Refund policy

Returns:

Free returns within fourteen (14) days of delivery. To return a bike that is not defective or damaged, you must contact Totem within fourteen (14) days of your receipt of the bike. The following conditions must be met for a return to qualify for free return shipping:

• The bike must have less than five (5) miles on the odometer.
• The bike must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use.
• The bike must be in the same packaging and condition as when received.
• The return must include all items that were inside the box (charger, keys, hardware, etc.).

Once Totem receives the returned bike and verifies it meets the above conditions, you will be issued a full refund, and Totem will cover the return shipping costs. For returns not meeting these criteria, return shipping charges and additional fees may apply.

Steps to Initiate a Return:

1. Contact Totem at support@totemusa.com or call us at +1 (469) 409-2771 to request a return authorization.
2. Provide your order number, reason for return, and any supporting documentation (photos, etc., if applicable).
3. Totem will review your request and, if approved, provide a prepaid return shipping label within 1-2 business days.
4. Pack the item securely using the original packaging and affix the provided return shipping label.
5. Drop off the return package at the specified carrier location.

Refund Processing and Timeline:

Once the return is received and inspected, Totem will process your refund within 3-5 business days. After the refund is processed, it typically takes 3-7 business days for the refunded amount to be credited back to your original payment method, depending on your bank or payment provider.

Returns of New and Unused Items Outside the 14-Day Window:

If you wish to make a return outside of the 14-day window, the item must be in new and unused condition. Such returns are subject to return shipping charges and a restocking fee of twenty percent (20%) of the purchase price. Contact Totem for return authorization and details.

Accidental Purchases:

If you wish to return an order placed by mistake, and the item is in new and unused condition, you may return the item subject to return shipping charges and a restocking fee of twenty percent (20%) of the purchase price.

Non-Returnable/Non-Refundable Items:

The following items are non-returnable and non-refundable except in extreme cases of breakage/malfunction covered by our warranty (with prior approval from Totem):

• Used products
• Batteries
• Special orders
• Sale items
• Gift cards
• Gifted orders

No Bike Shop Returns:

Each of our partner bike shops sets its own return and exchange policies. Totem does not accept returns for items purchased from bike shops. Please contact the place of purchase to discuss their return policy.

Refused Shipments – Flat Fee:

If you refuse delivery of an order you asked us to ship, we reserve the right to charge a flat fee of $75 per ebike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return once it arrives back to us and issue a refund via your original payment method, less $75. For any questions, contact us at support@totemusa.com or call us at +1 (469) 409-2771.