Order Cancellation, Returns & Refund Policy

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1. Order Cancellation

Before Shipment

You may cancel your order free of charge before it has been shipped.

• Orders can be cancelled before a tracking number is generated

• A 100% refund will be issued to the original payment method

📌 Orders are processed quickly. Once your order enters the shipping process, cancellation is no longer possible.

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After Shipment

If your order has already been shipped or is in transit:

• Cancellation is no longer possible

• Please receive the item first and follow the return process below

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Pre-Order / Out-of-Stock Orders

If you placed an order for a pre-order or temporarily out-of-stock item, you may choose to:

• (a) Continue waiting for restock, or

• (b) Cancel the order for a full refund

Refunds will be issued immediately after cancellation is confirmed.

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2. 30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return.

❗ Returns requested after 30 days from delivery will not be accepted.

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3. Return Eligibility

To be eligible for a return, the item must meet all of the following conditions:

• The product is unused and unworn

• The e-bike has less than 10 kilometres on the display

• All original items are included (charger, keys, hardware, manuals, etc.)

• Returned in original packaging

• Original proof of purchase is provided

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4. Return Scenarios & Fees

4.1 Change of Mind (No Quality Issues)

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4.2 Quality Issues / Wrong Item

If the product is defective, damaged upon arrival, or you received the wrong item:

• Please contact us immediately after delivery

• We will evaluate the issue and provide one of the following solutions:

  • Free replacement

  • Full refund

  • Partial refund (where appropriate)

📌 For confirmed quality issues, all shipping and handling costs will be covered by TST.
Damage caused by misuse, accidents, or unauthorized modification is not considered a quality issue.

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5. Non-Returnable Items

The following items are not eligible for return:

• Products purchased from unauthorized resellers

• Damage caused by human factors, misuse, accidents, or modification

• Special or custom orders

• Giveaway or free items

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6. How to Request a Return

Submit a return request via our contact page:
👉 [EU Store Contact Page – Placeholder]

Once approved, you will receive:

• A prepaid return label or

• Packing and return instructions

Returns sent without prior authorization will be refused.

If you choose your own shipping method:

• All shipping costs and transit risks are your responsibility

• We strongly recommend using a trackable service or purchasing shipping insurance

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7. Refund Processing Time

• Refunds are issued after the returned item passes inspection

• Processing time: 10–15 business days

• Actual refund arrival time depends on your bank or card issuer

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8. Warranty Policy (After 14 Days)

After-Sales Service

• Confirmed manufacturing defects will be repaired free of charge or replaced with parts

• Labour costs from third-party repair shops are not covered, unless approved in advance

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9. Additional Notes

• Please keep the original packaging until you decide to keep the bike

• TST reserves the right to inspect all returned products and reported issues

• Damage caused by accidents, intentional misuse, or normal wear is not eligible for refund or warranty

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10. Store & Company Information

EU Store Website
[EU Store URL – Placeholder]
tstbike-eu

Company Name
TST Europe Mobility B.V. (Placeholder)

Registered Address
[EU Address – Placeholder]

Email
suppor@tstebike-eu.com (Placeholder)

Phone
[EU Phone – Placeholder]

Customer Service Hours
Monday – Friday, 09:00–17:00 (CET)