Refund policy

Refund Policy – DRIVE UP Golf Cart

At DRIVE UP Golf Cart, we are committed to providing high-quality products and a reliable shopping experience. If you are not completely satisfied with your purchase, we are here to help.

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1. Return & Exchange Period

We offer a 30-day return and exchange policy from the date you receive your order.

 

2. Return Eligibility

To be eligible for a return or exchange, the item must meet the following conditions:

• The item must be unused, in its original condition, and suitable for resale.

• The item must be returned in its original packaging, including all original accessories, manuals, and parts.

• A valid proof of purchase (order confirmation number or receipt) is required.

Note: Items that are used, damaged by the customer, or not in resalable condition cannot be accepted for a refund. In such cases, the item may be shipped back to the buyer at the buyer's expense.

 

3. How to Initiate a Return (IMPORTANT – Read First)

All returns must be authorized in advance. Please do not send your purchase back without contacting us first.

Step 1: Contact us at hello@driveupgolfcart.com within 30 days of delivery. Provide your order number and the reason for return.

Step 2: Our team will review your request and, if approved, will provide you with a US-based return address and detailed return instructions.

(For customers outside the United States, see Section 11 for different return instructions.)

Step 3: Ship the item to the provided US address. You are responsible for the return shipping cost (unless the return is due to our error – see Section 4).

Return Shipment Deadline: Once your return is authorized, you must ship the item within 7 calendar days from the date we provide the return address. If we do not receive tracking information or the item within this period, your return authorization will expire, and the return request may be closed. If you need more time, please contact us before the deadline to request an extension. After this period, a new return request will be assessed based on the original 30-day return period.

Returns sent without prior authorization or to an incorrect address will not be accepted.

 

4. Return Shipping Costs – Who Pays?

Important: Original shipping fees (if any) are non-refundable for non-quality returns.

 

5. Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect due to our error:

• Contact us at hello@driveupgolfcart.com within 14 days of delivery.

• Provide clear photos or videos showing the damage, defect, or incorrect item.

• Once verified, we will offer either a free replacement or a full refund.

• We will cover 100% of return shipping costs for quality-related issues.

 

6. Refund Process

Once we receive your returned item at our US return facility and inspect it:

• We will notify you by email regarding the approval or rejection of your refund.

• If approved, your refund will be processed within 2 business days after we receive and inspect the returned item, and the refund will be credited to your original payment method within 5–10 business days from the date we initiate the refund (depending on your bank or payment provider’s processing time).

• Restocking fee: We do not charge restocking fees for authorized returns that meet our eligibility criteria.

 

7. Exchanges

We support exchanges for eligible items within the 30-day return period.

Please contact us before requesting an exchange so we can confirm product availability and assist you.

 

8. Photo/Video Verification (Optional but Recommended)

To help us process your return faster, we may ask you to provide clear photos or a short video showing the current condition of the item (including the product, accessories, and packaging). This helps us verify that the item is unused and in resellable condition.

• If you are able to provide photos/videos: We will prioritize your return request and process your refund quickly after we receive the item.

• If you are unable to provide photos/videos but still wish to return the item: We will still accept your return. However, because we cannot verify the item’s condition in advance, after we receive and inspect the item, if we find that it has been used, installed, damaged, or is not in resellable condition, we will refuse the refund and send the item back to you at your expense (return shipping cost). We will send you photos taken during our inspection as proof.

If the item is found to be in original, unused condition, we will process a full refund as normal.

• If you do not reply within 7 business days after we request photos/videos: We will assume you no longer wish to proceed with the return, and your return request will be automatically closed. Please note: If you still need to return the item later, you may contact us again to initiate a new return request, as long as it is within the 30-day return period since the package delivery. Once the 30-day return period has passed, you will no longer be able to request a return.

• We strongly recommend that you provide clear photos/videos. This helps us verify quickly and process a full refund for you within the 30-day return period, avoiding unnecessary fees or delays.

 

9. Unauthorized Returns

Any item returned without prior authorization or to an address other than the one we provided will be refused or, if already delivered, will be held at our warehouse. We will notify you and give you the option to:

• Pay the return shipping cost to have the item sent back to you; or

• Authorize us to dispose of the item (at no cost to you or for a small disposal fee, which will be clearly communicated).
  No refund will be issued for unauthorized returns.

 

10. Contact & Business Information

If you have any questions or need assistance, please contact us:

• Email: hello@driveupgolfcart.com

• Phone: +86 18027555003

• Company Name: Dongguan Xianda Electric Vehicles Accessories Co., Ltd.

• Business Address: Room 1006, Unit 1, Building 9, UCC Global Center, 428 Dongguan Avenue, Nancheng Subdistrict, Dongguan, 523087, Guangdong, China

(This is our official business address. Return shipments should NOT be sent here unless explicitly instructed. You will receive a US return address upon authorization.)

 

11. International Returns (For customers outside the United States)

If you are returning an item from outside the United States, please note:

• Your return must be shipped to our China warehouse, not the US address.

• We will provide the China return address when we authorize your return.

• You are responsible for all return shipping costs, customs duties, and taxes, unless the return is due to our error (defective, damaged, or incorrect item).

• Refunds for international returns will be processed in the same way as domestic returns (see Section 6), but please allow additional time for customs clearance and international shipping.

• For customers in the United States, please use the US return address provided in your authorization email.

12. EU Statutory Right of Withdrawal (For Consumers in the European Union)

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 calendar days, without giving any reason, under the EU Consumer Rights Directive (2011/83/EU).

Withdrawal Period:

• The 14-day period begins the day after you (or a third party you nominate) receive the goods.

• If your order is delivered in multiple shipments, the period begins the day after you receive the last item of that order.

• If the 14th day falls on a weekend or public holiday, the period is automatically extended to the next working day.

How to Withdraw:

• You may notify us of your withdrawal at any time before your order ships, or within the 14-day cooling-off period after receiving the goods, by:

  • Emailing us at hello@driveupgolfcart.com; or

  • Submitting a request through your customer account at https://account.driveupgolfcart.com

• You do not need to provide a reason.

Return Obligations:

• After notifying us of your withdrawal, you have 14 days to send the goods back to us.

• You are responsible for the direct cost of returning the goods, unless we failed to inform you of this obligation before purchase.

Refunds:

• We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal notice.

• We may withhold the refund until we receive the goods back, or until you provide proof of return shipment.

Excluded Items (not eligible for withdrawal):

• Custom-made or personalized items.

• Sealed goods (e.g., hygiene or health-related products) that have been unsealed after delivery.

• Goods that are inseparably mixed with other items after delivery.

• Digital content or software that has been downloaded or streamed.

• Perishable goods or goods that expire quickly.

• Services such as hotel bookings, flights, or event tickets for a specific date.

For all other returns (non-EU customers or returns beyond the statutory withdrawal period), please refer to Section 1–11 of this policy.

 

DRIVE UP Golf Cart is a brand operated by Dongguan Xianda Electric Vehicles Accessories Co., Ltd., a company registered in China. We use a third-party logistics partner in the United States to process returns. This arrangement is designed to provide faster and more affordable return options for our US customers.