time

After-sales service Theoretical time limit[working days]
  In stock parts Parts to be ordered
flat tire 5d 30d
breakage 15d 30d
Electronics 10d 30d
Autonomie 10d 30d
Adjustment/maintenance 5d 30d

 

Damage on delivery

Please complete our attached return form. Indicate all the damage and attach photos if necessary to illustrate the damage. This information will be very useful to us in determining the nature of the problem and avoiding these inconveniences in the future. We will contact you back to solve your problem and make a possible return of goods.

The main points of our return policy

  • Before returning an item, make sure you have the approval of our customer service.
  • Returns must include all accessories, documentation and packaging with of course the main product.
  • Please do not delete, open, modify or connect an external product to your item until you have contacted our customer service.
  • Eligibility for a return is determined on a case-by-case basis. We can no longer guarantee a product that has been modified.
  • Returns can take up to 10 business days to process.
  • We will not replace items that have not been invoiced.
  • In case of machining problems, we will refund you the shipping costs.
  • We reserve the right to discontinue our support on older generation products as well as our return policy on products older than one year.
  • We suggest that you use a tracking system for all shipments. Lost items sent without tracking are not guaranteed.