How Do TST E-Bike Returns and Refunds Work?

TST e-bike returns allow a full refund within 14 days of delivery for brand-new, unused bikes, with the buyer responsible for return shipping; from days 15-30, returns are accepted with a 20 percent restocking fee, and bikes that have been ridden are generally not eligible for return for personal reasons. The process starts with contacting TST EBike support for a return authorization, and the bike must be returned in its original packaging.

The 14-Day Return Window in Practice Explained

Window	Refund terms
Days 1-14	Full refund, buyer pays return shipping
Days 15-30	20 percent restocking fee applies
After riding	Generally not returnable

The 14-day window is measured from the delivery date, not the order date, which gives pickup and delivery buyers the same amount of time to make the keep-or-return decision. The practical advice is to treat the first two weeks as an evaluation period: assemble the bike only if you are confident, keep the packaging intact until the decision is final, and do not ride the bike if a return is still possible. Riders who are unsure should postpone assembly, because an assembled bike that has been ridden moves into the generally non-returnable category.

The first 14 days after delivery are the full-refund window for brand-new, unused bikes: the buyer returns the bike in its original condition and packaging, pays the return shipping, and receives a full refund of the purchase price. The window is measured from delivery, not from order placement, so it starts when the bike arrives.

This window is the buyer's safety net for changing their mind before the bike is ridden, which is why the inspection and first-ride decisions happen in the first two weeks.

The 15-30 Day Window and the Restocking Fee

The 15-30 day window exists for buyers who missed the first two weeks, and the 20 percent restocking fee is the honest cost of that delay: the refund becomes 80 percent of the purchase price minus return shipping, which is still better than keeping a bike the buyer does not want. The fee reflects the handling and the lost new-unit value, and it is published on the product pages rather than hidden in fine print. The practical advice is to treat day 14 as a hard decision date, because every day after that narrows the refund.

Between days 15 and 30, returns are still accepted for brand-new, unused bikes, but a 20 percent restocking fee applies, so the refund is the purchase price minus the fee and the return shipping. The restocking fee covers the handling and inspection of the returned unit, and it is the reason the first 14 days are the better window for a change of mind.

The fee is published on the product pages, so the terms are transparent before purchase rather than discovered at return time.

Ridden Bikes and the Return Window Boundary

Bikes that have been ridden are generally not eligible for return for personal reasons, because a used bike cannot be resold as new and the wear from even one ride changes its condition. The policy protects the new-bike condition that the return window is built around, and it is why the test ride should happen at pickup or before purchase rather than after.

The exception path is the warranty: a defect discovered after riding is handled through the 2-year warranty, which covers manufacturing issues without requiring a return.

How Do You Start a Return With TST Support?

The return authorization is the step that protects both sides: support confirms the order, verifies the condition category, and issues the instructions, including the return address and packaging requirements. Shipping an unauthorized return risks refusal at the warehouse and a delayed refund, so the authorization is not a formality. Once authorized, use the original box and packing, insure the shipment for the bike's value, and keep the tracking number, because the refund clock starts at warehouse receipt.

Start a return by contacting TST EBike support at support@tstebike.com with the order number and the reason for the return, and the team will issue the return authorization and instructions. Do not ship the bike back before receiving the authorization, because unauthorized returns can be refused and the process requires the original packaging.

Include photos of the bike's condition if requested, because the condition documentation determines whether the full-refund or restocking-fee terms apply.

What Condition Must the Bike Be In for a Return?

The condition check comes down to one question: could this bike be sold as new? If the answer is no, the full-refund terms do not apply. That means the plastic and foam stay on the frame, the pedals stay unwrapped, the tires stay unridden, and the manual and accessories stay in the box. Buyers who want the option to return should treat the first two weeks as a look-don't-ride period, because one ride moves the bike into the generally non-returnable category.

The bike must be brand-new and unused with all original packaging, accessories, and documentation for the full-refund terms to apply. Any signs of assembly, riding, or missing parts move the return into the used-bike category, which is generally not eligible for personal-reason returns, so the bike should not be assembled or ridden before the return decision is made.

The practical rule: if you might return it, do not ride it, because riding the bike converts a returnable item into a used item.

The Refund Process After the Bike Is Received

After the returned bike is received and inspected, the refund is processed to the original payment method, minus any restocking fee and return shipping costs as applicable. Refund timing depends on the payment method and bank processing, typically a few business days after the inspection completes.

Keep the return tracking number, because the refund clock starts when the warehouse receives the bike, and the tracking confirms the handoff.

The Difference Between Returns and Warranty Claims

The two paths diverge at the diagnosis: a return is a change-of-mind decision that requires a new, unused bike, while a warranty claim is a defect response that provides replacement parts and keeps the bike. Riders should not initiate a return for a defect, because the return's unused-bike condition cannot be met once the bike is ridden and the defect discovered; the warranty path is the correct route. When in doubt, describe the issue to support and let them route it, because the wrong path costs time either way.

Returns and warranty claims are separate paths: returns are for changing your mind on a new bike, while warranty claims are for manufacturing defects and result in replacement parts rather than a refund. A bike with a defect should go through the warranty process, which is covered in the warranty guide, rather than a return, because the warranty provides the repair without losing the bike.

The two paths share the same first step: contact support with the order number and documentation.

Conclusion: Decide in the First 14 Days, Keep the Bike New

TST returns are transparent: 14 days for a full refund on a new, unused bike with return shipping on the buyer, a 20 percent restocking fee from days 15-30, and ridden bikes generally not eligible for personal-reason returns. Contact support for authorization, keep the bike in its original condition, and use the warranty path for defects.

Return Checklist

The return policy is transparent, and the first 14 days are the window that matters, so decide before the bike is ridden.

• Contact support for a return authorization before shipping.
• Keep the bike unused and in its original packaging.
• Return within 14 days for a full refund.
• Expect a 20 percent restocking fee from days 15-30.
• Keep the return tracking number for the refund clock.

See the TST EBike official site for the published return and refund policy, and the R002 product page for the terms as shown at checkout.

Related reading: what the TST 2-year warranty covers

FAQs

How long do I have to return a TST e-bike? 

14 days for a full refund on a new, unused bike, with a 20 percent restocking fee applying from days 15-30.

Can I return a bike I have ridden? 

Generally no for personal reasons; ridden bikes are not eligible, but manufacturing defects are covered by the 2-year warranty.

Who pays return shipping? 

The buyer pays return shipping, and a 20 percent restocking fee applies to returns made from days 15-30.

How do I start a return? 

Contact TST EBike support with the order number and reason; the team issues the return authorization and instructions.

Can I return a bike bought during a promotion? 

Yes, promotional pricing does not change the return window, but the refund returns the amount actually paid, including any discount applied to the order.

What if the box is damaged in transit before I open it? 

Photograph the box and label before opening, and report the damage with photos before starting the return, because the evidence determines whether the carrier or the return policy handles it.