If you're looking to cancel or return your order, we are here to help! Generally, we will accept requests for exchange, return or refund within 30 days from the date of delivery of the product (subject to the order tracking record).

Note: If you have successfully paid for the order, you accept the following refund policy by default.

Order Cancellation

Before Shipment

Free of charge. Please contact us at contact@tuttiosport.com.

After Shipment

If your order has already shipped and can no longer be modified, you may refuse delivery, but restocking fee of 10% of the eBike’s cost will apply. Additionally, you will be responsible for the return shipping cost of $250. Tuttiosport will provide a return shipping label, and the designated carrier will pick up the return package.

Approved returns of defective items within 30 days of receipt are exempt from the restocking fee. Please notify our Customer Service team as soon as possible if you encounter any issues.

Please note: We do not accept returns for accessories unless there is a quality issue.

Order Modification

Before Shipping

There is no charge for making changes. Please email us at contact@tuttiosport.com to proceed.

Shipped but Not Received

You can still request changes by emailing us at contact@tuttiosport.com, but we cannot guarantee that the modifications will be successful.

Delivered

If you want to exchange your eBike after it’s been delivered, please refer to our return policy. Customers are responsible for a $250 return shipping fee per eBike, and a restocking fee of up to 10% may be deducted from the refund. To proceed, please contact us at contact@tuttiosport.com.

Model Exchanges and Returns

If you wish to return an item, you must do so within 30 days of receiving your order. To initiate the return process, please contact our Customer Service Team at contact@tuttiosport.com and we will guide you through the return process. Products must be unused and in their original packaging to be eligible for return.

Product Defects

TuttioSport is committed to providing top-notch service and tech support to resolve any simple issues. We will supply the necessary replacement parts and cover all repair costs associated with the damages.

Shipping Damages

TuttioSport will do everything possible to assist you by providing the required parts and covering all service costs.

Free Replacement and Return

If your package arrives with shipping damage that affects its functionality, you can refuse the delivery, or contact our customer service for help with missing or critically damaged parts, as well as other quality-related concerns. Our team will arrange a free replacement or return for you.

Return Criteria

Items purchased from the online store (www.tuttiosport.com) may be returned within 30 days of receiving in new, unworn condition, with all tags and original packaging

If you purchased an item from a third party or retail store, please contact them directly to determine the return options they offer.

Items returned to us without a prior request for return will not be accepted.

Return Fees and Restrictions

Please note that we cannot cover the shipping costs of any returns. However, if it is caused by incorrect information on our website, please contact us and we will accept full responsibility.

If the return is caused by the consumer, the consumer is responsible for the shipping cost. The specific cost is subject to the courier company you choose.

If due to our reasons, the goods received are damaged or incorrect, the consumer is not responsible for the resulting shipping costs.

Return Steps

1. Contact tuttiosport and explain the reason for the return (if you have photos and/or videos, please attach it)

2. Obtain the address and send the goods back (please ensure the packaging status of the goods to ensure the safe transportation of the goods)

3. Send the tracking number to tuttiosport, please contact at contact@tuttiosport.com

4. Refunds accepted (we will refund the refund to you within 3-5 working days after we receive the goods, and the refund will be made through the same payment method used at the time of purchase.)

5. If your refund hasn’t appeared in your account after 5 working days, we recommend checking with your credit card company or bank. Delays can happen due to different processing times across financial institutions. If you still have concerns, please feel free to contact us.

Exchange Steps

1. Contact tuttiosport and state the reason for your exchange and the product you wish to exchange.

2. Obtain the address and send the goods back (please ensure the packaging status of the goods to ensure the safe transportation of the goods)

3. Waiting for a replacement (we will send you a replacement within 3 working days of receiving the returned product)

Possible Problems

Question: What kind of goods cannot be returned? Answer: Non-returnable items include, but are not limited to: 1. Products purchased from non-tuttiosport websites 2. Human-caused damage 3. Special order 4. Promotional items or gift cards 5. Giveaways or free items

Question: Are minor damages to the outer packaging eligible for free replacement or a refund? Answer: No, minor damage to the outer packaging is considered normal and does not qualify for free replacement or a refund.

Question: Are parts that are damaged after excessive use covered under the free replacement or refund policy? Answer: No, damage to parts or wearing parts caused by excessive use is not covered by the free replacement or refund policy.

Question: What if my product has minor scratches or paint loss? Answer: Minor scratches or paint loss on the product are seen as normal and do not qualify for free replacement or a refund.

Question: What about parts that wear out after being used for a certain period of time or a certain number of times? Answer: Damage to parts or wearing parts after a certain period of use or after a certain number of uses is considered normal and is not eligible for free replacement or a refund.