Returns Made Clear.
We want customers to understand the return process before placing an order. This Policy describes return eligibility, request procedures, damaged or incorrect products, refund handling, and the assistance available from our team.
After receipt for eligible products.
8:00 AM – 10:00 PM.
Contact us before shipping a return.
30-Day Return Request Window
Customers may request a return for eligible products within 30 calendar days after receipt of the order.
To qualify for a standard change-of-mind return, the product should generally:
- Be unused, uninstalled, and unworn, except where inspection is permitted by applicable consumer law.
- Be in the same condition as originally received.
- Include original accessories, manuals, parts, and packaging where reasonably required.
- Have evidence of purchase or an identifiable order number.
- Be returned according to the instructions issued by customer support.
These conditions do not remove any non-excludable rights you may have for faulty or incorrectly supplied goods.
Special Considerations for Bike Products
Installed or Used Components
Pedals, tires, inner tubes, grips, saddles, bicycle racks, and similar components may show wear after installation or use. Unless legally required otherwise, a standard change-of-mind return may be declined if the item has been installed, damaged, or materially used.
Riding Apparel and Protective Accessories
Clothing, gloves, protective equipment, and comparable products should be returned clean, unused, and with relevant labels and original components, subject to the product's stated conditions and applicable law.
Excluded Items
Where permitted by applicable law, certain customized, personalized, or clearly identified non-returnable products may not qualify for ordinary change-of-mind returns. Products with genuine defects will be handled according to the applicable legal requirements.
Compatibility
Please review size and compatibility information before purchasing. An item ordered in the wrong size may qualify for a return only if it meets the relevant conditions and is otherwise eligible.
How to Request a Return
Email service@tuzben.com within the applicable return request period.
Include order number, product name, reason for return, and photos if necessary.
Our team will review the request and provide next steps and a return destination where appropriate.
Securely pack the item and use the authorized return method. Keep proof of shipment.
When Something Is Not Right
If your order arrives damaged, defective, incomplete, or different from the product you ordered, please contact us promptly.
Include your order number and photographs showing the issue, including packaging when relevant. We may request additional information needed to assess the problem.
Depending on the circumstances, available remedies may include a replacement, repair, refund, or other resolution under applicable consumer law.
Customers should not be required to accept reduced statutory remedies merely because an issue is reported outside the ordinary change-of-mind return process.
Who Pays Return Shipping?
For an approved change-of-mind return, the customer is generally responsible for return shipping costs, unless the store has explicitly agreed otherwise or local law requires a different outcome.
When a return is required because of our error, an incorrect item, or a covered product defect, our team will explain the appropriate shipping arrangement in accordance with applicable consumer rights.
Return packages should be suitably protected for transportation. We recommend retaining shipment confirmation and any available tracking information until the request has been resolved.
How Refunds Are Handled
Inspection and Approval
Returned goods may be examined to confirm eligibility and condition. We will communicate the relevant decision and next steps. Any legally mandated refund procedures will take precedence over discretionary inspection rules.
Refund Method
Approved refunds will generally be issued to the original payment method where supported. The time required for the funds to appear depends on the payment service provider and financial institution, subject to applicable legal deadlines.
Partial Refunds
A partial refund may be appropriate only where permitted by law and supported by the condition of the returned product or a mutually agreed resolution. We will explain any applicable adjustment.
Shipping and Other Charges
Original shipping fees or additional services may have different refund treatment depending on the reason for return and mandatory consumer rights. Any applicable amounts will be explained during the review.
Alternative Solutions
If you need a different size, model, or variant, contact us to check whether a suitable exchange is available. Availability cannot be guaranteed.
If you wish to cancel an order before dispatch, contact customer support promptly. Requests depend on fulfillment status. Once the order has shipped, the relevant return procedure may apply instead.
Nothing in this Policy is intended to limit rights or remedies that cannot legally be excluded.
Need Return Assistance?
Email service@tuzben.com or call 134 3052 1068. Support: 8:00 AM – 10:00 PM Daily.
REQUEST SUPPORT →