Refund Policy

 

TANTUBIKE's Refund, Exchange, and Return Policy

Exchanges

Conditions

• Product exchanges are only carried out in case of manufacturing defects and are covered within a period of up to 5 business days from the product delivery date, in accordance with the Federal Consumer Protection Law in Mexico.
• It is the customer's responsibility to inspect the product before use to identify any possible factory defects. If the product has been used and is found to be damaged due to improper use or incorrect installation, tantubike reserves the right not to apply the exchange.

Procedure

• Provide the order number or the full name of the customer.
• Present the original sales receipt.
• Send photographic evidence of the factory defect through the customer service channels, such as WhatsApp or email.
• Notify the defect using the same contact method used for the purchase.
• The product must be returned in its original packaging and without signs of improper use or incorrect assembly.

Returns

Conditions

• Returns are accepted if the product has manufacturing defects or if the customer decides to cancel the purchase within five business days after the product delivery.
• The customer has a period of up to five business days from the delivery date to request a return and receive a full refund, according to the Federal Consumer Protection Law in Mexico.

Procedure

• Provide the order number or the full name of the customer.
• Present the original sales receipt.
• Send photographic evidence of the factory defect through the customer service channels, such as WhatsApp or email, if applicable.
• Notify the defect or the return request using the same contact method used for the purchase.
• The product must be returned in its original packaging and without signs of improper use or incorrect assembly.
• Once the product defect or return request has been notified and verified, the refund process may take 15 to 30 business days to be processed. Returns will be made via bank transfer.

Refunds

Conditions

• Refunds will be made if the product does not meet the offered specifications, has manufacturing defects that cannot be corrected through an exchange, or if the customer decides to cancel the purchase within five business days after the delivery.
• The customer has a period of up to five business days from the delivery date to request a full refund in case of purchase cancellation.

Procedure

• Provide the order number or the full name of the customer.
• Present the original sales receipt.
• Send photographic evidence of the factory defect through the customer service channels, such as WhatsApp or email, if applicable.
• Notify the defect or the refund request using the same contact method used for the purchase.
• The refund will be processed using the same payment method used for the purchase, unless otherwise agreed with the consumer, and will be made within 15 to 30 business days after the confirmation of the defect or the cancellation request.

Specific Warranties

Electric Bicycles:

• Exchanges within up to 5 business days for manufacturing defects.
• Warranty for up to 1 year from the purchase date for defects in electrical and mechanical components.

Exceptions

Conditions

• Exchanges and returns do not apply in the following cases:
• When the product has been exposed to cleaning chemicals.
• Exposed to heat sources.
• When the product has been exposed to sea breeze.
• Due to product misuse.
• Does not apply to accessories.

Contact Methods

• Email:w15626533088@Gmail.com

Customer Service Hours

• Monday to Friday: 10:00 - 19:00
• Saturday: 10:00 - 19:00

These policies are in compliance with the Federal Consumer Protection Law of Mexico and the regulations of PROFECO to protect your rights as a tantubike customer.