Return or exchange policy

Important: Please note that this policy only applies to customers who purchase products from the Tezeus official store.

We aim to provide you with a delightful shopping experience through excellent after-sales service. If you are unclear about the following terms and explanations, please contact us at customers@tezeus.cn

 

  1. How to cancel/modify my order

    Before delivery: If you cancel your order before delivery, 5% of the cost of the order will be charged as a processing fee.


    After delivery: We cannot change, intercept or cancel orders that have already been shipped. You can reject the goods, but you will be responsible for paying the shipping fee of $200 and a processing fee of 10% of the order value.

    Please note: The return request has been confirmed by the Tezeus service team and the customer can arrange the return themselves, ensuring safe transportation and successful return is the customer's responsibility. Customers must choose to sign up for confirmed shipping services and we strongly recommend that additional shipping insurance be added to the returned package. Tezeus shall not be liable for any damage, loss or other accident to the goods arranged by the Customer.

    Order modification: The delivery address needs to be changed before the order is shipped, please contact our customer service team to confirm whether it is possible to change the address and incur the associated shipping costs.

    1. Replacement and return

    If a return is due to the consumer's reasons, they bear the shipping fee, which varies based on the chosen express company. However, if the goods are damaged or incorrect due to our fault, the consumer is not liable for any shipping fees.

     Return/Exchange without Reason: Tezeus offers a 14-day return and exchange policy for the products. To ensure the product's safety during shipping, you need to pack it into the original packaging. Our team will inspect the returned product for any signs of damage, wear, contamination, or missing parts. If we find any of these issues, the product's value will be evaluated, and the compensation will be adjusted accordingly.

     Free return or exchange: If you find that the product is damaged during transportation (affecting normal functionality), you can reject the package and contact our customer service team within 24 hours for help.
    You may be asked to provide order information and related photos or videos.

    *Definition of severely damaged items: the structure of the main body is significantly deformed, affecting in any way its normal functions. 

    Please take photos or videos from the front, rear, left and right of the bicycle in a well-lit environment.

    If you lose the original packaging, we can send a new one to you for $90. Please make sure to include all accessories when you send back the bike.

    1. Refund Process

    Upon receipt of your returned product at our warehouses or after-sales centers, we'll assess its compliance with our return conditions. You'll then receive a confirmation email detailing the return status and any associated fees.


    Once you've confirmed this email, we'll proceed with the refund within 10 working days, crediting it back to your original payment method automatically (relevant fees deducted). If you haven't received your refund after 10 working days, please reach out to us at customers@tezeus.cn.