Return & Refund Policy

Return & Refund Policy

Order Cancellation

If you would like to cancel your order, please contact us at care@velotric.bike within 24 hours after you place the order. We will cancel your order and refund you within 2 business days.

Return

We have a 14-day free trial and return policy, which means you have 14 days after receiving your item to request a return.

  • Instruction:
    • To start a return, you can contact us at care@velotric.bike . If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Velotric is not responsible for the shipping cost of the package returned by the customers themselves.
  • Return Shipping Costs:
    • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return.
  • Returns are not allowed after 14 days of the delivery date:
    • To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the ebike must have less than ten (10) miles on the odometer,  it and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the receipt or proof of purchase.
  • Damages and issues:
    • Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
  • Return Address:
    • 9059 HERMOSA AVENUE, RANCHO CUCAMONGA, CA, 91730
    • Contact: Will
    • Call: +1 888-413-6392

You can always contact us for any return-related questions at care@velotric.bike.

 

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

  1. Product from Unauthorized Reseller
  2. The damage is caused by human
  3. Special order
  4. sale items or gift cards

 

Exchange for a new model (Only for Non-quality Products)

This term is only for the unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer.

 Refund Case & Term

  • Quality issues: Accept full refund & partial refund
  • Receive wrong goods: FREE to exchange or full refund
  • Damaged or missing accessories: Free to send accessories or accept a partial refund
  • The package cannot be delivered or missing: Accept free resend or full refund
  • The customer cancels the order after the package is shipped but yet to be delivered to the customer: Customers need to pay a $200 shipping charge per item(Deduct $200/item when making a refund)
  • Customers refuse to accept the package: $200 shipping charge per item or the customer needs to pay an extra $200 for resend.
  • Quality Issues Refund:
    • 1. Within 14 days: Free return or exchange for defective products. The shipping fee can not be refunded.
    • 2. Over 30 days: Return is not acceptable; Accept exchange for new product or partial refund (Must take a photo of the item in its original packaging to share with our Product Support team.)
  • Non-quality Issues Refund: Only refund within 14 days: unworn, Unopened package, unused, or the ebike must have less than ten (15) miles on the odometer,  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, keys, hardware, etc.).

For returned items or items for exchange, we will need 5-7 business days upon receiving your item(s) to process the solution.

After this time, we will refund within 5 business days.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.