Our policy lasts 30 days. If 30 days have gone by since your purchase, we can not offer you a refund or exchange.
To be eligible for a return, your item must have been purchased online through the Tern Store (this website), and be unused in the same condition that you received it and in the original packaging.
All products, including bicycles, purchased from an authorized Tern dealer are subject to the retailer's store policies.
To complete your return, we require your original order number and a proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
-Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
-Any item that is returned more than 30 days after delivery
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Your refund will be credited back on to the same card that was used when the original order was placed.
If your return is not accepted you will be notified and given an explanation as to why it was rejected.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account.
Then, contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale and Discounted Items (if applicable):
All sales on sale or discounted items are final. Only regular priced items may be returned.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at email@example.com.
Gifts (if applicable):
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, obtain a Return Authorization Number via email, send your request to firstname.lastname@example.org - please include your order number and proof of purchase. We will then issue you an RMA# and return instructions.
You will be responsible for paying the return shipping costs.
Original shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.