Return & Order Cancellation Policy

Order Confirmation Process
To ensure order accuracy and provide customers with the necessary time to review their purchase details, we will send an【Order Confirmation Email】 immediately after the order is placed. Customers are required to respond within **two (2) business days** to confirm the order details.
- If the customer **confirms the order** via email, we will proceed with shipping immediately.
- If the customer **does not respond within two (2) business days**, the order will be automatically processed to ship.
Once the order is shipped, cancellation is no longer possible, and the standard return policy will apply (If you want to return the goods, you need to pay the shipping fee).

Order Cancellation Policy
- If the order is **canceled before shipping** and within the allowed cancellation timeframe specified(2 business days before shipping), we will issue a full refund to the original payment method.
- Once the order has been shipped, cancellation is no longer possible. Customers must follow the return procedure (If you want to return the goods, you need to pay the shipping fee).

Return Policy before 【Order Confirmation Email 】
If you wish to return an item after delivery, please contact us at support@teswaybike.com within 14 days of receiving the package to obtain a return label.

Return Conditions
- Unopened Package: Customers who return an **unopened package** must cover the return shipping costs.
- Opened Package: If the package has been opened but the product remains undamaged and in its original condition, an additional **€200 unpacking fee** will be deducted from the refund.
- Items that are **damaged, used, or incomplete** may not be eligible for a full refund.
- Rejecting a shipped order or failing to follow the return procedure may result in package loss or rejection by the warehouse, making the refund or replacement ineligible.

Refund Processing Time
Once we receive and inspect the returned item, we will process the refund within 1-2 business days. The time it takes for the refund to appear in your account depends on your bank’s processing speed.

Shipping Information
- Teswaybike offers free shipping on qualified orders.
- Estimated delivery time: 5-7 business days after order confirmation.

For any further inquiries, feel free to contact our customer support team at support@teswaybike.com.

Return-- after 【Order Confirmation Email 】still shipping.

Return Request Eligibility-after 【Order Confirmation Email 】still shipping.
Customers may submit a return request within 14 days of delivery by contacting support@teswaybike.com. Requests submitted 14 days after the delivery date will not be approved.

Package Condition & Responsibility
- Damage to the outer packaging does not indicate an issue with the product itself. Due to uncertainties in delivery conditions, we cannot guarantee the integrity of the outer packaging.
- If the outer packaging is damaged upon arrival, we advise customers to file a claim with the carrier immediately.
- Restocking fees will apply based on the item’s condition.

Return Conditions & Fees
- To return an e-bike that is not defective or damaged out of the box, customers must contact Teswaybike within 14 days of receipt.
- Unused E-bike but Opened Package: An extra €200 restocking fee will be deducted from the final refund.
- Used E-bike: A 50% deduction of the total order amount will be applied.
- The e-bike must be free of wear and tear, dirt, dust, fragrance, or any other signs of use, and must be returned in its original packaging with all accessories included.

How to Initiate a Return
1. Email support@teswaybike.com with [RETURN REQUEST] and your order number in the subject line for faster processing.
2. Use the shipping label provided during the return authorization process to send the item back.

Non-Returnable/Non-Refundable Items
- Used products, batteries, gift cards, and gifted orders are non-returnable, except in extreme cases of breakage or malfunction covered by our warranty.
- Warranty-covered returns must receive prior approval from Teswaybike.
- Built and Delivered” service fees are non-refundable.

Refund Processing
- Refunds will be issued after the returned e-bike has been received and inspected by our warehouse.
- Processing time is typically 1-2 business days, while the refund deposit time depends on the bank’s processing speed.

For any return inquiries, please contact support@teswaybike.com.

Non-returnable Items Include, But are not limited to:

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

Refund Policy

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: Refunds according to Return & Order Cancellation Policy process.
6.The customer cancels the order after the package is shipped:Refunds according to Return-- after 【Order Confirmation Email 】still shipping process.
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.

After you have ridden the eBike, we will charge a depreciation fee based on the level of damage, with a minimum depreciation fee of 30%. 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.