We will not be able to cancel order after order shipped out (shipping processing usually takes 1-2 days after placing an order). Please wait for the order to deliver and contact us at support@teswaybike.com for a return label within 14 days of delivery. Rejecting an shipped out order or failing to follow the return procedure might cause item loss in transit or reject by warehouse due to no return registration which might lead to ineligibility of refund or replacement. 

After we have received your return package and confirmed that the package is complete and the product is unused and in good condition. We will refund all fees you paid.

How many days does it take to get the money back to the customer's account after accepting the refund? Usually we 1-2 days processing，the refund to the account depends on the bank's processing speed.

Note:

a)If you cancel the order before the delivery time and within the time specified by the website, you can cancel the order; when you contact customer service to cancel the order, customer service will cancel the order at any time when they see your email, and we will refund all your fees to the account where you placed the order.
b)Teswaybike offers free GEL and DSV free shipping on qualified orders（The logistics in Germany is GEL, in EU countries is DSV）,Logistics delivery: 5-8 working days.
c) Return Address Return Address: Nünningstraße 1, 45141 Essen, Germany ▪ GPS address: 51.469684, 7.057300 ▪ Tel: 0201-47972552/0201-47972553

Customers are allowed to submit a return request within 14 days of delivery via support@teswaybike.com. Return request submitted 14 days after the delivery date will not be approved. 

Damage to the outer packaging is not equal to item issues. Due to the uncertainty of delivery and unforeseen circumstances, we cannot guarantee the integrity of the outer packaging. We advise the customer to claim with the carrier as soon as the customer finds any damage to the outer package. Restocking fee will still be charged based on the item conditions.

To return an ebike that is not defective or damaged out of the box, you must contact Teswaybike within 14 days of your receipt of the ebike. A restocking is subject to charge. For unused bike, a €200 restocking fee will be deducted from the final refund. For used bike, a 20% of the total order amount will be deducted from the final refund. The ebike must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it and must include all items that were inside the box.

To initiate a return, email us at support@teswaybike.com with [RETURN REQUEST] and your order number in the title for faster processing. Please ship all approved returns using the shipping label provided during the return merchandise authorization process. 

Used Products, batteries, gift cards and gifted orders shall not be returnable except in EXTREME cases of breakage/malfunction covered by our warranty. These cases must receive approval for return from the company. “Built and Delivered” fees are nonrefundable.
Refunds will be made after the Ebike is returned and inspected by warehouse.

• Product from Unauthorized Reseller/Individual;
• Damaged item caused by human factors;
• Gift cards;
• Insurance;
• Non-physical products.

Refund PolicyPlease contact us at support@teswaybike.com to submit your refund request.

1.Quality issues: Accept full refund & partial refund with Teswaybike.
2.Receive wrong goods:FREE to exchange or full refund.
3.Damaged or missing accessories:Free to send accessories or accept a partial refund.
4.The package cannot be delivered or missing:Accept free resend or full refund.
5.The customer cancels the order before the package is shipped:5% of the total amount will be deducted as a processing fee.
6.The customer cancels the order after the package is shipped:Customers need to pay €200 shipping fee charge per bike(Deduct €200 when making refund).
7.Change delivery address:Address can' t be changed after the bike shipped out.
8.Customers refuse to accept the package:€200 shipping fee or the customer needs to pay an extra €200 for resend.
Quality Issues Refund:
1). Within 30 days: Free return or exchange for defective products.Shipping fee €100 can not be refunded.
2). Over 30 days: Return is not acceptable; Accept repair with Teswaybike guidance.
Must take a video or picture to show the issue of the bike before getting repaired.

9.Non-quality Issues Refund:
Only refund within 30 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. We will deduct the restocking fee and shipping fee of €200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. Teswaybike doesn’t undertake the package box fee.
10.Quality Issues Reimbursement:
If you believe your iten is defective and was purchased within 1 year from our authorised dealer, please contact us at support@teswaybike.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Teswaybike support team could provide you with technical solutions.

If the issues still can not be resolved, we would recommend you bring theitem to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.

Please note that to be eligible for the reimbursement,

i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible);

ii) the amount of reinbursement cannot exceed twice the price of the corresponding parts for the repair.

iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Teswaybike reserves the right to determine between defective products and normal wear and tear.

If you have questions about this Agreement, or if you have technical questions about the operation of our Services, If you have any questions, please contact us at
Email: support@teswaybike.com.
Address: Room 1105, Zhonghaixin Innovation Industrial Park, Longgang District, Shenzhen, Guangdong
Shen Zhen Ge Sheng International Trade Co. Ltd.
Telephone：+86-18605102630