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July 08, 2016

In July 2016, the CPSC announced a sizeable recall of hoverboards from ten specific manufacturers. This has caused a lot of concern from both existing and prospective customers that we wish to address.

Trifecta's manufacturers were not among those ten manufacturers. We understand and share your concerns about hoverboard safety and wish to provide the following information to you:

  • We are currently in the process of working with our manufacturing partners to obtain the new UL 2722 certification for our hoverboards as urged by the CPSC. We expect to sell UL certified boards by the end of 2016.
  • We provide extensive support for our customers by offering repairs, both inside our 30-day guarantee period (no repair fee) and after (for a repair fee) for non-extensive damage. Additionally, we have an active customer service line committed to delivering you the best customer service.
  • We test every single hoverboard before it is delivered. A member of our Trifecta team actually opens the box, turns on the hoverboard, and makes sure it is functioning correctly before shipping.

 

    For current hoverboard owners

    We will be upholding the refund and return policies for our hoverboards which were in place at the time of purchase. Namely, we provide refunds only for brand new, unused hoverboards with a 15% restocking fee. We do not provide refunds for used hoverboards outside our 30-day satisfaction guarantee period. We will provide repairs for any hoverboards within 30 days from the date of purchase, typically with no repair cost, and after the 30 day period with a flat $75 fee for non-extensive problems. Please read our guide on best tips to maintain your hoverboard. Our most common recommendation is to charge the hoverboard for a maximum of 1.5 hours to take optimal care of the hoverboard. Recalibrating the hoverboard is also a huge help in quickly fixing any small issues that you might encounter.

     

    For potential new hoverboard buyers

    It's important that you research a company carefully before purchasing a hoverboard. We believe we offer one of the most transparent and customer-friendly policies around at some of the best prices around. Please carefully read our refund and return policies before purchasing. The main takeaways are: (1) we do not provide refunds for used hoverboards, it must be brand new and there will be a 15% restocking fee assessed (2) we provide repairs from 30 days of the date of purchase under our 30-day guarantee and continue to provide basic repairs after the 30 day period for a fee (3) if you get a defective hoverboard out of the box, we will make sure you get a working one at no additional cost.

     


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