You purchase directly from the official store of NILAI AN and within fifteen (15) days after receiving the product, you need to ensure that the appearance of the product is scratch free, the function is intact, the packaging is undamaged, the instructions and accessories are complete, and it does not affect secondary sales. You can apply for a return or refund from NILAI AN. If you purchase from an authorized distributor of NIO Laian and within seven (7) days after receiving the product, you need to ensure that the appearance of the product is scratch free, the function is intact, the packaging is undamaged, the instructions and accessories are complete, and it does not affect secondary sales. You can apply for a return or refund from the corresponding distributor.

a) Purchase at the official store of NIO Laian and apply fifteen (15) days after receiving the product. Purchase from an authorized distributor of NIO Laian and apply seven (7) days after receiving the product.
(b) The return request was not confirmed by the NIO customer service team and the product was returned.
(c) Within fifteen (15) days after the return request has been confirmed by the NIO customer service team, the product has not been delivered to the designated location by NIO.
(d) Failure to provide valid proof of purchase and warranty, or NIO's reason for believing it to be forged or tampered with.
(e) The products sent to NIO for return and refund services do not include all original accessories, accessories, or packaging items, or the products are not new or in a similar new state.
(f) Any malfunction or damage to the product is caused by collision, burning, or unauthorized use or modification of the product, including contact with moisture, foreign objects (water, oil, sand, etc.) entering or improper installation or operation.
(g) There are signs of tampering or alteration in product labels, serial numbers, water damage markings, etc.
(h) The product is damaged due to uncontrollable external factors such as fire, floods, strong winds, lightning strikes, and traffic accidents.
(i) The product is damaged due to reliability and compatibility issues when used with third-party components not specified by NIO, or as input or load.
(j) Other circumstances not listed in this policy but for which NIO has reasonable reasons to refuse the request.

For more information on the return and refund services for products purchased from the official website or official store of NILAI, please refer to the NILAI flagship store return and refund service policy. If you purchase products from authorized distributors of NIO, please contact them directly to seek return and refund services.