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Return & Refund Policy

Return Policy 

Order Cancellation

To cancel a placed order, please contact us at help@velotricbike.com before the order ships out. Submitting a cancellation request before order ship out will not guarantee a cancellation success. Customers will receive an email confirmation if the order is successfully canceled.

We will not be able to cancel order after order shipped out. Please wait for the order to deliver and contact us for a return label within 14 days of delivery. Rejecting an shipped out order or failing to follow the return procedure might cause item loss in transit or reject by warehouse due to no return registration which might lead to ineligibility of refund or replacement. 

After we have received your return package and confirmed that the package is complete and the product is unused and in good condition. Please note there will be a restocking fee of $200 (per bike unit) deducted from the final refund. Accessory restocking fee is item specific.





Return

Customers are allowed to submit a return request within 14 days of delivery via  help@velotricbike.com. Return request submitted 14 days after the delivery date will not be approved. 

Damage to the outer packaging is not equal to item issues. Due to the uncertainty of delivery and unforeseen circumstances, we cannot guarantee the integrity of the outer packaging. We advise the customer to claim with the carrier as soon as the customer finds any damage to the outer package. Restocking fee will still be charged based on the item conditions.

To return an ebike that is not defective or damaged out of the box, you must contact Velopower, Inc. (aka Velotric) within 14 days of your receipt of the ebike. A restocking is subject to charge. For unused bike, a $200 restocking fee will be deducted from the final refund. For used bike, a 20% of the total order amount will be deducted from the final refund. The ebike must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it and must include all items that were inside the box (charger, pedals, bell, front & rear reflectors, headlight, toolkits (9 tools in total), user manual, quick start guide etc.). 

Customers must receive prior authorization and a prepaid return shipping label from Velopower, Inc. Warranty issues must be resolved prior to processing a return. Best to return with the original package but other boxes will also be acceptable.

To initiate a return, email us at help@velotricbike.com with [RETURN REQUEST] and your order number in the title for faster processing. Please ship all approved returns using the shipping label provided during the return merchandise authorization process. 

  1. Pre-Orders and Backorders and Pre-Order/Backorder Cancellations. Our backorder process is for ebikes that have already been available but are temporarily out of stock. For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
  2. Accessory and Replacement Parts. Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within 14 days of receipt. Returned accessories and/or replacement parts must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must be sealed and unopened in the same packaging and condition in which the customer received it. Customers will be responsible for the restocking fee of the return accessories and replacement parts.
  3. Non-returnable/non-refundable Items. Used Products, batteries, gift cards and gifted orders shall not be returnable except in EXTREME cases of breakage/malfunction covered by our warranty. These cases must receive approval for return from the company. “Built and Delivered” fees are nonrefundable.

Refunds will be made after the Ebike is returned and inspected by warehouse.

Non-returnable Items Include, But are not limited to

  1. Product from Unauthorized Reseller/Individual;
  2. Damaged item caused by human factors;
  3. Gift cards;
  4. Insurance;
  5. Non-physical products.

 

 

Refund Policy

Please contact us at help@velotricbike.com to submit your refund request.

Flash sales are exempted from our price matching policy. Please be aware that our discount codes are nonstackable. This means that you can use only one discount code per purchase. We encourage you to carefully select the discount code that best suits your current order to ensure you get the most savings and avoid the need for a price match later on. Price match only apply to the exact same model and color. Price match shall be requested within the 14 days of delivery, otherwise it will not be accepted.  Please note that all sales of virtual products are final and non-refundable. Due to the nature of these items, once purchased, virtual products cannot be returned or refunded.

The final refund amount might be subject to the deductions of restocking fees, delivery signature fees, return shipping fees, and the insurance cost of the original order.
For return orders, refunds will be approved after the return package is successfully delivered and inspected by our warehouse. Customers will be notified via email and will receive a refund back to the original payment method. If the original payment method is an expired credit card, customers may still claim the refund with their credit card company. Please note that banks or credit card companies may take up to 30 days to process the refund.

Return and Refund Policy apply to orders made on the official website. 

 

Return and Refund Policy for Hollywood Racks Products
At Velotric, we want your shopping experience to be as smooth and satisfying as possible. If you've purchased a 3rd party product, like Hollywood Racks products, rest assured that their dedicated customer service team will primarily handle any service-related matters. For assistance with warranty, repair, or replacement requests, please reach out to Hollywood Racks Customer Service directly at info@hollywoodracks.com.

For Hollywood Racks Products: Hollywood Racks products are eligible for returns within 14 days of delivery, but there are a few important details to note:

  • To qualify for a return, the item must be unopened and unused. We kindly ask that you return it in the same condition as you received it.
  • Contact Velotric Customer Service at help@velotricbike.com. Please provide your order number and include a photo of the item you wish to return.
  • In some cases where the return reason does not relate to a product issue, a 20% restocking fee of the original item's retail price might apply. We'll always be transparent about this and inform you in advance.
  • Please be aware that violations of our return policy may lead to a refund dispute. We value your understanding and cooperation in adhering to these guidelines.
We genuinely appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have any questions or need assistance with a return, don't hesitate to contact Velotric Customer Service team.