Refund Policy

Return & Refund Policy – TuttioMake

At TuttioMake, we want every customer to shop with confidence. If you would like to cancel, return, exchange, or request after-sales support for your order, please review the policy below.

By placing an order on our website, you agree to the terms of this Return & Refund Policy.

1. Order Cancellation

Before Shipment

Once an order is placed, it enters processing automatically. Please double-check your order details, shipping address, phone number, and email address before completing your purchase.

If you need to cancel or update your order before shipment, please contact us as soon as possible at info@tuttiomake.com.

We will do our best to assist you. Orders can usually be cancelled before they are shipped.

After Shipment

Once an order has already been shipped or a tracking number has been issued, the order usually cannot be cancelled directly.

If your order has already shipped, you may request a return after delivery according to the return policy below.

If the shipment can be successfully intercepted before delivery, additional carrier, shipping, or handling costs may apply depending on the carrier and delivery location.

2. Order Modifications

Before Shipping

There is no charge for approved order modifications before shipment.

If you need to change your shipping address, contact information, or order details, please contact us as soon as possible at info@tuttiomake.com.

TuttioMake usually processes orders within 1–3 business days after an order is placed.

After Shipping

Once an order has been shipped, we cannot guarantee that any modifications can be made.

If the package is already in transit, changes may not be possible. Please contact the carrier directly if delivery adjustment options are available.

3. Return Window

United States Orders

For eligible orders in the United States, you may request a return within 30 days after receiving your order.

European Union Orders

For eligible orders in the European Union, you may request a return within 14 calendar days after receiving your order.

This applies to eligible online purchases shipped from our Europe warehouse, including Soleil01 SE orders shipped from our Poland warehouse.

Other Regions

For orders outside the United States and European Union, return eligibility may vary depending on your delivery location, product condition, and applicable local regulations.

Please contact us first before starting any return.

4. Return Eligibility

To be eligible for a return, the product must generally meet the following conditions:

• The return request is submitted within the eligible return window.
• The product is in original condition.
• The product is unused or only handled as necessary to check its condition, features, and function.
• All accessories, manuals, chargers, keys, tools, parts, and original packaging are included.
• Proof of purchase is provided.
• The return has been approved by TuttioMake before the product is shipped back.

For electric bikes and electric mini bikes, please keep the original box and protective packaging until you are sure you will keep the product.

Items returned without prior authorization may not be accepted.

5. European Union Return Conditions

For eligible European Union orders, customers may request a return within 14 calendar days after receiving the product.

If the return is due to a change of mind, wrong size choice, wrong address, refusal of delivery, or another customer-related reason, the customer may be responsible for the return shipping cost.

If the product has been used beyond what is necessary to check its condition, features, and function, or if the product is returned damaged, incomplete, modified, or missing parts, TuttioMake may deduct an appropriate amount from the refund to reflect the reduced value of the product, where permitted by applicable law.

This policy does not limit any mandatory consumer rights that may apply in your country or region.

6. United States Return Conditions

For eligible United States orders, customers may request a return within 30 days after receiving the product.

For non-quality-related returns, including change of mind, wrong item ordered, refusal of delivery, or personal preference, the customer may be responsible for:

• Return shipping cost
• Handling cost or restocking fee, where applicable

For large items such as electric bikes or electric mini bikes, return shipping costs may be high due to product size and weight.

Please contact us before returning any item so we can confirm the return method, estimated return cost, and return address.

7. Return Shipping Cost

If the return is due to a product defect, shipping damage, wrong item, or a mistake on our side, we will help provide a suitable solution.

Depending on the situation, the solution may include replacement parts, repair support, a replacement product, return approval, partial refund, or other appropriate support.

If the return is due to a change of mind, wrong size choice, wrong address, refusal of delivery, or another customer-related reason, the customer may be responsible for the return shipping cost and any related handling cost.

Please do not send any product back without approval.

The return address may vary depending on your location, warehouse availability, and product type.

8. Damaged or Defective Items

If your item arrives damaged, defective, or missing parts, please contact us within 7 days after delivery.

Please include:

• Your order number
• Photos or videos clearly showing the issue
• Photos of the outer packaging if the package was damaged
• A clear description of the problem

Once we receive the information, our team will review the case and provide a suitable solution.

Depending on the situation, the solution may include replacement parts, repair support, partial refund, replacement, or return approval.

Minor damage to the outer packaging alone does not qualify for a free replacement or refund if the product itself is not affected.

9. Manufacturing Defects

TuttioMake is committed to providing reliable customer service and technical support.

For verified manufacturing defects or eligible product issues, we may provide replacement parts, repair guidance, repair cost support, replacement, or other suitable after-sales solutions depending on the situation.

Issues caused by misuse, accident, unauthorized modification, improper assembly, improper maintenance, water damage, excessive use, or normal wear and tear may not be covered.

10. Non-Returnable Items

The following items may not be returnable or refundable unless required by law or unless there is a verified quality issue:

• Products purchased from non-TuttioMake websites or third-party sellers
• Products damaged by misuse, abuse, accident, or customer-caused damage
• Products that have been modified, disassembled, or repaired without approval
• Products returned without original packaging or important accessories
• Special-order items
• Promotional items clearly marked as final sale
• Gift cards
• Giveaways or free items
• Used helmets, protective gear, and other safety-related accessories

Batteries, controllers, chargers, and other functional accessories may not be returnable once used, unless there is a verified quality issue.

11. Return Process

To request a return, please follow these steps:

1. Contact TuttioMake at info@tuttiomake.com.
2. Include your order number and reason for return.
3. Attach photos or videos if the product is damaged, defective, or missing parts.
4. Wait for return approval and return instructions.
5. Pack the product securely using the original packaging whenever possible.
6. Ship the product back using the approved return method.
7. Send us the return tracking number.

Once we receive and inspect the returned item, we will notify you by email.

If the return is approved, the refund will be processed back to your original payment method.

12. Refund Process

After your returned item is received and inspected, approved refunds will usually be issued within 3–5 business days.

For European Union withdrawal requests, refunds will be processed in accordance with applicable EU consumer laws. We may wait until we receive the returned goods or receive proof that the goods have been sent back, where permitted by applicable law.

After the refund is issued, please allow additional time for your bank, card provider, PayPal, Shop Pay, Klarna, or other payment provider to complete the refund.

Depending on your payment method, it may take 5–10 business days for the refund to appear in your account.

Original shipping fees, return shipping costs, handling fees, or reduced product value may be deducted where applicable and permitted by law.

13. Exchange Process

If you would like to exchange a product, please contact us first at info@tuttiomake.com.

Exchange availability depends on product stock, product condition, your location, and warehouse availability.

Once the exchange is approved, we will provide instructions for returning the original item.

After we receive and inspect the returned product, we will arrange the replacement if the exchange is approved.

14. Refused Delivery

If a customer refuses delivery for a non-quality-related reason, the customer may be responsible for return shipping costs, carrier fees, handling costs, and any applicable reduced product value.

If the package is refused because the product is visibly damaged during delivery, please contact us immediately and provide photos or videos if possible.

15. Incorrect Address or Failed Delivery

Customers are responsible for providing a correct and complete shipping address.

If delivery fails due to an incorrect address, incomplete contact information, refusal of delivery, or failure to collect the package, the customer may be responsible for reshipping fees, return shipping costs, or other related carrier costs.

Please contact us as soon as possible if you notice an address mistake after placing your order.

16. Frequently Asked Questions

What items cannot be returned?

Non-returnable items may include products purchased from non-TuttioMake websites, customer-damaged items, modified products, special-order items, final-sale promotional items, gift cards, giveaways, free items, and used safety-related accessories.

Does minor packaging damage qualify for a free replacement or refund?

No. Minor damage to the outer packaging is considered normal during transit and does not qualify for a free replacement or refund if the product itself is not affected.

What if my product has minor scratches or paint loss?

Minor scratches or paint loss may occur during transportation or normal handling. They do not qualify for a free replacement or full refund unless they are part of a verified shipping damage or manufacturing defect claim.

Are worn parts covered under the return or refund policy?

No. Parts that wear out through normal use over time are not eligible for free replacement or refund unless there is a verified quality issue.

Can I return the product without contacting TuttioMake first?

No. Items returned without prior approval may not be accepted. Please contact us first before sending any item back.

17. Legal Rights

This policy does not limit any mandatory consumer rights that may apply in your country or region.

For EU customers, your statutory consumer rights remain protected under applicable EU and local consumer laws.

If any part of this policy conflicts with mandatory local consumer protection laws, the mandatory legal rights in your country or region will apply.

18. Contact Us

To request a cancellation, return, exchange, refund, or after-sales support, please contact us first:

TuttioMake
Email: info@tuttiomake.com

Items returned without prior return approval may not be accepted. TuttioMake is not responsible for shipping costs or package loss for unauthorized returns.

We sincerely appreciate your cooperation.