Return Policy
1. Returns and Exchanges
Returns
1.1 If you are a consumer, meaning that you are not buying our product(s) in the course of your business, and you are buying through our official website us.tenways.com, you may return the purchased product(s) within fourteen (14) days of the receipt of the product(s). Please note that batteries and power banks are ineligible for returns.
1.2 To start the return process, please contact and inform TENWAYS customer service of your decision to return. Returns will not be processed if you do not communicate with TENWAYS customer service within 14 days of receipt. You may be asked to provide proof of purchase and photo(s) of the product(s) in their original packaging. Photos submitted prior to return must depict products in a resellable condition. Returns will only be granted upon submission of such evidence. Items sent back without first requesting a return will not be accepted.
1.3 The product(s) must be returned in its original condition, must be in the original packaging, and must include all items that were originally inside the box. Unpackaged items cannot be returned. We strongly recommend you keep the original packaging for 14 days after you receive it.
1.4 You will be responsible for covering the delivery costs for returning the product(s). Depending on the chosen return method, you may need to pay for the return delivery costs, or we will pre-pay the return delivery and deduct the corresponding cost from your reimbursement.
1.5 Depending on your location and situation, we may advise you to return the product(s) by post, hand them over to a carrier appointed by us (you may need to drop them off at a courier station), or through other means. Please follow the instructions provided by customer service. If returning by post, send the product(s) to the address specified by customer service no later than fourteen (14) days from the date of your decision to return. The deadline is considered met if the product(s) are sent out within this 14-day period. If you choose to hand over the product(s) to a carrier, we will coordinate a collection time with you.
Exchanges
1.6 You can exchange the purchased product(s) within 14 days of receipt. To initiate an exchange, please contact our customer service.
1.7 Please note that if you are exchanging the product(s) for personal reasons, you will be responsible for the return delivery costs.
Restocking Fees
1.8 To return or exchange an E-bike free from any pre-existing damage or warranty issues, a $200 restocking fee will apply.
*Applies to orders placed on or after Nov. 16, 2023.
1.9 You can always contact us for any question at support@tenways.com.
2. Damages and Wrong Items
2.1 Please inspect your order upon reception and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can promptly address the issue and ensure your complete satisfaction.
3. Exceptions / Non-returnable Items
3.1 Certain types of items cannot be returned, like customized products, hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
3.2 Unfortunately, we cannot accept returns on final sale items or gift cards.
4. Refunds
4.1 After we receive the returned product(s), we will inspect for damages, contamination, wear, or missing parts. If any of these incidents are found, the diminished value of the returned product(s) will be assessed and deducted from the reimbursement.
4.2 Refunds will be processed after the returned product(s) have been inspected by the warehouse. We will issue the reimbursement using the same payment method you used for the initial purchase.