Tower Electric Bikes prides itself just as highly on customer service and satisfaction, as we do on the quality of our products. Our ultimate aim is to exceed your highest expectations in terms of both product quality and customer service.
The Tower Difference
If you want to return a Tower eBike or accessory, you can within 30 days. We have a very reasonable return policy. We only deal in quality products, and our return policy is a reflection of that reality.
Unlike many companies in the eBike industry, we don't sell you a piece of junk and then put up a bunch of roadblocks and exorbitant return fees so you're effectively stuck with your purchase of a regrettable e-bike. It's sad, but this is fairly commonplace with what we call "transactional brands" in the eBike industry. Their aim is to get the sale and it's your problem after that point. It's not uncommon to see e-bike return policies restricted to only sealed, unopened shipments within 15 days of purchase AND if you choose to return you'll pay a $175 shipping fee, plus a 10% processing fee, plus a 25% restocking fee. I'm literally quoting the current return policy of one of the more well know transactional e-bike brands. Do the math on that and if you bought one of their e-bikes for $1500, it would cost you $700 to return it. That's nearly half the price you paid. Talk about buyer's remorse!
"Buyer be warned," is an understatement.
At Tower, Your Satisfaction is Guaranteed
We're confident that you'll be overwhelmed by the world-class quality of our electric bikes and ebike accessories. In fact, we back all of our electric bikes, as well as the rest of our products, with a 30-day money back guarantee. If you are not satisfied beyond your expectations with your purchase you may return it in its original condition within 30 days of receipt for a full refund (or exchange) less total shipping charges.
Please note these terms when returning an order:
- ***REQUIRED*** All returns require a merchandise return/exchange form. Please click here to print off and fill out the Merchandise Return/Exchange form. Include this inside the merchandise box being returned to Tower, or even better in a clear plastic pouch attached to the outside of the box.
- We will refund the full purchase price of the order minus total shipping charges. Shipping charges are non-refundable, except in the event that Tower has shipped the wrong items or the item was damaged.
- Refunds will only be made in the same form as the original payment within 15 days of our receipt of a return.
- If you have disposed of the box your bike was sent in, it is the customers responsibility to acquire a new box for the return shipping.
- We recommend using a shipping method that is insured and traceable so that your shipment will not be lost or damaged during shipment. As you can understand, we cannot be responsible for return shipment damage or loss that is out of our control.
Download the Merchandise Return/Exchange form here.
Returns on Damaged Goods
If your order arrives damaged upon delivery, please report it to us within 24 hours by either emailing us at info@towerelectricbikes.com, or by calling us at (866) 622-4477 or (858) 362-4082. It is imperative that you contact us promptly so that we can work out the details with our shipper within the allowable time frame, and so that we can remedy the situation for you as quickly as possible.
Send All Returns and Merchandise Return/Exchange forms to:
ATTN: Returns
Tower Electric Bikes
1010 Santa Clara Pl.
San Diego, CA 92109
And don't forget, a printed and filled out Merchandise Return / Exchange Form is MANDATORY with your returned item.
Thanks again for your business with Tower Electric Bikes! We strive to earn it everyday.
