Return & Refund Policy

 

1. Return Policy:

We offer a 14-day money-back guarantee from the date of delivery. If you decide to return your electric bicycle within this period, please ensure the following conditions are met:

 

Unopened and Unused: Returns are only accepted if the product remains in its original, unopened packaging and has not been assembled, tested, or used in any way. Once the package is opened or the bicycle has been ridden, it is considered used, and returns will not be accepted.

 

Undamaged Condition: The returned item must be free from scratches, dents, or any other physical damage. Any signs of mishandling or improper storage will make the return invalid.

 

Shipping and Fees:

 

Customers are responsible for both the original shipping fee paid at the time of purchase and the return shipping fee. A flat fee of $400 per bicycle will be deducted from the refund amount to cover these costs.

 

If the returned item shows visible damage, additional charges will be applied to cover repair or replacement costs, as determined by our inspection team.

 

2. Exchange Policy:

 

If the bicycle has a defect or quality issue, we will first offer replacement parts to fix the problem rather than processing a return or exchange.

 

If you still prefer an exchange, you will be responsible for the shipping cost of returning the bicycle, while we will cover the shipping cost of sending the replacement bicycle.

 

3. Order Cancellation Policy:

 

You may cancel your order at any time as long as it has not yet shipped. In such cases, only any applicable bank processing fees will be deducted.

 

If your order has already shipped, it cannot be canceled. If you still wish to return the item, you will be responsible for the return shipping cost, and $400 will be deducted from the refund to cover the original shipping, handling, and repackaging fees. You will also need to ship the item back to the Tromox US warehouse.

 

4. Refunds:

 

We will notify you once we have received and inspected your return and inform you whether the refund has been approved.

 

If approved, the refund will be issued to your original payment method. Please note that processing times may vary, and it could take up to one month for your bank or credit card company to post the refund.

 

5. Damages and Issues:

 

Please inspect your order upon delivery. If the item is defective, damaged, or incorrect, contact us immediately so that we can evaluate the issue and resolve it promptly.

 

6. Exceptions / Non-Returnable Items:

 

All accessories and parts, including small components and attachments, are non-returnable and non-refundable.

 

This policy also applies to customized items, special orders, or items marked as final sale.

 

If you have questions about your specific purchase, please contact us for assistance.

 

Responsibility for Return Shipping Costs:

 

If the return is caused by the consumer, the consumer is responsible for the shipping fee, which depends on the courier service chosen.

 

If the return is due to our fault (e.g., damaged or incorrect item), the consumer is not required to bear the shipping fee.