Refund policy
Our goal is simple: if something isn't right, we make it right.
Order cancellation
You can cancel your order free of charge within 3 days (72 hours) of purchase.
- Before your payment is captured: free cancellation with a full refund.
- After your card has been charged: the payment processor keeps its transaction fees even on a refund — so your refund is issued minus only those actual fees (no arbitrary penalty).
- After 3 days your bike enters production and build slots are committed with the factory. Cancellations at this stage are subject to a 10% administrative fee, covering the production and processing costs already incurred.
- Once an order has shipped, cancellation is no longer possible and will be handled as a return or warranty case.
Damage or issues on delivery
Please inspect your order on delivery. If it arrives defective, damaged, or incorrect, let us know within 7 days with photos (please keep the packaging) and we'll evaluate and resolve it — repair, part, replacement, or refund, as appropriate.
Refunds
Refunds are issued to your original payment method in the following cases:
- Approved warranty claim
- Wrong item received
- An unusable bike we're unable to resolve (full refund and collection, or replacement)
Returns
Because each bike is a made-to-order build shipped worldwide, we don't accept change-of-mind returns — all sales are final. But rest assured: you're fully protected against manufacturing defects, shipping damage, wrong items, and anything that's our responsibility. What we guarantee is that your bike arrives correct and working.
Non-returnable items
Custom or personalized products, batteries and hazardous materials, sale/clearance items and gift cards, and parts that require adjustment after assembly (spokes, tires, brakes, derailleurs — minor adjustments are normal and can be done at any bike shop).
For returns, cancellations, or warranty, contact us at warranty@twitterbikeusa.com.