Return Policy

Return & Refund Policy

At TESWAY, customer satisfaction is our priority. We are committed to providing high-quality electric bikes and reliable customer service.

If you are not completely satisfied with your purchase, please review our return, refund, and exchange policy below.

This policy applies to purchases made through our official US website:teswaybike.com.

1. Order Confirmation

To ensure order accuracy, TESWAY will send an order confirmation email after an order is placed.

Customers are encouraged to review and confirm their order details, including the product model, color, shipping address, and contact information.

If the customer confirms the order, we will proceed with shipment.
If no response is received within 2 business days, the order may be processed automatically.
Once an order has been shipped, cancellation or modification cannot be guaranteed.

Please contact us at support@teswaybike.com as soon as possible if you need to make changes to your order.

2. Order Cancellation and Changes

Before Shipment

Orders may be canceled or modified before shipment without additional charges.

This includes:

Order cancellations
Shipping address changes
Product model or color changes, subject to availability

If an order is canceled before shipment, a full refund will be issued to the original payment method.

After Shipment

Once an order has been shipped, we cannot guarantee that it can be canceled, intercepted, or modified.

If you wish to return an order after shipment, please contact our customer support team and follow the return procedures outlined below.

If a customer refuses delivery for personal reasons and the package is returned to our warehouse, a US$200 shipping fee will be deducted from the refund to cover transportation costs.

If delivery is refused due to a verified TESWAY shipping error or product defect, the customer will not be responsible for return shipping fees.

3. Return Eligibility

Customers may request a return within 30 days of delivery, subject to the following conditions.

New and Unused Products (Within 14 Days)

Return requests must be submitted within 14 days of delivery.
The product must be unused, undamaged, and in its original condition.
All original accessories and components must be included.
Customers are responsible for return shipping costs if the return is due to personal reasons.
No restocking fee will apply to eligible new and unused products returned within 14 days.

New and Unused Products (15–30 Days)

Return requests may be submitted within 30 days of delivery.
The product must remain unused and in its original condition.
Customers are responsible for return shipping costs.
A 30% restocking fee based on the original purchase price will apply.

Used Products (Within 30 Days)

Used e-bikes may be eligible for return within 30 days of delivery under the following conditions:

The e-bike must have been ridden less than 20 miles.
The e-bike must remain in good condition without significant damage or excessive wear.
All original accessories and components must be included.
Customers are responsible for return shipping costs.
A 50% restocking fee based on the original purchase price will apply.

Returns After 30 Days

Under our standard return policy, we do not accept returns for e-bikes more than 30 days after delivery or with 20 miles or more of usage.

However, products with manufacturing defects may still qualify for repair or replacement under our warranty policy.

Nothing in this section limits any rights or remedies provided by applicable law.

4. Return Shipping Costs

Returns Due to Customer Reasons

If the return is caused by the consumer, such as a change of mind, personal preference, or ordering the wrong product, the consumer is responsible for the return shipping fee.

The specific shipping cost will depend on the shipping carrier selected and its applicable rates.

Returns Due to TESWAY Reasons

If the return is due to our error, such as receiving a damaged, defective, or incorrect item, TESWAY will cover the return shipping costs for approved returns.

Customers will not be required to pay return shipping fees for verified issues caused by TESWAY.

Please contact our customer support team before returning any damaged, defective, or incorrect products so we can provide the appropriate return instructions.

5. Damaged, Defective, or Incorrect Products

If your product arrives damaged, defective, or different from what you ordered, please contact us at support@teswaybike.com.

To help us resolve the issue efficiently, please provide:

Your order number
A description of the issue
Clear photos or videos showing the problem
The product serial number, if applicable

Our technical support team will review the information and provide an appropriate solution, which may include:

Free replacement parts
Product repair
Product replacement or exchange
Partial refund
Full refund

The appropriate solution will depend on the nature of the issue, the applicable warranty terms, and relevant consumer protection laws.

For verified manufacturing defects, shipping damage, or incorrect items caused by TESWAY, customers will not be responsible for return shipping fees.

Damage to the outer shipping box alone does not necessarily indicate product damage. However, if the packaging or product appears damaged upon delivery, please take photos and contact us promptly.

6. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Customer Support

Email support@teswaybike.com with the subject line:

RETURN REQUEST – Your Order Number

Please include your order number, reason for return, and relevant photos or videos if applicable.

Step 2: Obtain Return Authorization

Our customer support team will review your request and provide return authorization and shipping instructions if the return is eligible.

Step 3: Package the Product

Securely package the product, preferably using its original shipping box.

Please include all original components and accessories, including:

Battery and battery keys
Charger
User manuals
Included tools and hardware
Other accessories originally supplied with the product

Step 4: Ship the Product

Follow the approved return shipping instructions.

We recommend using a trackable shipping service and retaining proof of shipment.

Step 5: Inspection and Refund

Once the returned product arrives at our warehouse, our team will inspect it to confirm its condition and eligibility.

If the return is approved, the refund will be processed according to the terms outlined in this policy.

Important: Please contact TESWAY before shipping any returns. Unauthorized returns may be refused or delayed.

7. Original Packaging Requirements

We strongly recommend keeping the original shipping box and packaging materials in good condition in case you need to return your e-bike.

Original packaging should be used whenever possible.
If the original packaging is unavailable, please contact us and provide the dimensions of your replacement shipping box.
Replacement packaging must meet the carrier's size and weight requirements.
Additional charges or carrier penalties caused by oversized or improperly packaged returns may be the customer's responsibility for customer-initiated returns.
Customers should ensure that returned products are securely packaged to prevent damage during transportation.

For approved returns caused by TESWAY errors, we will provide appropriate return shipping instructions.

8. Non-Returnable Items

The following items are generally not eligible for returns under our standard change-of-mind return policy:

Gift cards
Insurance and non-physical products
Products purchased from unauthorized resellers or private individuals
Products damaged due to misuse, accidents, unauthorized modifications, or improper maintenance
Used batteries and other restricted items that cannot be returned through standard shipping methods
Non-refundable services that have already been completed, such as applicable assembly or delivery services

These exclusions do not affect any applicable warranty coverage or rights provided by law.

9. Refund Method and Processing Time

Refund Method

All approved refunds will be issued to the original payment method used when placing the order.

Refunds may be subject to applicable return shipping costs, restocking fees, or other deductions disclosed in this policy.

Refund Processing Time

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, TESWAY will process your refund within 1–2 business days after the returned product has passed inspection.

Refund Arrival Time

After the refund has been issued, it may take an additional 5–10 business days for the funds to appear in your account, depending on your bank or payment provider.

The actual refund arrival time may vary depending on the original payment method and the processing procedures of your financial institution.

Delayed or Missing Refunds

If you have not received your refund within the expected timeframe:

Check your bank account or original payment method.
Contact your bank or payment provider to confirm the refund status.
If you still need assistance, please contact us at support@teswaybike.com.

We will be happy to help you check the status of your refund.

10. Exchanges and Replacements

If you receive an incorrect or defective product, please contact our customer support team for assistance.

Depending on the issue, we may offer replacement parts, repair services, a product exchange, or a refund.

For verified defects or shipping errors caused by TESWAY, customers will not be charged return shipping fees.

Exchanges requested for personal reasons are subject to product availability, return eligibility, and applicable shipping costs.

11. Warranty Repairs and Reimbursement

TESWAY provides a limited warranty for eligible e-bikes purchased through authorized sales channels.

If you experience a product defect, please contact support@teswaybike.com before arranging repairs.

Our technical support team may request photos, videos, or other information to identify the issue.

If local repair services are recommended and approved by TESWAY, reimbursement may be available under the following conditions:

Prior authorization must be obtained from TESWAY.
A valid printed or digital invoice from the repair shop must be provided.
The reimbursement amount must be approved by TESWAY in advance.
Reimbursement is subject to the applicable warranty terms.

Normal wear and tear, accidental damage, misuse, and unauthorized modifications may not be covered by the limited warranty.

For more information, please refer to our Warranty Policy.

12. Return Address

Recipient: LW-12064
Street Address: 1898 E Colton Ave #2
City: Redlands
State: California (CA)
ZIP Code: 92374
Country: United States
Phone: +1 626-977-9258

Important Notice:

Please do not return any products without first contacting our customer support team at support@teswaybike.com.

All returns require prior authorization and must follow the return shipping instructions provided by TESWAY.

Unauthorized returns may be refused or delayed.