Return & Refund Policy
For purchases covered by this policy, eligible voluntary return or exchange requests must be submitted within 30 calendar days after delivery, unless the applicable sales channel terms or local law provide otherwise. This voluntary-return program is separate from the Limited Warranty. A warranty claim is not barred solely because the 30-day voluntary-return window has expired.
Order Cancellation
Before Shipment
Cancellation or address-change requests must be submitted as soon as possible. Fulfillment may begin immediately. Once the order has entered carrier processing, cancellation or address changes may no longer be possible. If TuttioSport successfully stops an order before carrier handoff, any applicable handling or special processing charge will be disclosed in advance. Rights arising from legally required shipping-delay notices remain unaffected.
After Shipment
After shipment, order cancellation is generally no longer supported. A refused or returned delivery may be treated as a customer-initiated return when the reason is attributable to the customer. The customer may be responsible for the applicable return shipping / carrier charges and 10% restocking fee, unless the return results from TuttioSport’s error, a confirmed defect, or applicable law requires otherwise.
Order Modification
Before shipment: requests may be considered if fulfillment has not progressed to a point that prevents the change.
After shipment: no changes to product, model, color, or address are guaranteed. Carrier address-correction charges caused by customer-provided incorrect information may be charged to the customer.
Model Exchanges and Voluntary Returns
Requests must be submitted within 30 calendar days after delivery.
The Product must be unused, uninstalled, unridden, and in substantially the same condition as received, with required accessories, components, and packaging.
An e-bike that has been ridden or materially used is not eligible for a voluntary change-of-mind return unless TuttioSport agrees in writing. Defects remain subject to Warranty review.
TuttioSport may require odometer / usage information, photographs, and packaged-box photographs before issuing a return label.
Non-Returnable or Restricted Items
Opened, installed, or used batteries, controllers, helmets, protective gear, and similar safety-sensitive or functional accessories are not eligible for voluntary non-quality return, except where required by law or for a confirmed defect.
Special-order, customized, clearance, or final-sale items are non-returnable where that status was clearly disclosed before purchase, except for defects and non-waivable legal rights.
Gift cards and promotional giveaways are non-refundable unless required by law. Complimentary accessories have no separate cash value.
Return Fees and Restrictions
Standard voluntary return shipping and handling for a complete e-bike: $300 per unit. If the actual carrier charge is higher, the actual disclosed carrier charge may apply.
Restocking fee for an eligible voluntary non-quality e-bike return: 10% of the product price, excluding taxes and shipping.
Original outbound shipping charges are non-refundable for customer-initiated non-quality returns, except where required by law.
If TuttioSport made an error, shipped the wrong product, or a confirmed defect / covered shipping damage is established, applicable return shipping may be covered or reimbursed as determined under this policy and applicable law.
Address-correction, carrier-intercept, refused-delivery, return-to-sender, or redelivery charges caused by the customer may be deducted from an eligible refund.
Product Defects and Shipping Damage
For a suspected defect, TuttioSport may first provide troubleshooting, adjustment instructions, replacement parts, or repair support. A full-product return or refund is not the default remedy. If a covered defect cannot reasonably be resolved through parts or repair, TuttioSport may consider product replacement, return, refund, or another remedy required by law.
Return Criteria
The return request must be submitted within the applicable 30-day period.
The customer must obtain written return authorization before shipping.
The customer must follow TuttioSport’s packaging, labeling, carrier, and tracking instructions.
The customer must provide tracking information after shipment.
The customer is responsible for safe disassembly and packing unless otherwise agreed in writing or required by law. TuttioSport does not provide in-home packing as a standard service.
Return Inspection and Refund Eligibility
Upon receipt, TuttioSport may inspect the Product, serial number / VIN, accessories, packaging, usage condition, and damage. Refund approval is conditioned on compliance with the applicable return requirements, subject to non-waivable legal rights. If TuttioSport accepts a non-compliant return as a courtesy, deductions for missing items, damage, abnormal wear, or diminished value may be made to the extent permitted by law. If the return is rejected, TuttioSport may return the Product to the customer at the customer’s expense.
Return Steps
1. Contact info@tuttiosport.com with the order number, return reason, and requested remedy. Attach photos / videos when relevant.
2. Obtain written approval and the official return address / prepaid label instructions. Do not ship independently to an address that has not been authorized.
3. Disassemble and pack the Product according to the instructions. Provide packed-box photos if requested.
4. Ship using the instructed carrier and tracking method; send the tracking number to TuttioSport.
5. After receipt and inspection, an approved refund will generally be initiated within 5 business days. Bank or payment-processor posting times may vary.
Exchange Steps
1. Contact TuttioSport and provide the reason for exchange and requested replacement.
2. Obtain written authorization and return instructions.
3. Return the Product with tracking and follow all packing instructions.
4. After receipt and inspection, an approved exchange is generally processed within 3–5 business days, subject to stock availability.
Promotional Discounts, Gifts, and Partial Returns
Refunds are based on the net amount actually paid after discounts.
If a partial return causes a promotion, bundle, quantity discount, or gift-with-purchase offer to no longer qualify, the discount may be recalculated under the terms disclosed at purchase.
Promotional gifts required to be returned with a product refund must be returned in substantially the same condition; otherwise their reasonable value may be deducted to the extent permitted by law.
Unauthorized Returns
Do not return Products without prior written authorization. Unauthorized returns may be delayed, refused, or returned at the customer’s expense to the extent permitted by law. TuttioSport is not responsible for loss, damage, or costs arising from a customer shipping a Product to an unapproved address or without following the issued return instructions.
Late or Missing Refunds
If an approved refund does not appear after the payment provider’s normal processing period, first check the account statement, then contact the card issuer / payment provider, and then contact TuttioSport with the refund reference if available.
Applicable Law and State-Specific Rights
This policy is subject to applicable federal and state law. Certain jurisdictions may provide consumers with additional warranty, repair, return-policy disclosure, transportation, refund, or replacement rights. Nothing in this policy is intended to waive or limit any non-waivable right or remedy. Where applicable law provides a mandatory remedy or requirement that differs from this policy, the mandatory requirement controls.
Policy Interpretation and Updates
This policy applies to TuttioSport’s consumer after-sales program across applicable sales channels and markets. Local laws, product-specific terms, and sales-channel-specific policies may provide additional or different rights. Where an order-specific written term, product-specific warranty, recall notice, official safety notice, or applicable law provides a different mandatory requirement, the mandatory requirement controls. TuttioSport may update this policy prospectively by publishing a revised version. The version in effect at the time of purchase generally governs the purchase, subject to applicable law and any later safety or recall requirements.
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