Return and Exchange Policy

This policy is amended and effective from December 13, 2024. The final interpretation rights are reserved by Tezeus.

Important Notes:

  1. This policy only applies to products purchased through the Tezeus official website.
  2. All sales of virtual products are final and are not eligible for return or refund. Due to the special nature of virtual products, they cannot be returned or refunded after purchase.
  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 the processing of your request.
  4. Do not return packages on your own or send them to the sender's address. Any unauthorized returns will not be refunded.

Order Cancellation/Modification:

  1. Order cancellation before shipment: Please send an email to customers@tezeus.cn with the subject line "Order Cancellation + Order Number," and we will process your request as soon as possible.
  2. Shipped Order: Orders that have been shipped cannot be changed, intercepted, or canceled. Please wait for the package to arrive and then decide whether to keep it or apply for a refund.
  3. Modifying the delivery address before shipment: Before shipment, you can try to request a change of address by sending an email to customers@tezeus.cn. Our customer service team will confirm if it is possible to change and inform you of any additional fees involved.
  4. Modifying the address after shipment: It is not possible to change the address after shipment. Any additional costs incurred due to incorrect addresses will be borne by the customer.

Order Returns and Exchanges:

  1. Free Return and Exchange:
    • Within 14 days: If the product has significant non-software defects and provides valid evidence, you can return or exchange the product for free, and Tezeus will bear all costs. Please provide photos or videos taken in a well-lit environment and submit them via email.
    • After 14 days: Returns are not accepted, but customers can choose to replace the product. For minor defects, we will send replacement parts for free, with Tezeus covering the shipping costs. If repaired in a local store, we will cover the repair costs.
  2. Returns and Exchanges at Customer's Expense: Returns requested by the customer due to personal preferences (e.g., "dislike the product" or "function does not meet expectations"); returns requested due to issues that can be remotely resolved (e.g., software issues); other personal reasons for returns (e.g., "wrong size" or "dislike the color"); for these personal reasons, return shipping costs will be deducted from the refund amount: Bike shipping fee: €200 per unit, Accessories shipping fee: €30 per item.
  3. Return and Exchange Precautions: Customers must return the product in its original packaging to ensure safe transportation. We will inspect the returned product for any damage, wear, contamination, or missing parts. If any issues are found, the product value will be re-evaluated, and the refund amount will be adjusted. If the original packaging is lost, you can request to purchase a new one for a fee of €100. Please ensure all accessories are included when returning.

Refunds:

  1. Order cancellation before shipment: A handling fee of 10% of the order amount will be charged.
  2. Order cancellation after shipment: The customer must bear the shipping cost (€200 per unit) and pay a handling fee of 10% of the order amount, and return the unopened package.
  3. Ebike return handling fees and conditions:
    • Personal reason returns (within 14 days): E-bikes with a recorded travel distance of less than 10 kilometers: The customer bears the shipping cost (€200 per unit), pays a 10% handling fee of the order amount, and must ensure the product is undamaged, unstained, and returned in its original packaging.
    • Personal reason returns (within 14 days): E-bikes with a recorded travel distance of more than 10 kilometers: The customer bears the shipping cost (€200 per unit), pays a 30% handling fee and depreciation fee of the order amount, and must ensure the product is undamaged, unstained, and returned in its original packaging.
    • Return and refund notice: We will inspect the returned product upon receipt to see if it meets the return conditions and will notify the refund status and related fee details via email.
  4. Refund for accessories without quality problems: The customer bears the shipping cost (€30 per item) and pays a 10% handling fee of the accessory order amount.

Refund Process:

  1. After receiving the returned product, we will assess whether it meets the return conditions and notify the refund status and related fee details via email.
  2. Once confirmed, we will process the refund within 14 working days, and the amount, after deducting related fees, will be returned to the original payment method. If you do not receive the refund after 14 working days, please contact us through customers@tezeus.cn.

Company address: 

Room 023, 9/F, Block G, Kwai Shing Industrial Building, Stage 2, 42-46 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong