Return 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.

Service Guarantee

If for any reason, you are not completely satisfied with your purchase, we offer a convenient 30-day return policy. This means that you have 30 days from the date of receiving your item to request a return. Any return request after 30 days will not be honored.

This policy outlines the terms and conditions governing returns and refunds for items bought on our website.

1. Eligibility for Returns and Refunds:
– Defective Products: 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 Product: If you receive a item that is not the one you ordered, we will facilitate a return or exchange.

2. Timeframe for Returns:
– You must notify us of your intention to return a product within 30 days of receiving it.

3. Return Process:
– To initiate a return, please contact our customer support team via email at service@totguardebike.com Provide your order number, the reason for the return, and any relevant photos of the product.
– Our team will assess your request and provide you with return address, including a return shipping label if applicable.

4. Conditions for Returns:
– The item must be returned in its original condition, including all labels and original packaging.
– For safety and hygiene reasons, items must not show any signs of wear, use, or damage. We reserve the right to reject a return if the product does not meet these conditions.

5. Refund Process:
A refund will be processed within 1-2 business days after we have confirmed that the item matches the buyer’s description. Refunds will be made to the original payment account, 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.

6. Return Charges
No additional handling fee for returns. If the return is due to an issue on our end, such as incorrect items or quality problems, we will provide a full refund, including return shipping costs.
However, if the return is initiated by the buyer for reasons such as personal preference or ordering the wrong item/color, the buyer is responsible for the return shipping fees.

7. Exchanges:
If you wish to exchange your item for a different size or model, please indicate your preference when contacting us. We will guide you through the exchange process. There are no additional handling fees and shipping charges for exchanges.

8. Cancellation:
– If you wish to cancel your order before it has shipped, please contact us immediately. Once the product has been shipped, the standard return policy will apply.

9. Contact Us:
– If you have any questions or need further assistance regarding returns and refunds, please reach out to our customer support team at service@totguardebike.com.

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.

    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)

    Return Address

    Area US West US East     US East (Battery)
    Applicable items  eBikes & Parts eBikes & Parts Batteries
      Address

    DEPT SF01652

    RTN SERVICE

    +1 (626)235-7821

    2550 Pellissier Pl

    City of Industry, CA 90601

    United States

    DEPT SF01652

    RTN SERVICE

    +1 (973)585-7975

    40 Harry Shupe Blvd

    Wharton, NJ 07885

    United States

    UF00124-RMA

    FBD Logistics

    +1 (909)598-8696

    21558 Ferrero Pkwy

    Walnut, CA 91789

    United States

    *Note:

    1. This address is our warehouse address, not our company and store address.
    2. The above Company name is RTN SERVICE & FBD Logistics, and the Contact name is DEPT+SF01652 & UF00124-RMA.
    3. The phone number is the warehouse staff's number, not the customer service number, please do not call it.
    4. 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.