Refund policy
TOCOWAY Return & Refund Policy
We want you to feel confident when purchasing from TOCOWAY. We offer a 30-day return period, which means you have 30 days from the date your order is delivered to request a return.
Please contact TOCOWAY Support before sending any product back. Returns sent without prior authorization may not be accepted.
Email:
support@tocowaysport.com
Phone:
+1 (425) 364-0340
1. Return Eligibility
To be eligible for a standard return, 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 return, provided the product has not been ridden, installed, modified, damaged, or otherwise used.
The return address will be provided after your return request has been reviewed and approved by TOCOWAY Support.
2. Electric Dirt Bike Returns
Because electric dirt bikes are large, high-value products, additional return conditions apply.
To qualify for a standard return, 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 before requesting a standard return. The issue may qualify for support under our 1-Year Limited Bike Warranty.
3. Accessories & Parts
Eligible unused accessories and replacement parts may be returned within 30 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.
4. Return Shipping
If you are returning a product because you changed your mind, ordered the wrong item, or no longer want the product, return shipping costs may be the customer's responsibility.
If TOCOWAY confirms that you received:
- The wrong product
- A defective product
- A product damaged during shipping
TOCOWAY will provide the appropriate return, replacement, or support instructions after reviewing the issue.
Please do not purchase return shipping or send any product back until you have received instructions from TOCOWAY Support.
5. 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:
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.
6. Non-Returnable Items
The following products generally cannot be returned after they have been used or installed:
- Used tires
- Used inner tubes
- Used brake pads
- Used brake discs / brake rotors
- Used chains
- Installed or used wear items
- Products damaged through misuse or improper installation
- Modified products
- Personalized or custom-made products
- Gift cards
If you are unsure whether your product is eligible for return, please contact TOCOWAY Support before sending it back.
7. Promotional & Early Bird Orders
Products purchased during a promotion, launch offer, or Early Bird pricing period are not automatically considered final sale.
Unless the applicable product page specifically states "Final Sale", eligible promotional purchases remain subject to this Return & Refund Policy.
8. Exchanges
TOCOWAY does not currently process direct exchanges.
If you need a different product, specification, or compatible part, please contact TOCOWAY Support.
When appropriate, the fastest option may be to return the eligible product and place a new order for the correct item.
9. Refunds
Once your return has been received and inspected, TOCOWAY will notify you whether the refund has been approved.
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:
10. 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.
11. Warranty vs. Returns
TOCOWAY's return policy and warranty policy are separate.
- Returns: Eligible products may be returned within 30 days.
- Complete Electric Dirt Bikes: 1-year limited warranty.
- Eligible Non-Consumable Accessories: 90-day limited warranty.
- Wear Items: Normal wear of tires, inner tubes, brake pads, brake rotors, chains, and similar consumable components is not covered.
A product may be outside the 30-day return period while still remaining eligible for warranty support.
Please review our Warranty Policy for complete warranty information.
12. Contact TOCOWAY
For questions about returns, 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.
Last updated: September 2026