Refund policy

1. Policy Overview

This Return, Refund & Cancellation Policy applies to products purchased through the official TOOQUV Cycling website. Nothing in this policy limits any mandatory consumer rights available under applicable law.

2. 14-Day Returns

You may request a return within 14 calendar days beginning on the day after delivery. To start a return, email kevinzhang@tooquv.com with your order number and the reason for the request.

For a change-of-mind return, the product must be returned complete and in substantially the same condition in which it was received, with all accessories, manuals and original packaging. You may inspect the product as reasonably necessary to establish its nature, characteristics and functioning. You may be responsible for any diminished value caused by handling beyond what is reasonably necessary.

We do not offer direct exchanges. If you ordered the wrong item, please request a return and place a new order for the correct product.

If you are an eligible consumer in the European Union or European Economic Area, you may withdraw from an online purchase within 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions.

3. Defective, Damaged or Incorrect Products

If an item arrives damaged, is incorrect, or appears to have a manufacturing defect, contact us promptly and provide the order number, product serial number where applicable, and clear photos or videos. Please keep the product and packaging while we review the claim.

Where the claim is confirmed, we will provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, price reduction or refund. TOOQUV Cycling will bear reasonable return shipping costs for confirmed defective, damaged or incorrect goods where required by applicable law.

This section is separate from change-of-mind returns and does not limit statutory conformity or consumer guarantee rights.

4. Return Procedure

1. Email kevinzhang@tooquv.com with your order number and request.
2. We normally respond within 2 business days with the appropriate return address and instructions.
3. Pack the complete product securely and use a tracked shipping service. Do not send a return to an address shown on a shipping label unless our support team confirms that address.
4. Send us the tracking number after shipment.

Returns sent without sufficient identifying information may be delayed. A procedural issue will not be used to remove any mandatory statutory right.

To exercise a statutory withdrawal right, send a clear withdrawal notice to kevinzhang@tooquv.com before the withdrawal period expires. After notifying us, return the goods within 14 days. Prior contact helps us provide the correct return address and handling instructions, but does not remove a statutory right of withdrawal.

5. Change-of-Mind Return Costs

For a return that is not caused by a defect, damage, incorrect item or other seller error, the customer is responsible for the direct return shipping cost unless applicable law or a written offer from us provides otherwise.

Outside a statutory withdrawal right, original shipping charges are refundable only where stated at checkout, agreed by us in writing, or required by applicable law. We do not charge a restocking fee. Payment processing fees will not be deducted where such a deduction is prohibited by applicable law.

Unless we agree otherwise or failed to inform you before purchase, you are responsible for the direct cost of returning goods under the right of withdrawal.

6. Refund Processing

Approved refunds will be issued to the original payment method. For statutory withdrawals, refunds will be processed within the period required by applicable law. For other approved returns, we normally initiate the refund within 5 business days after inspection. Your bank or payment provider may require additional time to post the refund.

For an eligible withdrawal, we will refund payments received for the returned goods, including the cost of standard outbound delivery. Additional costs arising from a more expensive delivery method selected by you are not refundable. We may withhold the refund until we receive the goods or you provide evidence that they have been returned, whichever occurs first.

7. Order Cancellations and Address Errors

Please contact us as soon as possible if you need to cancel or correct an order. We will try to assist before dispatch, but cancellation cannot be guaranteed once fulfilment has started.

Customers are responsible for providing a complete and accurate delivery address. If a parcel is returned because of an incorrect or incomplete address, reasonable costs actually incurred may be deducted from the refund where permitted by applicable law. We do not ship to P.O. Box addresses.

8. Store Warranty and Statutory Rights

Store warranty and technical support are available. Coverage may vary by product and manufacturer. Any commercial warranty is additional to, and does not replace or reduce, statutory rights available under applicable consumer protection laws.

Damage caused by misuse, collision, improper installation, unauthorised modification, failure to follow instructions, or normal wear may be excluded from commercial warranty coverage, to the extent permitted by applicable law.

9. Contact

TOOQUV Cycling is operated by RUI JIA INTERNATIONAL LIMITED.

Email: kevinzhang@tooquv.com

Registered address: RM B, UNIT 9, 7/F, WAH SHING CENTRE, NO. 11 SHING YIP STREET, KWUN TONG, HONG KONG.