Relayway Electric Scooter - Amazon Platform Compliance Document
1. Company Compliance Information
1.1 Seller Entity Information
Legal Seller Name: Relayway Electric Technology Co.,Ltd.
U.S. Business Address: 1508 W Flora Ontario CA 91762, United States
Headquarters: Zhuhai, Guangdong, China (19 years of R&D, production & sales experience in smart mobility products)
Contact Information:
Phone: +1 (214) 603-6554
WhatsApp: +1 (214) 603-6554
After-Sales Email:info@relayway.net
Service Hours: Monday-Friday 9:00-18:00 (PST)
Authorized Certifications: CE Certification, RoHS Certification, Product Appearance Design Patent, Declaration of Conformity
After-Sales Support Network: After-sales warehouses located in designated states of the United States, providing efficient replacement, maintenance and technical support
1.2 Amazon Platform Compliance Statement
Relayway is
the only legal seller of record for all products sold on Amazon. Amazon only
provides logistics warehousing, distribution and delivery services, and does
not bear seller responsibilities, after-sales obligations or warranty
responsibilities. All transaction disputes, after-sales services, warranty
claims and policy explanations are solely undertaken by Relayway Electric
Technology Co., Ltd.
2. Core Service Commitments
2.1 Transparent Pricing & No Hidden Fees
All products
are marked with actual sales prices, and no additional hidden fees are charged
during the order payment process. Pricing is competitive and in line with
market fair trade standards, providing cost-effective electric scooter products
for consumers.
2.2 Professional Customer Support
Adopt Amazon FBA/Amazon Warehousing &
Distribution as the main logistics solution to ensure fast and stable order
delivery.
Professional after-sales team provides online
consultation, product troubleshooting, replacement guidance and maintenance
support.
Comply with Amazon platform customer service norms,
respond to consumer inquiries and after-sales demands in a timely manner.
2.3 Reliable Purchase Protection
All orders
are protected by Relayway’s official buyer protection policy, which is
independent of Amazon’s buyer protection system. We strictly fulfill return,
refund and warranty commitments to protect the legitimate rights and interests
of consumers.
2.4 Secure Payment Transaction
All payment
transactions on the Amazon platform are completed through Amazon’s official
secure payment channel, with SSL encryption protection for payment data.
Consumer payment information is strictly protected and will not be leaked or
misused.
3. Amazon Platform Compliance Policies
3.1 Terms & Conditions
3.1.1 Transaction Scope
This clause
applies to all retail orders of Relayway electric scooters placed on the Amazon
platform, excluding wholesale, customized and bulk procurement orders.
3.1.2 Product Compliance
All electric
scooter products comply with U.S. electronic product access standards, and have
complete CE, RoHS and other safety certifications, meeting Amazon platform
product release requirements.
3.1.3 Order Validity
After the
consumer submits the order and completes the payment, the order takes effect.
Relayway reserves the right to cancel abnormal orders (such as malicious
orders, wrong information orders) in accordance with Amazon platform rules.
3.1.4 Right of Interpretation
Relayway
reserves the right to adjust policy content in accordance with Amazon platform
rules and U.S. relevant laws and regulations, and the adjusted content will be
updated synchronously on the product page.
3.1.5 Governing Law & Dispute Resolution
These Terms
are governed by and construed in accordance with the laws of Hong Kong, without
regard to its conflict of law provisions.
3.2 Shipping Policy
3.2.1 Logistics Service Provider
Main
logistics partner: Amazon (Amazon Warehousing & Distribution/Amazon FBA),
products are shipped directly from Amazon U.S. official warehouses to ensure
delivery efficiency.
3.2.2 Shipping Scope
Cover most
states and regions in the United States (excluding remote areas and
non-deliverable regions marked by Amazon logistics).
3.2.3 Order Processing Time
Orders placed
on working days will be processed and shipped within 24-48 hours; orders placed
on weekends or legal holidays will be processed on the next working day.
3.2.4 Delivery Time
Standard
delivery: 3-7 business days (the specific delivery time is subject to Amazon
logistics system prompts and regional distribution efficiency).
3.2.5 Shipping Fee
Shipping fees
are clearly displayed on the Amazon product page, shopping cart and checkout
page in accordance with Amazon platform regulations, calculated based on
product weight, volume and delivery address, with no additional surcharges.
3.3 Return & Refund Policy
3.3.1 30-Day Hassle-Free Return & Refund
Within 30
calendar days from the date of consumer receipt:
① Products with factory quality defects can enjoy
free replacement service;
② Products that are unused, kept in original
packaging, complete accessories and no man-made damage can apply for a full
refund.
3.3.2 Non-Returnable & Non-Refundable Conditions
Products damaged by human factors (collision, fall,
water ingress beyond IPX5 rating, unauthorized disassembly, modification);
Products used, worn, or with missing original
packaging/accessories/manuals;
Products beyond the 30-day return period.
3.3.3 Return Process
Contact
Relayway after-sales email/WhatsApp → Submit order number, product photos and
return reason → Receive official return address and guidance → Return the
product in original packaging → After receiving and passing inspection,
complete replacement/refund within 3-5 working days.
3.4 Warranty Policy
3.4.1 Warranty Period Classification
6-month warranty: Battery, controller, Bluetooth
speaker module;
12-month (1-year) warranty: Motor, suspension
system, tires, LED lights, brake system, folding mechanism and other structural
accessories.
3.4.2 Warranty Coverage
l Cover product failures caused by factory quality
defects under normal use conditions;
l Not covered by warranty:
n Man-made damage, collision, extrusion, water ingress
exceeding IPX5 waterproof rating;
n Unauthorized disassembly, repair, modification or
use of non-original accessories;
n Damage caused by improper operation, overloading,
overspeeding or abnormal use;
n Natural wear and tear of consumable parts.
3.4.3 Warranty Service Method
Within the
warranty period, Relayway provides free maintenance or original accessory
replacement services; consumers need to provide a valid order number and
product failure description.
3.4.4 Warranty Subject
All warranty
services are provided by Relayway, independent of Amazon’s warranty system, and
Amazon does not bear warranty responsibilities.
4. Product Compliance Details
4.1 General Product Compliance Notes
All product descriptions, functions and parameters are
true and valid, no false propaganda, no exaggerated performance description
(such as “strongest”, “top-level”, “unlimited endurance”);
Clearly mark product certifications, waterproof
rating, load capacity and safety configurations;
Comply with Amazon's requirements for electric
mobility product labeling, no prohibited content.
4.2 R8 Electric Scooter (Single-Drive)
4.2.1 Certified Product Features
Fingerprint locking security system
Bluetooth-compatible speaker for audio playback
Quick folding structure for easy storage and
carrying
1200W single rear BLDC motor (stable power output)
Wear-resistant LED digital display (intuitive data
reading)
Front & rear dual spring shock absorption
(improved riding comfort)
Pedal light bar + front/rear turn signal lights
(riding safety warning)
No-Weld integrated body design (higher structural
stability)
4.2.2 Authentic Product Specifications
Model: R8
Battery: 48V 15.6AH
Motor: 1200W single rear BLDC motor
Net Weight: 27KG
Riding Range: 40-80KM (ECO mode: 80KM; RACE mode:
40KM)
Max Speed: 50KM/H (default factory setting: 20KM/H)
Climbing Capacity: 35°
Max Load: 150KG
Shock Absorption: Front & rear dual spring shock
absorber
Tire: 10.5 inch 85mm wide pneumatic tire
Lighting System: Front/rear LED lights + turn signal
lights
Brake System: Front/rear disc brakes + brake
power-off protection
Body Material: Aluminum Alloy + engineering plastic
Waterproof Rating: IPX5
Folding Function: Supported
Folding Size: 1255*476*530mm
Unfolding Size: 1255*1273*530mm
Packaging Size: 1312*242*576mm
4.3 R Pro Electric Scooter (Dual-Drive)
4.3.1 Certified Product Features
Fingerprint locking security system
Bluetooth-compatible speaker for audio playback
Quick folding structure for easy storage and
carrying
Dual 1200W BLDC motors (front + rear, stable power
output)
Wear-resistant LED digital display (intuitive data
reading)
Front & rear dual spring shock absorption
(improved riding comfort)
Pedal light bar + front/rear turn signal lights
(riding safety warning)
No-Weld integrated body design (higher structural
stability)
4.3.2 Authentic Product Specifications
Model: R Pro
Battery: 48V 20AH
Motor: 1200W front + 1200W rear BLDC motor
Net Weight: 29.5KG
Riding Range: 40-60KM (ECO mode: 60KM; RACE mode:
40KM)
Max Speed: 50KM/H (default factory setting: 20KM/H)
Climbing Capacity: 38°
Max Load: 180KG
Shock Absorption: Front & rear dual spring shock
absorber
Tire: 10.5 inch 85mm wide pneumatic tire
Lighting System: Front/rear LED lights + turn signal
lights
Brake System: Front/rear disc brakes + brake
power-off protection
Body Material: Aluminum Alloy + engineering plastic
Waterproof Rating: IPX5
Folding Function: Supported
Folding Size: 1255*476*530mm
Unfolding Size: 1255*1273*530mm
Packaging Size: 1312*242*576mm
5. Amazon Shopping Cart & Checkout Page Compliance
Display
5.1 Mandatory Display Content
5.1.1 Shopping Cart Page
Product unit price, purchase quantity, subtotal;
Estimated shipping fee (calculated by Amazon
logistics based on address and product weight);
Clear label: No hidden fees, all costs are displayed
transparently.
5.1.2 Checkout Page
Complete cost breakdown: Product total price +
Shipping fee + Applicable sales tax = Final payable amount;
Sales tax: Calculated automatically in accordance
with the sales tax rate of the consumer’s receiving state and U.S. tax laws;
Logistics channel label: Shipped from Amazon U.S.
warehouse;
Seller label: Seller of record - Relayway Electric
Technology Co., Ltd.
5.2 Shipping & Tax Calculation Rules
Shipping fee: Calculated based on product weight,
volume and delivery address, in accordance with Amazon logistics charging
standards;
Sales tax: Collected in accordance with U.S. federal
and state tax laws, the amount is automatically generated by the Amazon system
and cannot be modified manually;
All costs are displayed before payment confirmation,
and consumers can modify the delivery address to view the updated cost.
6. Payment Security Compliance
All payments are completed through Amazon’s official
secure payment system, with SSL military-grade encryption technology to protect
consumer payment data;
Relayway does not collect, store or use consumers’
bank card, credit card and other sensitive payment information;
Comply with Amazon platform payment security norms
and U.S. consumer data privacy protection laws;
The payment process is open and transparent, and
there is no unauthorized deduction or hidden payment items.
7. After-Sales Communication & Handling History
7.1 Official Communication Channels
All
after-sales communications are conducted through permitted channels to ensure
compliance and traceability:
Amazon Buyer-Seller Messaging System (primary
channel, order-bound and fully traceable)
After-Sales Email:info@relayway.net
Phone/WhatsApp: +1 (214) 603-6554 (for urgent
after-sales assistance only)
Service Hours: Monday–Friday 9:00–18:00 (PST)
7.2 Communication Response & Processing Timeline
Message Response: Reply to buyer inquiries within 24
hours (compliant with Amazon customer service performance requirements)
Issue Receipt: Record buyer’s problem, order number,
product condition and request on the same day
Solution Confirmation: Provide clear resolution
(replacement/repair/refund) within 48 hours
Follow-Up: Track processing progress until the issue
is fully resolved
7.3 Standard After-Sales Handling Flow & History
Record
1. Inquiry
Receipt: Receive buyer’s message → Verify order number & product model →
Record problem details
2. Problem
Verification: Confirm whether the issue belongs to quality defect, logistics
damage, improper use or other causes
3. Solution
Execution: Quality issues arrange free replacement or repair in line with
warranty policy; Return requests process in line with 30-day return policy,
provide return address and guidance; Refund requests complete refund within 3–5
working days after product inspection
4. Completion
& Archiving: Record full process (contact time, problem description,
solution, result) for traceability
7.4 Communication Compliance Rules
All communications are order-related only; no
marketing, promotion or unrelated content
No inducement for reviews, ratings, feedback
manipulation or compensation-for-reviews
No inappropriate, threatening or offensive language;
maintain professional and neutral tone
No guidance to transfer communication to non-Amazon
channels for non-urgent issues
All records are retained for dispute resolution and
platform inspection
7.5 Typical After-Sales Scenario Handling History
Logistics Damage: Confirm damage photos → Arrange
free replacement → Update delivery status
Product Function Issue: Troubleshoot remotely →
Arrange repair or replacement → Verify solution
Return Application: Check eligibility → Issue return
label → Receive & inspect → Process refund
Warranty Claim: Verify warranty period → Provide
free parts or repair → Confirm normal use
7.6 Compliance Statement for After-Sales History
All
after-sales communications and handling records are true, complete and
compliant with Amazon's Buyer-Seller Communication Guidelines and U.S.
e-commerce regulations. Records are used solely for problem-solving and service
improvement, without any improper purpose.