Return Policy
Return Policy
🛒 Please Note Before Purchase
Before placing an order, please carefully review our return and cancellation policy.
If you have any questions, contact us at service@tenvelsbike.com.
1. Order Not Yet Received – Cancellation & Refund Rules
Order Processing Time:
Orders are typically processed within 24 hours after payment is confirmed.
Order Cancellation Window:
If you request a cancellation before the order is shipped and within the website’s designated cancellation period, you may cancel for a full refund.
● Before Shipment:
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You may request a full refund before the order is shipped.
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⚠️ Once a tracking number is generated (even if the status shows “not picked up”), the order will be considered shipped, and the shipped order rules will apply.
● After Shipment:
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If you cancel or refuse delivery after shipment, you will be charged two-way shipping fees (see cost table below), even if your order originally included free shipping.
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⚠️ Once the order is processed by the warehouse, it cannot be intercepted or canceled.
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⚠️ Important: Please do not refuse delivery of parts or batteries. Such items will be destroyed upon return and are non-refundable.
2. Order Received – Return Conditions
📦 Basic Requirements
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Keep the original packaging and accessories for at least 30 days for return or service purposes.
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If you discard the packaging, you must provide suitable replacement packaging for returns.
(1) Accessories
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Once opened, accessories are non-returnable and non-refundable, unless defective.
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If unsure whether a part fits, please contact us before purchase.
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Unopened: Return accepted within 7 days of delivery; must be unused and in original packaging.
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Opened/Used: Not eligible for return.
(2) Battery
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Same policy as accessories:
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Non-returnable once shipped.
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Unopened: Return accepted within 7 days of delivery.
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(3) E-Bike
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Unopened: Return accepted within 30 days of delivery; must be unused and in original packaging.
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Opened & Used ≤ 20 miles: Return accepted within 30 days; the bike must be undamaged, clean, scratch-free, odor-free, and returned with the original packaging and all components (charger, keys, free accessories, etc.).
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Opened & Used > 20 miles: Not eligible for return.
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Inspection: If signs of wear, dirt, scratches, or other usage are found, a 30% depreciation fee plus shipping fees will be deducted from the refund.
(4) Additional Notes
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Gift cards, freebies, and promotional accessories are non-returnable.
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If the return is caused by shipping damage or product issues due to our reasons, TENVELS will cover all return shipping costs.
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If the return is caused by the consumer’s preference, incorrect choice, or order error, the consumer must bear the shipping cost, based on the express company used.
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Photo or video evidence is required for any quality claim.
3. Discounted Orders
If you used a discount code, the total discount amount will be deducted from your refund, regardless of how many items are returned.
4. How to Initiate a Return
🚫 Returns not following the process below will not be refunded.
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Contact us: Email service@tenvelsbike.com with clear photos or videos of the product and packaging.
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Review: Our team will evaluate the case.
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Return label: If approved, we will provide a return shipping label. In special cases, you may be asked to arrange your own return shipping.
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Refund: Once the product is received and inspected, refunds will be processed within 7 business days.
⚠️ Refunds cannot be processed while the item is in transit.
💳 Refund Method: Refunds will be issued to your original payment method.
5. Return Shipping Fees
● E-Bike
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One-way: $150
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Round trip: $300
● Accessories / Battery
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Round-trip shipping fee = 50% of item price
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Minimum fee: $10 (for items under $10)
● Extra Fees
Returns due to customer error (wrong choice / not reviewing product details carefully) will incur:
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30% depreciation fee
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Round-trip shipping costs
6. Return Address
TENVELS Return Center
📍 796 E Harrison St, Corona, CA 92879, USA