Returns Policy – Troxus Mobility

We want you to be happy with your Troxus e-bike and accessories. This article explains how returns work, in plain language. For the full, legally binding terms, please see our Terms and Conditions.

Returning an E-Bike

You may return a non-defective e-bike within 15 days of receiving it, if all of the following are true:

The ebike has fewer than 10 miles on the odometer.
It is clean, undamaged, and free of any signs of use (no dirt, dust, scuffs, or fragrance).
It is returned in the original packaging with all included items (charger, keys, hardware, manuals, etc.).

Return Shipping Fee for E-Bikes

For non-defective ebike returns, a return shipping fee of approximately $150–$350 (depending on your location) will be deducted from your refund.

If the return is due to a verified product quality issue that Troxus cannot resolve, we may cover the return shipping cost.

Returning Accessories & Replacement Parts

Accessories and eligible replacement parts can be returned within 30 days of delivery if:

They are unused and undamaged.
They are in their original packaging.

Return Shipping Fee for Accessories

A flat return shipping fee of $15 per return shipment applies, unless the return is due to a verified Troxus-related product quality issue.

Non-Returnable Items

Some items cannot be returned, including (but not limited to):

Spare or replacement parts.
Extra batteries.
Any item specifically marked as non-returnable in its description.

How to Start a Return

All returns must begin with an authorization from Troxus.

Email support@troxusmobility.com.
Include your order number and a brief explanation of why you’d like to return the item.
We will reply with return instructions and, if eligible, a prepaid return label.

Items sent back without authorization may be rejected and not refunded.

Order Cancellations

You may cancel an order before it has been transmitted to our warehouse (typically within one business day of placing the order). After that point, we are unable to cancel the order, but you may still be able to return the item once it arrives, following the returns process above.

Return-to-Sender or Refused Deliveries

If a shipment is refused at delivery or returned to sender, return shipping fees will apply unless the issue is related to a verified product quality concern.

Refunds

Refunds are issued after the returned item is received and inspected.
Original shipping costs are generally non-refundable, except where required by law.
If your order used a discount code, the value of the discount will be deducted from your refund amount.
Your bank or card issuer may take additional time to post the refund to your account.

Important Timeframes

E-Bikes: Return request must be made within 15 days of delivery.
Accessories & Eligible Parts: Return request must be made within 30 days of delivery.
Shipping Damage: Any shipping damage should be reported within 5 days of delivery.
Non-returnable items: Spare/replacement parts and extra batteries are typically non-returnable.

More Information

This article is a simplified guide to help you understand how returns work at Troxus. For complete details and any limitations or conditions not covered here, please review our Terms and Conditions.