Política de reembolso

TOCOWAY Return, Exchange & Refund Policy

We want you to feel confident when purchasing from TOCOWAY. We offer a 60-day return and exchange period. You have 60 calendar days from the date your order is delivered to request a return for a refund or a direct exchange, subject to the eligibility requirements below.

IMPORTANT: Please contact TOCOWAY Support BEFORE sending any product back. Items sent back for a return or exchange without prior authorization may not be accepted.

1. Return & Exchange Eligibility

To be eligible for a standard return or exchange, you must submit your request within 60 days of delivery, and the product must:

  • Be in the same condition in which it was received
  • Be unused and, for complete bikes, unridden
  • Have no damage, modifications, or signs of improper assembly
  • Include all original parts, accessories, chargers, keys, tools, manuals, and included items
  • Be returned in the original packaging
  • Include proof of purchase or a valid TOCOWAY order number

Opening the package for inspection does not by itself make a product ineligible for a standard return or exchange, provided the product has not been ridden, installed, modified, damaged, or otherwise used.

If you return a product because you changed your mind, ordered the wrong item, or no longer want it, you are responsible for the return shipping costs. The amount depends on the carrier and shipping service used. If TOCOWAY confirms a product defect, an incorrect item sent by us, or damage during shipping, TOCOWAY will cover the return shipping costs. Please contact TOCOWAY Support for return authorization and shipping instructions before sending any item back.

The return address will be provided after your return or exchange request has been reviewed and approved by TOCOWAY Support. Please do not attempt to return items without our approval.

2. Return Addresses & Contact Information

TOCOWAY operates two return warehouses. We will assign the correct warehouse to you based on your location and the specific order once your return or exchange request is approved.

East Coast Warehouse:

Address: 5761 McEver Rd, Flowery Branch, GA 30542

West Coast Warehouse:

Address: 2000 W BaseLine Rd Rialto, CA 92376

Important: Please do not send your items directly to these addresses without contacting our support team first. If you do, we will be unable to confirm which warehouse is correct for your specific order, and your package may be refused, delayed, or unable to be processed. Our team will provide the exact return authorization and confirm the specific warehouse address for your order before you ship.

3. Electric Dirt Bike Returns & Exchanges

Because electric dirt bikes are large, high-value products, the following conditions apply to standard returns and exchanges.

To qualify for a standard return or exchange, the bike must not have been:

  • Ridden
  • Modified mechanically or electrically
  • Damaged
  • Used off-road
  • Altered from its original configuration
  • Installed with incompatible aftermarket components

The complete bike must be returned with all original components, accessories, and packaging.

If your bike has a technical problem or possible manufacturing defect, please contact TOCOWAY Support so we can review the issue and advise on an appropriate return, exchange, or warranty solution. The issue may qualify for support under our 1-Year Limited Bike Warranty.

4. Accessories & Parts

You may request a return or direct exchange of eligible unused accessories and replacement parts within 60 days of delivery.

Returned accessories and parts must:

  • Be unused
  • Be uninstalled
  • Be undamaged
  • Include all original hardware and components
  • Be returned in their original packaging

Products that show signs of installation, riding, wear, modification, or damage may not qualify for a standard return or exchange.

5. Return & Exchange Shipping

No Return or Restocking Fees: TOCOWAY does not charge return processing fees or restocking fees. Shipping costs are handled separately as described below. For direct exchanges, the shipping rules in Section 9 also apply.

If you are returning a product because you changed your mind, ordered the wrong item, or no longer want the product, you are responsible for the return shipping costs. The amount depends on the carrier and shipping service used.

If TOCOWAY confirms that you received:

  • The wrong product
  • A defective product
  • A product damaged during shipping

For these confirmed issues, TOCOWAY will cover the return shipping costs and, for an approved exchange, the shipping cost of sending the replacement to you. We will provide the appropriate return, exchange, or support instructions. Customers are not responsible for return shipping costs arising from confirmed product defects, incorrect items sent by TOCOWAY, or damage during shipping.

Return Label: After your return or exchange request has been approved, TOCOWAY Support will provide an electronic return shipping label for you to download and print, along with the confirmed return address and shipping instructions. Please print the label and attach it to your return package. For returns or exchanges due to a change of mind, ordering the wrong item, or no longer wanting the product, you are responsible for the return shipping cost, which will be communicated before the return shipment is arranged. For confirmed product defects, incorrect items sent by TOCOWAY, or damage during shipping, TOCOWAY will cover the return shipping cost.

Please do not purchase return shipping or send any product back until you have received instructions from TOCOWAY Support.

6. Damaged, Defective, or Incorrect Orders

Please inspect your order as soon as it is delivered.

If your product arrives damaged, defective, or different from what you ordered, contact us as soon as possible at: support@tocowaysport.com or call us at +1 (425) 364-0340.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photos of the product
  • Photos of the shipping box and packaging if shipping damage is involved
  • Video showing the issue when applicable

Please keep the original packaging and affected components until TOCOWAY Support has completed the review.

7. Return, Exchange & Warranty Exclusions

The following products generally cannot be returned or exchanged for personal reasons after they have been used or installed, and are NOT covered under warranty due to their consumable nature:

  • Used tires
  • Used inner tubes
  • Used brake pads
  • Used brake discs / brake rotors
  • Used chains
  • Installed or used wear items (normal wear and tear)
  • Products damaged through misuse or improper installation
  • Modified products

Personalized or Custom-Made Products and Gift Cards: These items are not eligible for standard returns or exchanges due to a change of mind, ordering the wrong item, or other personal reasons. This exception does not prevent you from contacting TOCOWAY Support about a product defect, an incorrect item sent by us, or damage during shipping. Such issues will be handled under the applicable after-sales procedures described in this policy.

If you are unsure whether your product is eligible for a return or exchange, please contact TOCOWAY Support before sending it back.

8. Promotional & Early Bird Orders

Products purchased during a promotion, launch offer, or Early Bird pricing period are not automatically considered final sale.

Promotional and Early Bird orders are subject to the same 60-day return and exchange period from delivery and eligibility requirements described in this Return, Exchange & Refund Policy. TOCOWAY does not exclude products from standard returns or exchanges on the basis of a "Final Sale" designation.

9. Direct Exchanges

TOCOWAY accepts direct exchanges for eligible products. You do not need to return an eligible product for a refund and place a separate new order to arrange an approved exchange.

Exchange Window & Conditions: Request an exchange within 60 calendar days of delivery. Standard exchanges due to personal preference, an incorrect selection, or a change of mind are subject to the same condition, packaging, and exclusion requirements as standard returns in Sections 1, 3, 4, and 7. Exchanges are subject to availability of the requested replacement.

If your product arrived damaged, defective, or incorrect, contact us under Section 6 so we can review the issue and arrange an appropriate remedy, including an approved direct exchange. Warranty claims are handled separately under our Warranty Policy.

How to Request a Direct Exchange:

  1. Contact support@tocowaysport.com or call +1 (425) 364-0340. Include your order number, the item you received, the reason for the exchange, and the replacement product, model, size, or color you would like.
  2. TOCOWAY Support will review eligibility and replacement availability, and confirm any price difference and applicable shipping charges with you before arranging the exchange.
  3. After authorization, we will provide a return shipping label, the assigned warehouse address, and shipping instructions. Send back the item with its original packaging and all required components.
  4. We will inspect the returned item within 3 business days of receiving it and notify you of the exchange outcome. Business days exclude weekends and holidays.
  5. Once the exchange is approved and any agreed payment has been completed, we will arrange shipment of the available replacement and send tracking information by email. Replacement order processing and transit estimates follow our Shipping Policy; these estimates start after exchange approval and any agreed payment, and do not include the time needed to return and inspect the original item.

Exchange Shipping Costs:

  • Personal reasons: You are responsible for the cost of returning the original item. Standard shipping of the replacement is free to the contiguous United States (the 48 adjoining states plus Washington, D.C.). Shipping the replacement to a supported European destination costs a flat €100 per exchange order, payable before the replacement is dispatched. The destination restrictions in our Shipping Policy apply.
  • Confirmed product defect, incorrect item sent by TOCOWAY, or damage during shipping: TOCOWAY covers both the return shipping cost and the cost of sending the approved replacement to you.

Any applicable shipping charge will be explained before the exchange shipment is arranged.

Price Differences: If you choose a different product or specification with a different price, we will confirm the exchange price difference with you in advance. Any agreed additional amount must be paid before the replacement is shipped. Any agreed refund of a price difference will be issued to the original payment method within the refund processing timeframe in Section 10. We will not substitute another item or apply an additional charge without your agreement.

If the Replacement Is Unavailable: We will notify you and offer an available alternative for your approval or a refund for an eligible return under Section 10.

10. Refunds

TOCOWAY will inspect your returned items within 3 business days of receiving your return and notify you within that period whether your refund has been approved. Business days exclude weekends and holidays.

If approved, the refund will be issued to your original payment method.

Please allow up to 10 business days after approval for the refund to be processed.

Your bank, credit card issuer, or payment provider may require additional time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved, please contact: support@tocowaysport.com

11. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If the order has not yet entered processing or shipped, we will make reasonable efforts to cancel it.

Once an order has shipped, it can no longer be treated as a cancellation and must follow the applicable return process.

12. Warranty vs. Returns & Exchanges

TOCOWAY's return and exchange policy and warranty policy are separate.

  • Returns & Exchanges: You may request a return or direct exchange of eligible products within 60 days of delivery.
  • Complete Electric Dirt Bikes: Covered by a 1-year limited warranty.
  • Eligible Non-Consumable Accessories: 1-year limited warranty.
  • Wear Items (Tires, Brake Pads, etc.): Normal wear and tear on consumable components is NOT covered under warranty and cannot be returned or exchanged for personal reasons if used.

A product may be outside the 60-day return and exchange period while still remaining eligible for warranty support (unless it is a consumable wear item).

Please review our Warranty Policy for complete warranty information.

13. Contact TOCOWAY

For questions about returns, exchanges, refunds, damaged orders, compatibility, or warranty support, please contact:

TOCOWAY Support
Email: support@tocowaysport.com
Phone: +1 (425) 364-0340

Please contact us before returning any product. We will provide the return authorization and the exact warehouse address for your order.

Last updated: September 2026