Refund Policy

Refund and return policy

Refund and return request would be considered under the following conditions:

  1. The product has not been opened, is within 7 calendar days after receiving the product and it is brand new and unused;

    Return and refund can not be authorized if a skateboard under consideration has been ridden on the ground or other circumstances that would affect re sale.

  2. If the product is found to have manufacturing defects within 15 calendar days after receiving the product, you can apply for a return and refund service

  3. Where applicable, a 5% restocking fee and shipping fees will be charged on cancelled orders that have already been shipped to the customer should a return of this nature be authorized.

Refunds will not be accepted under the following conditions:

  1. Refund request is made beyond 15 calendar days of receiving a product.
  2. If a product sent to Exway for return or refund does not include all original accessories, attachments, or packaging, or any item that is not in new or like-new condition, i.e. with cracks, dents, or scratches.
  3. If Legal proof of purchase, receipt, or invoice is not provided or is reasonably believed to have been forged or tampered with.
  4. If any damage to the product is caused by unsupported modification of the product, including specifically exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) into the electronics, or improper installation or operation.
  5. If product labels, serial numbers, water ingress markers, etc. show signs of tampering or alteration.
  6. If damage is caused to the product by uncontrollable external factors, including fire, floods, high winds, or power surges lightning strikes.
  7. A product is not delivered to Exway within 15 calendar days after Return & Refund Service confirmation is sent from Exway.

Specific return ineligibility

Exway skateboards are pretty amazing products for what they are. The only way we are able to make such decks available in Canada at the prices that you see is via very slim operating margins. We earn our money mainly via the sale of parts and accessories, less so the deck's themselves. As such, Exway Canada cannot operate under a rental model. That is to say we sell and do not rent skateboards, if you ordered a skateboard and ride it for a few months and decide you do not like it, we cannot accept a return and refund under such a circumstance. However exway decks to seem to carry decent resale value, it would be an option to resell it. 

Below is a list of common reasons that we cannot and will not return an order:

- the wheels have worn out or broken down. 

Any skateboard wheel will break down sooner or later. If you do not like the stock wheels, it is possible to order after market wheels with a decent amount of choice. But returning your deck because the wheels broke down is like retuning a car because of a flat tire

- The belts have snapped.

Belts (and wheels) are a consumable item, they will break down sooner or later and will need to be replaced. Even if your belts are replaced the same thing will eventually happen, wheels will wear out, belts will snap and this is not a defect. The remedy here is simply to replace the belt as needed. We recommend you always carry spare belts so that you have one on hand when needed. 

- Damaged components via regular proper and improper use.

Even when riding properly, any skate board will take on damage cause by things that you ride over. This includes obstacles like stones and cracks glass, etc, it also included various terrain such as curbs and stairs. 

Some components on Exway decks were designed to be damaged , destroyed and then replaced. The most obvious being wearable items such as wheels and belts, but also includes things like belt guards, motor guards or various other guards. Such components were designed to be damaged in an effort to protect another component. The idea is that by damaging a replaceable guard, the component that the guard is protecting can be saved from that damage. 

It is also an option to ride with out some components, many of our replaceable components are actually optional and only designed to protect or preserve another part of the deck and are not considered to be defects. 

A component that was designed to be replaced is not a sign of low quality. The points listed in this section describe parts of the deck that were meant to and expected to break down via regular use. These points hold true for any esk8 of any brand, and not unique to Exway. 

 

Return & Refund Instructions

If you would like to apply for a return and refund, please contact us within 7 calendar days of receiving your product(s).

 Contact email exwaycanada@gmail.com customer support to apply for a return and refund. Provide the following:

  1) Order Number:

  3) Return Product Name & Quantity:

  4) Return Reason:

  5) Images or Videos of Products and Intact Packaging:

We will process your return and refund application within two or five working days after receiving your email.

Refund Time

Refunds will be processed using the same method that was used to make the payment. The refund process takes about 2-10 days, depending on the bank or credit card issuer. While refunds usually go through in 2 days, if there is any delay, no action on any inquiries will be initiated until 10 days have passed.

Return Shipping

Customers need to pay for any return shipping unless the refund is due to product defects. In the case that it is a return due to product defect, we will handle and cover the shipping but a 5 percent restocking fee will likely apply.

Replacement Instructions

If parts replacement or product exchange is needed, please contact Exway customer support by emailing exwaycanada@gmail.com.

Shipping for parts replacement

Exway shall be responsible shipping for any products sent in for replacement due to defects.

The customer shall be responsible for shipping for any products sent in for replacement or repair after the warranty period has expired.

When a repair ticket is initiated it may not be clear whether the issue is covered under warranty. Exway Canada will  typically cover the shipping to our repair center but if it is later determined that the issue is not covered by warranty, the cost of shipping to us will be invoiced back to the rider and the cost of shipping the deck back will also be covered by the rider.