1. Policy Overview
This Return, Refund & Cancellation Policy applies only to products purchased through the official TOOQUV Cycling website.
By purchasing products from TOOQUV Cycling, you acknowledge that you have read and agree to this policy. If you do not agree with these terms, please do not purchase or use our products.
Eligible Regions
Our 14-day return and refund policy applies to customers located in the following countries and regions:
Germany, Spain, Italy, France, Austria, Belgium, the Netherlands, Ireland, Poland, Luxembourg, Denmark, Portugal, Czech Republic, Slovakia, Slovenia, Hungary, Croatia, Romania, Bulgaria, Sweden, Finland, Latvia, Lithuania, Estonia, Greece, Cyprus, Switzerland, Norway, the United Kingdom, Australia, Canada, Singapore, Malaysia, South Korea, Japan, the Philippines, Hong Kong SAR, and Taiwan.
2. Important Information
Exchange Policy
We do not offer product exchanges.
If you ordered the wrong item, please submit a return request (if eligible) and place a new order for the correct product.
Incorrect Shipping Address
Customers are responsible for providing an accurate shipping address.
If a package is returned due to an incorrect or incomplete shipping address provided by the customer, the refund will be issued after deducting:
- Outbound shipping costs
- Return shipping costs
- Payment processing fees
If the package is lost due to an incorrect shipping address, the customer will bear the full loss.
P.O. Box Addresses
We do not ship to P.O. Box addresses.
If a P.O. Box address results in delivery failure, package loss, or return, all related costs and losses shall be the responsibility of the customer.
3. Return Shipping Costs
For returns that are not caused by product quality issues, the following costs will be deducted from the refund:
- Original shipping charges
- Return shipping charges (if applicable)
- Payment processing fees
Please follow our official return procedure.
Returns that do not meet our return requirements may be refused. If you request the returned package to be shipped back to you, the additional shipping costs will be your responsibility.
4. Contact Customer Service Before Returning
Do not return any product without obtaining prior authorization from our customer service team.
Unauthorized returns may be refused, and any resulting losses or expenses shall be borne by the customer.
5. Order Cancellation Policy
In-Stock Products
- Orders may be cancelled within 2 hours of purchase for a full refund by contacting us at 18676711300@139.com.
- Orders cancelled after 2 hours but before shipment will be refunded after deducting applicable payment processing fees.
- Orders that have already been shipped cannot be cancelled. Customers must wait until delivery and then request a return in accordance with this policy. Shipping charges and payment processing fees will be deducted from the refund.
Pre-Order Products
Pre-order items may be cancelled before shipment or before the estimated shipping date by contacting 18676711300@139.com, subject to any special terms stated on the product page.
Once a pre-order has been shipped, it cannot be cancelled. Customers must follow the standard return procedure after receiving the product.
6. Return Eligibility
You may request a return or refund if either of the following conditions is met:
- Within 14 calendar days beginning on the day after delivery, the product remains unused, uninstalled, undamaged, complete with all accessories, manuals, gifts, and original packaging, and is in resalable condition.
OR
- Within 14 calendar days beginning on the day after delivery, the product develops a manufacturing defect or quality issue that is not caused by misuse or accidental damage.
Returns That Will Not Be Accepted
Return requests may be rejected under any of the following circumstances:
- The request is made more than 14 calendar days after the day following delivery.
- Missing accessories, manuals, gifts, labels, or original packaging.
- Products showing signs of installation, use, modification, scratches, impacts, or other customer-caused damage.
- Damage caused by improper installation, misuse, water, oil, sand, collision, unauthorized modification, or failure to follow the product manual.
- Removal or alteration of product labels, serial numbers, waterproof labels, or anti-counterfeit labels.
- Damage caused by force majeure, including fire, flood, lightning, natural disasters, or traffic accidents.
- Failure to ship the approved return package within 7 calendar days after receiving return authorization.
- Failure to provide the tracking number before the returned package is delivered (when the customer arranges the shipment independently).
7. Return Procedure
Step 1 – Submit a Return Request
Within 14 calendar days after delivery, please email 18676711300@139.com with the following information:
- Order number
- Product serial number (printed on the front or rear derailleur)
- Photos or videos showing the issue (if applicable)
- Your current shipping address
Step 2 – Customer Service Review
Our support team will respond within 2 business days.
Additional documents may be requested, including unboxing videos, inspection reports, or other supporting materials.
Step 3 – Ship the Product
After receiving return authorization, please ship the product within 7 calendar days.
Within 24 hours after shipment, please email:
- Tracking number
- Carrier tracking link
- Shipping receipt or invoice
- Package weight and dimensions
Failure to provide this information may delay refund processing or affect shipment tracking.
Step 4 – Warehouse Inspection
After receiving the returned package, our warehouse will complete inspection within 3–7 business days, including verification of:
- Package condition
- Product functionality
- Accessories and packaging
- Return eligibility
Step 5 – Refund Processing
If the return is approved:
- The refund will be initiated within 5 business days.
- You will receive an email confirmation.
- Refunds may take up to 15 business days to appear in your account, depending on your bank or payment provider.
If you have not received your refund after 15 business days, please first contact your bank or payment provider before contacting us.
8. Personal Data Protection
Information submitted during the return or refund process, including order details, contact information, product serial numbers, photos, videos, and related documents, will be used solely for after-sales service, return, and refund processing.
All personal data will be handled in accordance with applicable data protection laws.
9. Consumer Rights
Nothing in this Return, Refund & Cancellation Policy limits or excludes any statutory rights that consumers may have under applicable consumer protection laws.
Where mandatory local laws provide greater protection than this policy, the applicable local laws shall prevail.