Return, Order Modification, and Refund Policy
Return
After your e-bike is delivered, you can start a return process within 30 days of delivery. We do not accept returns after 30 days.
Before starting a return, customers must contact support@itstandsbike.com to get approval. Returns without permission from Itstands will not be accepted.
If the return is initiated by the customer, the customer is responsible for the shipping fee, which depends on the chosen express company.
If the return is due to our reasons (damaged or incorrect goods), the customer is not responsible for shipping fees.
Return Address: 5920 E Slauson Avenue, Commerce, CA 90040
Order Cancellation and Modification
1. Before Shipment
- Order Cancellation: Free of charge. Contact us via phone, email, or online chat. Customer service will respond within 24 hours.
- Order Modification: Free of charge. Contact support@itstandsbike.com to proceed.
2. After Shipment
- Order Cancellation: 5% processing fee + round-trip shipping cost of $200. Itstands will provide a return shipping label and arrange carrier pickup.
- Order Modification: Contact support@itstandsbike.com to request modifications, but success cannot be guaranteed.
3. After Delivery
- Order Modification: Refer to the return policy. Customers are responsible for $100 return shipping per e-bike and up to a 5% restocking fee. Contact support@itstandsbike.com to start the process.
Exchange for New Model
Exchanges are only available for e-bikes. To exchange for another model:
- Place a new order for the desired model.
- Return the original product by contacting customer service in advance.
- All exchanges require pre-approval by customer service via email.
- Free shipping does not apply to exchanged bikes.
| Situation | Fee |
|---|---|
| Within 30 days - Same model, different color | $200/pc for the return |
| Within 30 days - Different model | $200/pc for the return + pay price difference |
| Over 30 days | Exchange not allowed |
Product Defects and Shipping Damage
- For product defects: Itstands provides technical support, replacement parts, and covers all repair fees.
- For shipping damages: Itstands provides necessary parts and covers service costs.
- Free replacement and return: Customers can reject a package due to shipping damage affecting functionality or contact customer service for missing/critical quality issues.
Non-Returnable Items
- Products from unauthorized resellers
- Damage caused by human factors
- Special orders
- Giveaways or free items
- All accessories (fenders, gift boxes, rack bags, helmets, controllers, phone mounts, air compressors, waterproof covers, locks, mirrors, etc.)
- Extra purchased accessories – verify need before purchasing
Minor Conditions Not Covered for Free Exchange or Refund
- Minor damage to outer packaging
- Slight scratches or paint loss
- Parts bent due to shipping
- Replaceable parts on the handlebar
Return Process
- Contact Itstands customer service to describe the reason for return; provide clear photos/videos if quality issue.
- Customer service will contact you; answer calls, texts, and emails promptly.
- Upon approval, a return label will be provided.
- After receiving and inspecting returned goods, refunds will be processed within 3 working days if no issues found.
Note: Photos and/or videos are required as evidence for returns.
Refund
Refunds will be processed within 10 days after the returned product is inspected at our warehouse. Some refunds may take longer depending on the bank. If you do not receive the refund, please contact us.
For returned e-bikes or batteries using our return label, warehouse inspection takes 5 business days. Once verified, refund will be issued within 1-2 business days.