Returns & Refund Policy

Effective Date: July 2, 2026

Last Updated: July 2, 2026

At Twitter Bike Factory, we are committed to providing high-quality bicycles. If you are not satisfied with your purchase, please review our return policy below:
1. Return Window: You may request a return within 30 days of the delivery date.
2. Eligibility: Items must be in original condition, unused, and in original packaging.
3. Process:
    - Contact us at support@twitterbikefactory.com with your Order ID and photos/videos of the product.
    - Our team will review your request within 48 hours and provide a Return Merchandise Authorization (RMA).
    - Please ship the item back to our designated warehouse (details will be provided in the RMA).
4. Refund: Once we receive and inspect the returned item, a refund will be issued to your original payment method within 3-5 business days.
5. Shipping Fees:
    - Defective/Wrong Items: We cover all return shipping costs.
    - Customer Remorse: Return shipping costs are the responsibility of the customer.

All shipping, return, and tariff fees are fully disclosed before checkout. No hidden charges.
1. Outbound shipping to the USA & EU is free for all orders; import customs duties & local taxes are the buyer’s sole responsibility, not included in the product listed price.
2. Free standard shipping covers outbound delivery only; return shipping cost for international orders is approximately $300 USD, fully borne by buyer for personal-reason returns (size change, change of mind).
3. Quality defect returns: * we cover all return shipping fees and provide pre-paid return labels with no extra cost for buyers.
4. All return requests must receive written approval from support@twitterbikefactory.com before shipping goods back; unauthorized returned packages will be rejected and not eligible for refund processing.
5. Import duties, customs clearance fees charged by destination country are buyer’s sole responsibility, and will not be covered or reimbursed by our store. If package is returned due to buyer refusing duty payment, round-trip logistics fees will be deducted from refunds.
6. Return window: 30 calendar days post delivery date, non-negotiable for non-quality issues. Custom-configured bicycles cannot be canceled once production starts.
7. Pre-order cancellation rules: Full free refund before production/dispatch; if dispatch is delayed over 10 business days, buyer can cancel for full refund without any deduction.

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. If customers return items for personal reasons (size mismatch, change of mind, non-quality issues):
● 1. Customer bears full international return shipping cost (estimated 300 USD for standard international bicycle return), all destination import duties and customs clearance fees generated during return shipment;
● 2. Refund amount equals product purchase price only, all return logistics expenses will be deducted from final refund after we receive and inspect returned goods;
● 3. Original complimentary shipping cost provided by our store will not be recovered or deducted from refund amount.

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.

5-1. Mandatory Return Authorization Rule
No returned package will be accepted without prior written return authorization issued via support@twitterbikefactory.com. Customers must provide order number, return reason and supporting photo/video evidence to obtain official return address before shipping any products back. Unauthorized return shipments will be detained or discarded by warehouse without compensation or refund.

5-2. Return Procedure
To ensure your return is processed smoothly, please follow these steps:
5-2-1. Contact our customer support team at support@twitterbikefactory.com to initiate your return. Do not ship the item back without prior approval.
5-2-2. Provide your order number, reason for return, and supporting photos or videos as requested.
5-2-3. Wait for our support team to confirm your return eligibility and provide you with a return authorization and official return address.
5-2-4. 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.
5-2-5. 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 Return Clear Liability Statement
If returned goods fail the resale standard (used, scratched, missing original packaging, removed accessories, self-modified parts), we will provide two transparent options to customers without arbitrary disposal:

1. Customer pays return shipping cost to send the item back to the original shipping address;
2. Partial refund based on product damage condition, with detailed inspection photos sent to the customer for confirmation before deduction execution.

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.

10. Full Transparency Commitment
This return policy is clearly visible in the website footer, on product detail pages, and on the checkout page before payment. No hidden return charges, undisclosed deductions, or secret restrictions apply to any order. All related logistics fees, customs costs, and refund deduction rules are clearly stated without omission.

11. Identity Consistency Statement
All legal entity names, addresses, contact numbers and emails displayed on this page are fully true and verifiable. No virtual office or unregistered contact information is used on this website.

Contact Us
If you have any questions about this policy, please contact our customer support team:
Email: support@twitterbikefactory.com
Phone: +85246183350
Service Hours: Monday to Friday, 9:00–18:00 (GMT+08:00)
* We will respond to all inquiries within 24 business hours.

* Throughout this text, "we" represents the operating entity: HongKong Chitu International Trading Co., Limited, authorized distributor of TWITTER Bikes.

Business Operator: HongKong Chitu International Trading Co., Limited
Brand Manufacturer: Shenzhen First Technology Co., Ltd.
All legal entity names, addresses, contact numbers and emails displayed on this page are fully true and verifiable. No virtual office or unregistered contact information is used on this website.
TWITTER Bikes has no affiliation with X social media platform, as stated in the universal brand disclaimer on all website pages.