Returns and Refunds
Last Updated: October 20, 2026
*Applies exclusively to orders purchased via [tourups.com](https://tourups.com), covering e‑bikes, e‑motorcycles, e‑scooters, battery packs and accessories. Products bought from third‑party dealers are governed by the reseller’s own return terms.*
Order Cancellation
If you wish to cancel or modify your submitted order, please submit your request through Tourups official contact form as soon as possible. We cannot guarantee cancellation or modification once the order has been processed and dispatched. If shipment has already taken place, you will need to wait for delivery and submit a formal return request within our 14‑day return window.
> Important: Do not refuse delivery or redirect shipments without prior return authorization. Shipments sent back to our warehouse without registered return approval may be denied refund eligibility. Always reach out to customer service first to initiate valid cancellation or return procedures.
Cancellation & Refund Scenarios
1. Payment completed, order not yet shipped
Where payment has been confirmed and the order has not been dispatched from our warehouse, you are entitled to a **full refund**. No return‑shipping charges or platform processing fees will apply. Submit your cancellation request via our contact form with your valid order number.
2. Payment completed, order shipped, goods not yet received**
If your order has already shipped but you have not received the goods, you may file a return request.
- You shall bear all return‑related shipping costs for sending merchandise back to our warehouse.
- Platform processing fees will be deducted from your final refund amount.
- Refund will only be triggered after our warehouse receives and completes inspection of returned goods.
3. Payment completed, order shipped, goods received and fully unopened**
Returns are permitted for items you have received but remain completely unopened, with intact original factory packaging and no tampering marks.
- You shall cover all return‑related shipping expenses for sending goods back to our warehouse.
- Platform processing fees will be subtracted from your refund.
- All original packaging, user manuals, chargers, tools and included accessories must be returned together. Refund will be issued only upon warehouse receipt and successful product inspection.
4. Payment completed, order shipped, goods received and opened / used**
Products that have been opened or used and can no longer be resold as brand‑new inventory **are not eligible for return or refund**. Repair service under our 1‑year limited warranty will be offered in lieu of return or refund options for such units.
General Return Requirements
- The 14‑day return period starts from the delivery date shown on delivery tracking records. Return applications submitted after this window will not be accepted.
- You must obtain official return authorization from Tourups Customer Service before sending any items back. Unauthorized returns arriving at our warehouse may be refused and will not qualify for refunds.
- Returned goods must include every original component: charger, toolkit, manuals, reflectors and all factory‑included accessories. Missing parts will affect your return eligibility or final refund value.
- Outer‑package damage caused during transit does not count as product defect. Please file damage claims directly with the shipping carrier if packaging arrives damaged.
- Final judgement on returned product condition rests solely with Tourups warehouse inspection team. Failure to comply with our return procedure may result in refund disputes.
Refund Processing
Once your authorized return parcel is received and inspected by our warehouse team, refunds will be processed within 7 business days. Final refund amount will deduct applicable return‑shipping charges and platform processing fees. Refunds go back to your original payment method.
Please note banks and payment providers may take up to 30 business days to post funds back to your account. If your original payment card has expired, please coordinate with your card‑issuing institution to receive your refund.
Non‑Returnable & Non‑Refundable Situations
- Products opened or used that cannot be resold as new (only warranty repair service available)
- Goods damaged by improper operation, human error or accidental impact
- Gifts, promotional bundled fees, virtual‑type products
- Returns submitted outside the 14‑day return window without prior written approval
- Products purchased from unauthorized third‑party sellers
Warranty Note
This return‑refund policy does not supersede our 1‑year limited product warranty. Manufacturing‑defect issues will be handled separately under warranty provisions.
How to Contact Us
Submit cancellation, return or policy‑related inquiries through the contact form on [tourups.com](https://tourups.com). Please attach your order number and relevant supporting details for faster processing.
This Return & Refund Policy is subject to Tourups Terms of Service. In case of conflicting clauses, Terms of Service shall prevail.