Returns & Refund Policy
Effective Date: July 2, 2026
Last Updated: July 2, 2026
This Returns & Refund Policy applies to all orders placed on twitterbikefactory.com. It outlines the rules, procedures, and responsibilities for order cancellations, returns, exchanges, and refunds. By placing an order, you agree to the terms outlined in this policy.
If you encounter any issues with your order, please contact our customer support team first at support@twitterbikefactory.com. We will assist you in resolving the issue promptly.
1. Order Cancellation
Before Shipment
● For in-stock orders: You may request a full cancellation free of charge at any time before the order is dispatched. No cancellation fees will be deducted.
● For pre-order items: You may cancel your order for a full refund before production begins or before the item is dispatched.
● If the dispatch of a pre-order item is delayed by more than 10 business days from the originally estimated date stated on the product page, you have the right to cancel the order and receive a full refund with no deductions.
After Shipment (In Transit)
If you request cancellation after the order has been shipped and is in transit, we will attempt to intercept the package with the carrier.
● If interception is successful: We will deduct the actual return logistics fee (approximately 300 USD for standard international shipments) from your refund amount.
● If interception fails: You may return the item after delivery in accordance with our return policy below.
2. Return Policy
General Return Window
You may request a return within 30 calendar days from the date of delivery. Returns submitted after this period will not be accepted, except for quality issues covered under our Warranty Policy.
Return Eligibility by Reason
2-1. Quality Defects, Wrong Items, or Shipping Damage
If the item arrives damaged, defective, or does not match your order:
● You must notify us within 30 days of delivery with photo or video evidence.
● After confirmation, we will provide a prepaid return label or reimburse your reasonable return shipping costs.
● For quality issues that fall under our Warranty Policy and are reported after the 30-day return window, please refer to our Warranty Policy for formal claim procedures.
2-2. Personal Reasons (Size Change, Change of Mind, etc.)
If you wish to return an item for non-quality reasons:
● The item must be unused, in brand-new condition, free of dust, dirt, or odor, and in its original undamaged packaging with all included accessories.
● You are responsible for all return shipping costs and any associated import duties or fees. The estimated return shipping cost for standard international shipments is approximately 300 USD, and actual costs may vary by destination.
● Please note that all standard orders on our site include free shipping, so no original shipping fee will be deducted from your refund.
3. Exchange Policy
Exchange Window
Exchange requests must be submitted within 30 calendar days from the date of delivery.
Exchange Rules
3-1. Quality-Related Exchanges
If the product has a confirmed quality defect, we will arrange a free exchange at no additional cost to you. We will provide a prepaid return label for the defective item and cover the shipping cost of the replacement.
If the requested replacement model is out of stock, we will offer a full refund as an alternative.
3-2. Non-Quality Exchanges
If you wish to exchange for a different model or size for personal reasons:
● The returned item must be unused, in original packaging, and in resalable condition.
● You are responsible for both the return shipping cost of the original item and the shipping cost of the replacement item (estimated 150 USD each way, total approximately 300 USD for standard international shipments).
● If the replacement item has a higher price, you will need to pay the price difference before we dispatch the replacement.
4. Non-Returnable Items
The following items are not eligible for return or exchange:
● Custom-configured bicycles, personalized products, and special-order items once production has started.
● Items that have been used, damaged, altered, or modified by the customer, except for confirmed manufacturing defects.
● Hygiene-sensitive accessories that have been unsealed or used.
● Consumable wear parts (e.g., brake pads, tires, chains, inner tubes) that have been installed or used.
Unused, sealed accessories in their original packaging are eligible for return within the 30-day return window.
5. Return Procedure
To ensure your return is processed smoothly, please follow these steps:
5-1. Contact our customer support team at support@twitterbikefactory.com to initiate your return. Do not ship the item back without prior approval.
5-2. Provide your order number, reason for return, and supporting photos or videos as requested.
5-3. Wait for our support team to confirm your return eligibility and provide you with a return authorization and official return address.
5-4. Pack the item securely in its original packaging, including all accessories, manuals, and bundled free gifts. Seal the package properly and affix the return label if provided. If you are unsure how to pack the bicycle for return, please contact our support team for step-by-step guidance.
5-5. Ship the package and provide the tracking number to our support team for follow-up.
⚠️ Important Notice: Returns shipped to any address without prior authorization from our customer support team will not be accepted. We are not liable for lost or damaged items returned without prior approval.
6. Refund Information
Refund Processing
Once we receive and inspect the returned item and confirm it meets our return conditions, we will process your refund within 3–5 business days. Refunds will be issued exclusively to the original payment method used for the purchase.
Refund Timeline
● Internal processing time: 3–5 business days after inspection of the returned item.
● Bank processing time: Depending on your card issuer or bank, it may take an additional 5–10 business days for the refund to appear in your account.
Late or Missing Refunds
If you have not received your refund 15 business days after we confirm processing, please contact us at support@twitterbikefactory.com. We will assist you in tracing the refund transaction.
Refund Amount
● For quality-related returns: You will receive a full refund of the item purchase price, and we will cover eligible return shipping costs.
● For personal reason returns: You will receive a refund of the item purchase price, minus any applicable return shipping fees. No original shipping fee will be deducted for free-shipping orders.
7. Return Address
Our primary return warehouse is located in Shenzhen, China. All returns require prior authorization from our customer support team.
Address: 401, Building 2, Yuanhu Industrial Park, No. 404 Golf Avenue, Guangpei Community, Guanlan Street, Longhua District
City: Shenzhen, Guangdong
Postal Code: 518110
Country: China
Return support contact: support@twitterbikefactory.com
Please note: This is an international return address. For non-quality returns, you are responsible for all international shipping costs and any applicable customs fees.
8. Improper Returns
If the returned item does not meet our return conditions upon inspection (e.g., used, damaged, missing parts, or classified as non-returnable), we will notify you via email within 3 business days of receipt.
You may choose one of the following options:
1.Have the item shipped back to you at your own cost.
2.Accept a partial refund based on the condition of the item, at our discretion.
We will not dispose of any returned item without prior written notice and your confirmation.
9. General Terms
● You may submit return and cancellation requests by logging into your account on our website, or by contacting our support team via email.
● We reserve the right to update this Returns & Refund Policy from time to time. Any changes will be posted on this page with a revised "Last Updated" date, and will only apply to orders placed after the effective date of the update. Your rights for orders already placed will remain unaffected.
Contact Us
If you have any questions about this policy, please contact our customer support team:
Email: support@twitterbikefactory.com
Phone: +8619065128774
Service Hours: Monday to Friday, 9:00–18:00 (GMT+08:00)
We will respond to all inquiries within 24 business hours.