Return Policy

Please read this policy carefully before ordering. Placing an order means you agree to the terms below.

1) Order Cancellation

  • Before shipment/production: You may cancel for a full refund.

  • After shipment: The order cannot be canceled. If you no longer need the item, please follow the return process after delivery.

2) 30-Day Hassle-Free Returns

  • You may request a return within 30 days of delivery—no questions asked.

  • How to apply: email terrosor.store@gmail.com and our team will guide you.

(a) Return Eligibility

  • Item must be unused, in the same condition as received, with original packaging, accessories, and manuals.

  • A valid order number/receipt is required.

  • You must contact us first to obtain RMA authorization and the correct return address. Unauthorized returns may be refused.

(b) When a Return May Be Refused (examples)

  • Signs of use, accidental damage, or modification;

  • Missing packaging/accessories that affect resale;

  • Requests made after the 30-day window.

(c) Return Shipping & Labels (Covered by Terrosor)

  • We cover the shipping cost for all approved returns—whether or not there is a quality issue.

  • Prepaid return label (recommended): We will issue a prepaid label. No shipping cost will be deducted from your refund.

  • Self-ship & reimbursement: If you must ship on your own, please use a trackable standard ground service and keep the receipt/invoice. After our warehouse receives and inspects the item, we will reimburse up to the standard ground rate within 3–5 business days (any excess service or add-ons are not reimbursable).

  • Packaging: Use the original box or equivalent strength, secure the contents to prevent transit damage. Damage caused by improper packing may affect the refund amount.

(d) Return Process

  1. Email terrosor.store@gmail.com with your order number, reason, and photos/videos if applicable;

  2. Receive RMA and return label/address;

  3. Pack safely and ship the item; keep the trackable tracking number;

  4. After delivery to our warehouse, we complete inspection within 2–3 business days;

  5. If approved, we proceed to refund (see “Refunds” below).

(e) Refunds (Clear Timeframes)

  • Processing: Once inspection is approved, we initiate the refund within 3–5 business days to your original payment method.

  • Bank posting time: Actual posting depends on your card issuer/payment provider, typically 1–10 business days (some cross-border/payment channels may take longer).

  • Overall timeline: From our receipt of your return, 7–15 business days is typical for inspection + refund posting.

  • Self-ship reimbursement: Processed within 3–5 business days after inspection approval, and either returned to your original payment method or combined with the product refund; actual posting depends on your provider.

If funds don’t appear after the above window, please first contact your bank/payment provider; if unresolved, reach out to us.

Note: Discounts/coupons follow platform rules and are adjusted accordingly. Refunds go only to the original payment method.

3) Exchanges (Shipping Covered by Terrosor)

  • Supported: Within 30 days of delivery, you may request an exchange for color/spec/size or a same-model replacement for functional concerns (subject to stock availability).

  • Eligibility: Item must be unused and resellable, with all original packaging/accessories; proof of purchase required.

  • Shipping costs: Terrosor covers both the return shipping and the outbound shipping of the replacement, regardless of whether it’s a quality issue.

  • Prepaid label: Provided for exchanges. If you self-ship, follow the “Self-ship & reimbursement” rules above.

  • Price differences: We will charge or refund any price difference; discounts/promotions are recalculated per platform rules.

  • Exchange dispatch time: After we receive and pass inspection, replacements ship within 1–2 business days (holidays may extend).

4) Return/Exchange Address

Always contact customer service for RMA authorization before sending anything back.
Recipient: Howard–SZZW
Address: 1643 S Parco Ave, Ontario, CA 91761-8308, USA

5) Warranty

  • Terrosor provides a 1-year limited warranty covering manufacturing defects and functional failures on all e-bikes.

  • To claim: email terrosor.store@gmail.com with your order info, issue description, and photos/videos.

  • Resolution: after technical assessment, we will offer an appropriate repair, replacement, or refund.

  • Not covered (examples): normal wear and tear/consumables (e.g., brake pads, tires), misuse/accidents, unauthorized disassembly or modification, liquid damage/corrosion, force majeure, etc.

6) Contact

  • Email: terrosor.store@gmail.com

  • We respond on business days; response times may be longer during peak periods, but we will assist as quickly as possible.

7) Helpful Tips

  • Please inspect the outer box and product upon delivery. If there is visible damage or shortage, contact us within 48 hours with photos.

  • Keep the packaging and accessories until you are sure no return/exchange or service is needed.

  • Always use trackable shipping and pack securely to protect your item and your rights.