Refund policy

Thank you for purchasing a Trustin BeginONE or PassionONE e-bike. This policy outlines the terms for returns and refunds. By placing an order, you agree to these terms. This policy is subject to local consumer laws where applicable.

1. Return Window

You have 14 calendar days from the date you receive the item to request a return. The delivery date is determined by carrier tracking records. Returns requested after 14 days will not be accepted unless covered under the official manufacturer warranty.

2. Return Eligibility & Conditions

A. Defective or Damaged on Arrival (DOA)

If your e-bike arrives with genuine manufacturing defects or shipping damage (not human operation, assembly, usage, or improper handling), we will provide a full refund or free replacement, including prepaid return shipping.

• You must report defects within 48 hours of delivery with clear photos or videos.

B. Change of Mind / Non-Defective Returns

For returns due to change of mind or buyer's remorse, the following strict conditions apply:

• Unopened/Unused: Item must be in original, unopened packaging, fully sealed and unassembled. All protective materials, tags, manuals, and boxes must be intact.
• Never Assembled: Once unboxed, assembled, ridden, tested, or powered on, the e-bike is no longer eligible for return.
• Original Packaging Required: Must be returned in the original factory shipping box with full protective materials. If packaging is missing or damaged, a $150 minimum repackaging fee will be deducted, or the return may be rejected.
• Proof of Purchase Required: Valid order confirmation or receipt is mandatory.

Important: E-bikes are classified as used and non-returnable if the odometer shows mileage, the battery has been charged, or protective films have been removed.

3. Non-Returnable Items

The following items are non-returnable under any circumstances:

• Used, assembled, ridden, or tested e-bikes (unless covered under warranty)
• Batteries that have been installed, charged, activated, or removed from packaging
• Opened accessories or spare parts (helmets, locks, lights, tools, etc.)
• Final sale, clearance, or promotional giveaway items
• Gift cards and store credits
• Custom orders, personalized configurations, pre-owned, or certified refurbished units

4. How to Initiate a Return

To request a return, email us at marketing@jxchelian.com with:

• Order number and purchase date
• Reason for return (defective / change of mind)
• Clear photos/videos of the item and packaging
• Photo of the product serial number

Do not return any items until you receive written return authorization. Unauthorized returns will be refused and returned to the sender at the buyer’s cost.

5. Return Shipping & Costs

Defective Items
We will provide a prepaid shipping label and arrange pickup. No cost to the buyer.

Non-Defective Returns
Buyers are responsible for all return shipping fees. We recommend trackable and insured shipping methods. The buyer assumes full risk of loss or damage during return transit.

6. Restocking Fee

For eligible non-defective returns, a 15% restocking fee will be deducted to cover inspection, repackaging, and labor costs.

• Orders with missing parts, damaged packaging, or minor wear may incur additional fees up to 30%.
• If actual repair costs, replacement parts, or refurbishment expenses exceed 30% of the original purchase price, the final deduction will be based on the actual verified cost.

7. Exchanges

We do not offer direct exchanges. If you need a different model, color, or configuration, please return the original item (per these terms) and place a new order.

8. Refund Processing

• Once received and inspected (usually 3–5 business days), we will notify you of approval or rejection.
• Approved refunds are processed to the original payment method within 5–10 business days.
• Refunds are issued for the product price minus applicable fees: restocking, shipping, repackaging, or damage charges.
• Additional processing time (3–5 business days) may apply based on your bank or card issuer.
• Contact us if you have not received your refund within 15 business days of approval.

9. Damages During Transit

Trustin is not responsible for loss or damage during return shipping. We strongly recommend shipping insurance.

If a damaged return is received, we will notify you and offer two options:

• Return the item to you at your cost
• Accept a partial refund based on the item’s diminished value

10. Policy Changes

This policy is subject to change without prior notice. The terms in place at the time of purchase apply.