Return and Refund Policy
We want you to be delighted every time you shop with us. Occasionally though we know that you may want to Return and refund, so we have outlined our return and refund policy below.
Return & Refund Policy
We offer a convenient 30 days return policy, which means you have 30 days from the day you receive your item to request a return, exchange, or refund. If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email service@totguardebike.com at first.
Return & Exchange Conditions
- Defective Items: You are eligible for a return or refund if the item you received is damaged or defective. This includes manufacturing defects and quality issues.
- Wrong Items: If you receive a item that is not the one you ordered, we will facilitate a return or exchange.
- Items returned without authorization will not be accepted.
- Items must be returned within 30 days after you receive them.
- All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- When returning or exchanging items, customers must use a shipping method providing tracking information.
Non-returnable items
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On sale items or gift cards are non-refundable.
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Damage/Lost caused by customers is non-refundable.
General Return Process
- Initiate a return: Please email us at service@totguardebike.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
- Ship the item back: If your return is accepted, we’ll send you the return address and a return shipping label (if applicable), as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
- Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
- If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
- If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight.
- No restocking fee to be charged to the consumers for the return of a product.
Refunds
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days. Please note that it takes for the refund to be credited to your account depends on your card issuer and typically takes 7-15 days.
- If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at service@totguardebike.com.
Please Note: we do not refund our original shipping cost.
Exchange
We only replace items if they are defective or damaged on receipt. If you need to exchange it for the same item, send us an email at service@totguardebike.com. We will guide you through the exchange process. There are no additional handling fees and shipping charges for exchanges.
The fastest way to ensure that you get what you want is to return the items you own. Once you accept the return, please purchase the new product separately.
Order Cancellations
- We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
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Orders can't be canceled once the parcel is shipped out. Once the item has been shipped, the standard return policy will apply.
Return Address
If you refuse to accept the goods, the items will be returned to the courier and may take 1-2 weeks to arrive at our original shipping warehouse address. If you need to return the items after receiving them, please contact our after-sales customer service and return them to the corresponding warehouse or the following return address under the guidance of customer service.
| Items |
eBikes |
Parts |
Batteries |
|
Address
|
Shopify SF01652
RTN SERVICE
+1 (917)854-3063
44 Station Road
Cranbury, NJ 08512
United States
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DEPT SF01652
RTN SERVICE
+1 (626)235-7821
2550 Pellissier Pl
City of Industry, CA 90601
United States
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UF00124-RMA
FBD Logistics
+1 (909)598-8696
21558 Ferrero Pkwy
Walnut, CA 91789
United States
|
*Note:
- This address is our warehouse address, not our company and store address.
- The above Company name is RTN SERVICE & FBD Logistics, and the Contact name is DEPT+SF01652 & UF00124-RMA.
- The phone number is the warehouse staff's number, not the customer service number, please do not call it.
- Please contact our after-sales customer service and obtain our written approval before returning the item. We will not be responsible for any individual returns without our permission.
Contact Us
If you have any questions, please contact us. We will follow up within 24 hours. We are happy to support and assist you.
Email: service@totguardebike.com
Service Hours: Monday to Friday 6 PM - 2 AM PST (except holidays)
Note: totguardebike.com reserves the right to update and modify this Return and Refund Policy at any time. It is your responsibility to review this policy periodically for any changes. Your continued use of our website constitutes acceptance of these policies.
