REPLACEMENT & RETURN
Please note: Keep the original shipping box in good condition in case you'd like to initiate a return afterward.
If you're not entirely satisfied with your product purchase, we're here to assist you.
You have 14 days from the day you receive your product to request a refund for unused, new condition items. In such cases, you only need to cover the return shipping fee. There won't be any restocking fees unless we've made a shipping error, in which case the recipient is responsible for any return shipping costs.
If the product is new and unused but outside the 14-day window, you can still return it; however, you'll be responsible for the return shipping fee as well as a 30% restocking fee based on the purchase price.
For items returned in used condition within 30 days, you will be charged return shipping and a restocking fee of 50% of the purchase price. Additionally, returned products must be in good condition and show less than 20 miles.
You must also return the charger, battery key, manuals, and any other components, along with your online order confirmation. Tesway reserves the right to refuse the return or exchange request if you do not provide a receipt or order confirmation.
TO RETURN AN ITEM BY SHIPMENT
You need written confirmation or approval of your return request from Tesway. Please attempt to use the original packaging when sending your items back and ensure they're securely packaged. Tesway cannot be held responsible for any damage during shipping. Attach the return address label included with your delivery. Ensure you ship the product in time for us to receive it within 14 days of receiving your order. Note that returns are at your own expense. We recommend using a trackable service and obtaining proof of shipping. Please email support@teswaybike.com with your tracking number. Please retain your proof of postage until we've confirmed your refund has been processed. Once we've received the product, our after-sales service will check if the product has been used properly. After inspection, if there are no issues, you will receive a refund within 2 business days. We will refund you.
Order cancellations and changes
Before shipping
Order Cancellation / Change of Address / Replacements and exchanges: NO charge
After shipping
Please note! We cannot modify, block or cancel orders that have already been shipped.
If you refuse delivery and the order is returned to our facility, we will treat it as a return.
In this case, we will refund the purchase price to your original payment method and deduct US$200 to cover shipping costs, so please confirm the shipping address before placing an order.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be provided to the original method of payment within 2 working days.
If you haven’t received the refund within 2 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 officially posted. If you’ve done all of this and you still have not received your refund, please contact us at support@teswaybike.com.
Returns and exchanges of goods outside the 30-day period
We no longer accept returns on e-bikes 30 days after delivery or used more than 20 miles. In this case, we only allow repair and replacement if any problem occurs.
Please note
Customers need to return the product in the original box, otherwise we will not be able to provide a return shipping label.
If you no longer have the original packaging, please let us know your box dimensions and we will arrange a new returns label. Please note that returned package dimensions must not exceed the carrier's maximum size requirements. If a package is oversized, the customer will be responsible for any applicable penalties. If you no longer have the original packaging, a corresponding fee will be deducted from the refund amount.
Contact us
Email: support@teswaybike.com
Weekday: 8 am – 5 pm EST
Weekend: 9 am – 6 pm EST