Refund Policy

This policy applies to physical products purchased through the Tezeus official online store. Tezeus reserves the right of final interpretation.

Note:

1.      This policy applies to physical products purchased through the Tezeus official online store.

2.      All sales of virtual products are final and are not eligible for return or refund.

3.      For any order cancellations, modifications, or return/exchange requests, please send an email to customers@tezeus.cn with the subject line "[Request Type] + Order Number" to facilitate processing.

4.      Do not return items without confirmation from customer service; otherwise, the return may not be accepted, and a refund may not be issued.

5.      About Our Pricing: We are committed to bringing you exciting, time-limited offers. To make this possible, our prices are adjusted regularly, and we cannot apply retrospective discounts to previous purchases. We thank you for your comprehension, which allows us to continue creating great deals for you.

 

1.     Order Modification & Cancellation

1)      Before Shipment: You may contact customer service to request an order cancellation or a change of shipping address. If an order is cancelled, a 10% processing fee of the total order amount will be charged.

2)      After Shipment: Orders that have been shipped cannot be cancelled, intercepted, or modified. Any consequences or additional costs resulting from an incorrect address provided by the customer shall be borne solely by the customer.

 

2.     General Terms for Returns & Exchanges

1.      Request Period: Return or exchange requests must be submitted within 14 days from the date of receipt.

  1. Condition for Return: Items must be in pristine condition, free of stains or signs of use, complete with all accessories, and returned in the original packaging whenever possible. If the original packaging is lost, a replacement can be purchased for $100.
  2. Return Process: Upon approval by customer service, you will receive formal return authorization and instructions. We will decide whether to approve the refund/exchange after receiving the returned items and completing a quality inspection.

Depending on your location and circumstances, we may instruct you to return the product via mail, hand it over to a designated carrier (you may need to drop it off at a collection point), or use other methods. Please follow the instructions provided by customer service.

  • Mail-in Returns: You must send the product to the designated address within 14 days of notifying us of your decision to return. Compliance is based on the postmark/dispatch date.
  • Carrier Pickup: If we arrange a carrier, we will schedule a pickup time with you.

Return Shipping Responsibility:

  • Tezeus Bears Costs: For returns/exchanges confirmed by Tezeus as product quality issues.
  • Customer Bears Costs: For returns due to personal reasons (e.g., change of mind, performance not meeting expectations, incorrect size/color selection, etc.).

 

3.     Detailed Return & Refund Rules

You may be required to provide proof of purchase and photos of the original packaging. Returns will only be approved upon submission of such evidence. Items sent back without prior authorization will not be processed.

A. Due to Quality Issues (Significant non-software defects; photo/video evidence required)

  • Within 14 Days: Free return or exchange; Tezeus covers all shipping and related costs.
  • After 14 Days: Returns are generally not accepted. However, repair services or replacement parts may be provided. Solutions will be negotiated by customer service based on the specific situation.

B. Due to Personal Reasons (e.g., Change of mind, performance not meeting expectations, incorrect size/color)

  • Within 14 Days:
    • E-Bikes (Under 3 km): Mileage must not exceed 3 km, and the item must meet the "Condition for Return." The customer is responsible for return shipping ($300 per bike) and a 15% processing fee of the order amount.
    • E-Bikes (Exceeding 3 km): In addition to shipping costs ($300 per bike), a 30% fee of the order amount (processing and depreciation) will be deducted from the refund.
    • Accessories: The customer is responsible for return shipping ($30 per item) and a 15% processing fee of the accessory order amount.
  • After 14 Days: Returns or exchanges for personal reasons are no longer accepted.

C. Special Circumstances: Bundled Gifts / Non-Returnable Items

  • If a primary item is returned, any associated gifts must also be returned.
  • If the gift is unopened and unused, only the primary item's fees are deducted. If the gift has been opened or used, its fair market value and potential handling fees will be deducted from the total refund.
  • Please note: Returns are not accepted for items purchased on sale or at a discount.

 

4.     Refund Processing

  • Within 5 business days of receiving and inspecting the return, we will notify you via email regarding the audit result and a detailed breakdown of deductions.
  • Once approved, the refund will be processed within 14 business days and credited back to the original payment method.
  • If you have not received your refund after 14 business days, please contact customers@tezeus.cn for an inquiry.

 

Effective Date: February 26, 2026