RETURN & REFUND
1 | Order Cancellation
| Order Status | Can I Cancel? | Refund | Fees |
|---|---|---|---|
| Not yet shipped | Yes – contact us any time before the tracking number is issued | 100 % of the order value | None |
| Already shipped / in transit | No – please accept delivery and follow the Return Policy below | — | — |
| Pre-order / Back-order (paid but temporarily out of stock) | Contact Customer Service to choose: (a) keep the order and wait for stock, or (b) cancel | Immediate full refund once you choose to cancel | None |
2 | Return Policy
Quick view table
| Situation | When to apply | Outcome | Who pays freight / fees |
|---|---|---|---|
| Change of mind – bike brand-new & unused | ≤ 14 days after delivery | 100 % refund | Buyer pays return freight |
| Change of mind – bike brand-new & unused | 15 – 30 days after delivery | 100 % refund | Buyer pays return freight plus a 20 % restocking fee |
| Change of mind – bike has been ridden | > 30 days after delivery | Not eligible for return | — |
| Quality-related issue | ≤ 14 days after delivery (bike complete, < 10 miles ridden) |
Your choice of (a) free replacement or (b) full refund | We pay all freight & handling (TST will verify the defect; damage due to misuse is excluded) |
| Quality-related issue | > 14 days after delivery & within the warranty period | Free repair service or free replacement parts | Minor cosmetic issues (e.g. paint chips) – contact us for accessories/compensation |
3 | How to Return
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Request authorisation first – open a ticket at Contact Us.
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Once approved we’ll email you a prepaid label or packing instructions.
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Un-authorised parcels will be refused. If you arrange your own shipping you assume all cost and risk of loss.
4 | Refund Processing Time
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After the returned item passes inspection your refund is issued within 10 – 15 business days.
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Your bank or card issuer controls when the credit appears in your account.
5 | Warranty Policy (after 14 days)
| Component | Coverage Period | What’s covered | What’s not covered |
|---|---|---|---|
| Frame | 1 year | Manufacturing defects | Accidents, misuse, unauthorised modifications |
| Battery & Electronics | 6 months | Manufacturing defects | Water damage, misuse |
| Wear items (tyres, tubes, brake pads, etc.) | 30 days | Out-of-box defects | Normal wear & tear |
Service after 14 days: we repair or supply parts free of charge for confirmed manufacturing defects. Labour at third-party shops is not covered unless pre-approved.
6 | Additional Notes
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Keep the original packaging until you decide to keep the bike.
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TST reserves the right to inspect and verify all quality claims.
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Intentional or accidental damage, abuse, and normal wear-and-tear are excluded from all refunds and warranties.
Order Shipping & Return Policy
If you’re not satisfied with any part of your purchase or gifting experience for any reason at all, please read the following carefully to understand our return policy. We hope you will be pleased with your purchase.
Cancellation Policy
We process orders very quickly to ensure the fastest delivery possible. We cannot make any change after 2 hours, so please double confirm your address, phone number, order detail, and other information ASAP once the order is placed.
Once your order has gone into a processing queue with our distribution center, we cannot make any changes to the order. If you discover a mistake with your purchase, please contact our customer service team immediately.
Shipping Policy
All of our orders are shipped via Fedex or UPS. You will receive an email update with your tracking number once your order has shipped! All orders are processed within 2 hours. Orders are not shipped or delivered on weekends or holidays. And if you apply for a refund within 14 days, you only need to pay the return shipping fee.
Return Policy
Note: If you apply for a refund within 14 days, you only need to pay the return shipping fee. If it is within 15 to 30 days, you need to pay the return shipping fee plus 20% of the order amount as a replenishment fee
Just a quick heads-up: if you need to return your item for any reason, please make sure to keep the original packaging. It’s important for a smooth return process and helps us make sure you get your refund or exchange without delay.
Return of Unused Items Within 14 Days of Receipt.
All buyers must return the original goods within 14 calendar days after receiving them, and only the shipping cost for return and exchange needs to be paid; for a full refund on merchandise (not used, not damaged, or not missed parts) accompanied by the original receipt within 14 Calendar Days of purchase. The refund will be issued within 5 Business Days to the original payment method after our RMA department inspects the bike. Please note that all buyers will be responsible for the costs of returning the items unless we delivered the items to you in error.
Return Unused Items After 14 Days
If the buyer changes his/her mind about a purchase and returns an item in the original condition without the return window,A replenishment fee of 20% of the order amount will be charged. The refund will be issued within 5 Business Days to the original payment method after our RMA department inspects the bike.
Return used item within 30 days
We will not accept any returns after 30 days from the delivery date. All used items must return within 30 days free from any damage. Electric bikes must have less than ten (10) miles on the odometer. Otherwise, we will charge up to 35% restocking fee/ handle fee.
Return Procedures, COD, and Timing. Don't hesitate to contact the customer service team at https://tstebike.com/pages/contact. Once we have received and processed your return, we will respond to the email address on file and update you on the status of the return. No return material authorization (RMA) number is needed for the buyer to return the purchase. We do not accept cash on delivery (COD) payment for any purchase. In general, you may see your refund credit back to your original payment method within 72 hours/ 3 days of processing (or on your following paper statement)
Return Shipping Cost:
All return costs are non-refundable. You will be responsible for paying your own shipping costs for returning your item. If you are returning an Ebike please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
No Bike Shop Returns/ Exchanges. Please note that each of our distributors, partner bike shops or dealers has its own return and exchange policies and procedures. We do not accept returns of items purchased from other channels/platforms/distributors/partner bike shops or dealer shops.
If you have any confusion, feel free to contact us at support@tstebike.com
Company Name: TST GRP LLC
Address: 820 S Wanamaker Avenue, Ontario, California 91761
Call: +1（626）878 4885 (7:00am - 4:00pm PDT)