After-Sales Service Policy

Thank you for choosing Strutt. We are committed to providing you with exceptional products and a superior service experience. To ensure that you enjoy convenient and worry-free after-sales support throughout your product journey, we have established a comprehensive service policy. Whether before purchase, during purchase, or while using our products, our service team is dedicated to offering professional and prompt assistance.

Please note that this after-sales service policy does not cover products intended for commercial use. For commercial applications, contact Strutt Customer Support for further information.

1. Scope of Coverage

This policy applies only to Strutt products and their included accessories purchased directly through the official website.

For products purchased through non-official channels, authorized dealers, or third-party platforms, the return and exchange policies of the respective channel shall apply, unless otherwise required by law. Strutt’s official website is not responsible for returns or exchanges of such products. For return or exchange services, or any related inquiries, please contact the seller from the corresponding channel directly.

2. Return and Exchange Policy

Return Policy

This policy applies to return requests not related to product quality. For issues involving manufacturing defects, functional failures, or safety concerns, the relevant Warranty or DOA policy shall apply instead of this policy.

a. Eligibility Period

Return Request Period: For all Strutt products and accessories purchased through the official website, return requests must be submitted within 30 days from the date of receipt. Requests submitted after this period will not be accepted.

b. Return Types

14-Day No-Reason Return

The product remains unactivated, with a total mileage of 0 km and 0 hours of powered usage.
The system shows no faults, error codes, or abnormal records.
The product shows no signs of wear, including no scratches, stains, damage, or other indications of use.
Original packaging, accessories, and user manuals are complete and intact.

30-Day Controlled-Use Return

Total mileage does not exceed 10 km, and total powered-on usage time does not exceed 20 hours.
No structural damage, deformation, or water ingress.
No unauthorized modifications, disassembly, or repairs.
Driving, braking, and safety system functions operate normally.
Exterior shows no significant scratches or wear.
Original packaging, accessories, and manuals are complete.

c. Return Requirements

A valid original proof of purchase (order number, receipt, etc.) must be provided when requesting a return.
The product itself, all original accessories, manuals, and packaging must be returned together.
If any information or items are incomplete, the brand reserves the right to refuse the return request.
It is recommended that you keep the original packaging for at least 30 days from the date of receipt.

d. Return Process & Authorization

Return Request

Return Shipping

Product Inspection

e. Return-Related Fees

No-Reason Return Period: The return shipping cost will be borne by the customer.
Returns for Non-Quality Reasons: The return shipping cost will be borne by the customer.
30-Day Controlled Trial Returns: The return shipping cost will be borne by the customer.
Return Shipping for Quality Issues: We only cover return shipping costs for products with confirmed quality issues.
Depreciation or Handling Fees: Based on the inspection results, a depreciation or handling fee of 5%-10% may be charged. The exact fee will be determined according to the inspection outcome.
Returns Not Matching Order Information: If the returned product does not match the order information, Strutt reserves the right to refuse the refund, and the customer will be responsible for the round-trip return shipping costs.
Inspection Failure: If the product fails Strutt's official inspection regarding packaging, appearance, or functionality, the return request will be rejected, and the customer will need to pay for the round-trip shipping costs.

f. Inspection & Refund

All returned products must undergo inspection. Once the inspection is passed, the related refund will be processed.

Refund Policy

a. Refund Eligibility

Under applicable legal requirements, the following scenarios are eligible for a refund:

Returns that meet the conditions for no-reason return and controlled use return periods.
DOA (Dead on Arrival) or warranty cases that are confirmed to be unrepairable or unreplaceable.
Other scenarios where a refund is legally mandated by applicable laws.

b. Refund Method & Timing

The refund will be processed back to the original payment method.
After the product inspection is completed, the refund will be processed within 7–14 business days and returned to the original payment channel.
The actual time of receipt depends on the processing time of the payment institution.

Exchange Policy

a. Applicable Situations

Exchanges are only applicable under the following circumstances:

Within 30 days of order delivery, if the received product differs from the ordered product in terms of model, configuration, or quantity.
Within 30 days of order delivery, if the product experiences non-user-caused performance failure or early functional faults, an exchange request may be made.
For other special circumstances, customers must contact Strutt official customer service for evaluation, and Strutt will decide whether to approve the exchange based on the actual situation.

b. Exchange Principles

If feasible, exchanges are preferred over refunds.
The exchanged product will, in principle, be of the same model or an equivalent in functionality.
Each order is generally allowed only one exchange (unless otherwise required by law). If other situations arise, please contact Strutt official customer service for assistance.
In case of an exchange, the warranty period will not reset. The exchanged product (whether the full vehicle or spare parts) will follow the remaining warranty period.

Order Cancellation Policy

Note: This policy is applicalbe to Fully paid and Balance-Paid Orders

a. Before Cancellation Shipment

Orders can be cancelled free of charge within 12 hours after placing the order.
Orders cancelled after 12 hours will incur a 5% cancellation fee.

b. After Cancellation Shipment / Refused Delivery

The return shipping cost will be borne by the customer.
A 15% cancellation fee of the order amount will be charged.
Please submit a return request promptly and notify us upon delivery. If you refuse the product without prior notification, an additional 10% cancellation fee will apply.

Situations Where Return, Refund, or Exchange Are Not Accepted

Products purchased from non-official channels, without valid proof of purchase, receipt, or invoice, where the source or original condition cannot be verified.
Products that have been resold, transferred, or leased.
Unauthorized modifications, repairs, or component replacements.
Damage caused by accidents, negligence, misuse, or failure to follow the instructions in the user manual, including external and functional damage.
Products with altered or tampered labels, SN labels, serial numbers, etc.
Damage caused by natural disasters or other force majeure events.
Replacement parts, generic accessories, or consumables that have been opened or used.
Products returned without obtaining an RMA (Return Merchandise Authorization) number.
Other situations as specified in this policy.

3. Warranty Policy

Warranty Coverage

This warranty policy applies to products and accessories purchased through the official Strutt website. We provide a 5-year warranty for the vehicle frame, starting from the delivery date of the order, and Strutt will notify you via email. For the warranty of key components, please refer to the key component warranty document.
The product is covered under warranty if the defect or damage is not caused by human error or misuse.
The SN (Serial Number) must be clearly legible and not altered or damaged.

Warranty Terms & Limitations

The following situations are not covered under warranty:

Non-official purchases: Products purchased through non-official channels, or without valid proof of purchase, receipt, or invoice that can verify the product's origin.
Second-hand, transferred, rented, or lost/stolen products: Including products that have been resold, transferred, rented, or reported lost or stolen.
Human-caused damage or misuse: Damage resulting from accidents, misuse, improper operation, or failure to follow the user manual.
Unauthorized repair or modification: Any unauthorized repair, replacement of parts, modification, or disassembly of the product will void the warranty.
Consumable parts&Comfort Components: Normal wear or cosmetic damage to consumable or comfort components such as wheel, seat cushions, back cushions, and similar items are not covered.
Environmental damage: Damage caused by exposure to extreme temperatures, humidity, chemicals, or other uncontrollable environmental factors (including water damage, such as but not limited to damage caused by high-pressure washing).
Scope of warranty coverage: The warranty covers manufacturing defects only and does not include performance degradation caused by normal use, natural aging, or minor deformation.
Out of warranty period: Products that have exceeded the specified warranty period are no longer eligible for free repair or replacement services.

Warranty Notes

Please regularly check your purchased Strutt products to avoid additional damage caused by improper use.
Users are responsible for properly maintaining and storing the product under normal usage conditions to prevent damage due to unsuitable environmental factors.

Main Components Warranty Period

Category	Component	Warranty Period	Notes
Vehicle Frame	Chassis	60 months	Warranty for the overall vehicle structure refers only to the main load-bearing components and does not include removable or exposed auxiliary parts. It covers structural manufacturing defects only and does not cover damage caused by external impact, overloading, drops, corrosion, surface scratches or wear, unauthorized modifications, collisions, water immersion, high-pressure washing, or prolonged exposure to high humidity. Such damage is not covered under the warranty.
	Support Post
	Seat Base (including seat, backrest, and footrests)
Power Components	Front wheel motor module & Rear wheel motor module	12 months	Does not cover damage caused by water immersion, overloading, aging of electronic components, or unauthorized disassembly/modification, nor any damage beyond normal use.
Battery and Charging System	Battery	12 months	When the cycle count falls below 3,200 and the health capacity is below 80%, the warranty does not cover damage caused by non-original usage, external forces, water immersion, high-humidity environments, or exposure to direct sunlight. Natural capacity degradation over time due to normal use is not covered under the warranty.
Battery and Charging System	Charger	12 months	Does not cover damage caused by non-original use, external forces, high temperature or humidity, or water immersion.
Electrical Components	Touchscreen	12 months	Does not cover damage caused by external impact, destruction, or drops; nor damage resulting from water immersion or use in high-humidity environments.
	Sensor	12 months	Applies to sensors other than LiDAR and cameras. Does not cover damage caused by contamination, obstruction, water immersion, high-humidity environments, improper cleaning, or failure to follow the cleaning instructions in the user manual.
	LiDAR Module	12 months	Does not cover damage caused by collisions, wear, environmental interference, external LiDAR impact, or water immersion.
	Camera	12 months	Does not cover damage caused by lens breakage, water immersion, or external laser damage.
	Camera Fill Light	12 months	Damage caused by external forces is not covered under the warranty.
	Front and Rear Lights	12 months	Does not cover damage caused by collisions or water immersion.
	Other module assemblies, including but not limited to the Vehicle Control Module, Drive Module, Intelligent Driving Module, PCBA, and other similar module assemblies	12 months	Issues caused by abnormal use, environmental factors, natural aging, unauthorized disassembly or modification, external damage, water immersion, software or system anomalies, and similar reasons are not covered under the warranty.
	Various Wiring Harnesses	6 months	Damage caused by pulling, wear, or loose connections is not covered under the warranty.
Consumable	Front Wheel (including hub) Rear Wheel (including hub) Left and Right Foot Guards Joystick Module Seat Belt Anti-tip Wheels Onboard Tools Armrest Charging Port Protective Cover Battery Charging Port Protective Cover Mudguard	Not covered under warranty	No standard warranty is provided; only Dead on Arrival (DOA) cases are supported.
Comfort Components	Seat Cushion	Not covered under warranty	No standard warranty is provided; only Dead on Arrival (DOA) cases are supported.
Comfort Components	Back Cushion	Not covered under warranty	No standard warranty is provided; only Dead on Arrival (DOA) cases are supported.

4. DOA (Dead on Arrival) Policy

If you notice any obvious defects or shipping damage within 48 hours after receiving the product, please contact our official customer service immediately.

If the issue is confirmed to be due to DOA (Dead on Arrival) or shipping-related responsibility, Strutt will offer a replacement, repair, or refund solution.
If inspection confirms that the problem was caused by improper use or operation after receipt, we reserve the right to deny the return request.

5. Repair Cost Policy

Parts Replacement Within Warranty Period

a. Quality-Related Issues:

If a part is confirmed to have manufacturing defects or quality issues, Strutt will cover the return and replacement shipping costs and provide free part replacement.

b. Non-Quality Issues:

If part damage is confirmed as non-quality related (e.g., user misuse, excluding damage caused by third parties), shipping costs will be borne by the customer.

Non-Free Repair Services
If the product does not qualify for free repair (e.g., beyond the warranty period, intentional damage, or other conditions not covered by warranty), Strutt will offer paid repair services. Charges include:
Inspection Fee (cost for diagnosing the issue)
Parts Cost (cost for replacement parts)
Labor Fee (cost for repair labor)
Shipping Fee (cost for returning the repaired product)

c. Customer-Borne Shipping Costs

If shipping costs for part replacement are high (e.g., cross-border shipping), Strutt will notify the customer in advance, clarify the cost amount, and proceed only after customer confirmation.

Parts Replacement Timeline

After confirmation of a part replacement request, processing is typically completed within 1–4 weeks (subject to delays due to logistics or other factors).
If issues arise with the supplier or inventory of replacement parts, Strutt will promptly notify the customer and provide a solution.

Disclaimer

This parts replacement policy applies only to genuine parts purchased through the official website and does not cover parts purchased through other channels.
Replacement services do not cover part failures caused by accidental damage, misuse, or improper operation.
Strutt reserves the final right to interpret this policy and may update it as needed.

6. Warranty Service & Contact Information

Fault Reporting

If your product malfunctions or is damaged, please contact official customer service within the warranty period and provide the following information:

Order number and proof of purchase
Description of the issue with photos/videos
Product status (e.g., usage duration, mileage, etc.)

Fault Confirmation and Handling

After receiving your fault report, customer service will confirm the issue based on the provided information and propose a solution. If the product needs to be returned, you will receive an RMA (Return Merchandise Authorization) number.

Repair or Replacement: If the fault is confirmed to be covered under warranty, Strutt will provide free repair or replacement services.
Refund Processing: If repair or replacement is not possible, Strutt will offer a full refund or exchange for the same model.

Contact Information

Email: service@strutt.inc
Service Hours: 10:00 AM to 7:00 PM (SGT), Monday to Friday

7. Legal Statement

This policy does not affect the statutory rights granted to consumers under applicable laws.
Exclusions from liability include damages caused by accidents, collisions, or abuse; issues resulting from unauthorized modifications or the use of non-Strutt components; defects due to improper installation, maintenance, or storage; damages arising from commercial use, competitive events, or other high-intensity usage scenarios; and damages caused by force majeure or environmental factors. Such cases are not covered under the Strutt brand's after-sales service policy.
We reserve the final right to interpret the product after-sales service policy and may make adjustments in accordance with legal requirements.
Our after-sales service policy applies to all international customers who purchase products through the official website. Warranty periods and service content may be adjusted according to the laws and regulations of different regions.
In certain regions, consumers' statutory rights take precedence over this warranty policy. In case of conflict, adjustments will be made in accordance with local laws.