You have 30 calendar days from delivery to request an eligible return. Include your order number, the reason, photos of the bike and a photo of the odometer. Support hours: Monday–Friday, 9:00 AM–5:00 PM PST. We respond within 24 hours.
How we help
- Send us the details. For arrival damage or a defect, contact us within 48 hours and include photos of the packaging and item.
- Get a clear next step. We review return requests within 2 business days. For an approved return, we send a return authorization number (RMA), instructions and any applicable costs.
- Return, repair or replace. Depending on the issue, we arrange a replacement part, repair, replacement bike or approved return. Use the supplied label or carrier instructions.
Who pays?
| Situation | Costs and resolution |
|---|---|
| Item arrives defective or damaged; report within 48 hours | TXED arranges a replacement part, repair or replacement bike at no extra cost. If a return is required, TXED provides a prepaid label. |
| Wrong item sent or item not as described | TXED covers the approved return with a prepaid label. |
| Changed your mind; item is new and unused with complete original packaging | You pay return shipping. No restocking fee applies. Shipping is quoted for your location before approval; there is no fixed $150 return fee. |
| Approved change-of-mind return with minor signs of use or missing original packaging | You pay return shipping. A restocking fee and/or replacement-packaging fee may apply; together these fees will not exceed 10% of the item price. We confirm them before return approval. |
| Cancellation before fulfillment processing | Full refund, with no additional fee. |
| Cancellation during packing or fulfillment, before shipment | A handling fee of up to $50 may apply for work and packaging already used. We confirm the amount before cancelling. |
| Refused undamaged delivery or undeliverable customer-provided address | You pay the carrier’s return cost, confirmed before refund processing. |
30-day return eligibility
Submit your request within 30 calendar days of delivery. The bike must have 10 miles or fewer, include all supplied parts, accessories, manuals and documentation, and be free of damage or unauthorized modifications.
A new, unused bike with no outdoor wear and complete original packaging is eligible without a restocking fee. If there are minor signs of use, send photos first so we can assess eligibility and explain any deduction. Meeting the mileage limit alone does not guarantee acceptance.
Keep the original box and foam inserts. If they are missing, an otherwise eligible return can still be accepted using packaging approved by support, with a replacement-packaging fee. Restocking and replacement-packaging fees combined will not exceed 10% of the item price; return shipping is separate.
Packing and sending your return
Wait for your RMA and return instructions before shipping. RMAs are valid for 7 calendar days from issue.
- Pack the bike securely with all included items, using the original packaging or replacement packaging approved by support.
- Write the RMA number clearly on the outside of the package.
- Ship using the label or carrier instructions provided by TXED.
Returns without a valid, pre-issued RMA are not accepted and are returned to the sender at the customer’s expense. Missing parts or accessories must be reported before shipping; do not assume an incomplete return will be accepted. If an exception is approved, we explain the resulting partial refund before processing.
Refund timing and deductions
- Inspection: we email the approval or rejection within 3 business days of the return reaching our warehouse.
- Refund processing: approved refunds go to the original payment method within 3–5 business days.
- Bank processing: allow an additional 5–10 business days for the bank or card issuer to post the credit.
Original shipping charges are non-refundable unless the return is due to a defective item, an incorrect item or shipping damage. For an approved exception involving minor use, missing accessories or damaged original packaging, we explain any partial-refund deduction before processing. The combined restocking and replacement-packaging charge does not exceed 10% of the item price.
If your refund has not appeared within 10 business days of the approval email, check with your bank or card issuer, then email TXED for help.
Damage on arrival, exchanges and delivery refusals
Take photos or video of the box and damaged item before fully unpacking, then contact us within 48 hours of delivery. Depending on the issue, we arrange a free replacement part, repair or replacement bike. We may ask you to return the defective item; if so, we provide a prepaid label.
Damage or defect reports made after 48 hours are reviewed under the warranty policy, rather than the arrival-damage return process. Shipping-damage claims must be submitted within 7 days of receipt.
To change a color or model, request an eligible return and place a new order. The standard return terms apply.
If you refuse delivery because of visible shipping damage or an incorrect item, TXED covers the return and provides a full refund or reshipment at no charge. For an undamaged, correctly shipped item that is refused, or an order returned because of an incorrect address you supplied, carrier return costs are your responsibility. We confirm the cost before refund processing and contact you after the package reaches our warehouse.
Cancellation and items outside the return policy
Email us as soon as possible to cancel. Orders are typically processed within 1 business day. Before fulfillment begins, cancellation is free. During packing or fulfillment, a confirmed handling fee of up to $50 may apply. Once shipped, the order cannot be cancelled; request a standard return after delivery.
The following are not eligible for a standard change-of-mind return:
- Bikes with more than 10 miles, outdoor wear beyond an approved minor-use exception, cosmetic damage or unauthorized modifications.
- Incomplete bikes or missing accessories unless TXED has specifically approved an exception and explained the deduction.
- Items marked “Final Sale” or “Clearance” at purchase. This does not remove support for items that arrive defective or damaged.
- Consumable wear items, including brake pads, tires, inner tubes, chains and grips, and batteries degraded by normal use.
- Damage from misuse, accidents, water submersion, improper maintenance or unauthorized repair.
Help after the return window
Warranty coverage starts when the original owner receives the bike and continues after the 30-day return window: frame 13 months; battery 1 year; motor, controller, display, electrical components and charger 2 years; other original parts and components 7 months.
Email your order number, a description and photos or video. The warranty covers eligible manufacturing defects, with component-specific conditions. It does not cover normal wear, accidents, misuse, water damage, unauthorized modifications, post-delivery cosmetic damage or damage caused by missed maintenance.
Replacement-part shipping is the customer’s responsibility under the warranty terms, except for approved arrival-damage or incorrect-item cases. Labor is not generally included. If TXED approves a local repair in advance, we reimburse reasonable repair costs up to the retail price of the defective part, with a valid itemized invoice from a professional repair shop. Approved reimbursements are processed within 5 business days of receiving the invoice.
See warranty coverage and costs for the full conditions.