Return & Refund Policy

Return Policy 

Order Cancellation

To cancel a placed order, please contact us at care@velotric.bike within 24 hours after you place the order. We should cancel your order and refund you within 2 business days.

If you would like to cancel your order after 24 hours you place the order, it’s likely that your bike has been shipped. In this case, we will contact the courier on your behalf for a return. Please note there will be a restocking fee of $200 (per unit) charged.

After we have received your returned package and confirmed that the package is complete and the product is unused and in good condition, we will perform a refund (less $200 restocking fee when applicable) in 5 business days. 

Return

We offer free returns within 14 days of delivery.  To return an ebike that is not defective or damaged, you must contact Velopower, Inc. (aka Velotric) within 14 days of your receipt of the ebike. The ebike must have less than 10 miles on the odometer, and in perfect working condition, i.e. 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.). 

You must receive prior authorization and a prepaid return shipping label from Velopower, Inc. Warranty issues must be resolved prior to processing a return. Returns are not allowed 14 days after the delivery date.

Any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one ebike or multiple ebikes.

Refunds will be made after the Ebike is received and inspected.

Process. To initiate a return, email us at care@velotric.bike 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 30 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 you received it. You will be responsible for paying for shipping both ways and will be subject to a twenty-five percent (25%) restocking fee.
  3. Non-returnable/non-refundable Items. Used Products, batteries, special orders, sale items, 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.

Non-returnable Items Include, But are not limited to

  1. Product from Unauthorized Reseller
  2. Damage caused by humans
  3. Special orders
  4. Sale items or gift cards

Refund Policy

  • Quality issues: Full or partial refund according to the situation.
  • Received wrong goods: Free exchange or full refund.
  • The package cannot be delivered or missing: Free resend or full refund.
  • Customers refuse to accept the package: $200 restocking fee per item will be charged. The customer needs to pay an extra $200 to initiate a resend.

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

We will notify you once we’ve received and inspected your returned product(s). If approved, you will be refunded via your original payment method within 5 business days. Please keep in mind your bank or credit card company may take additional time to process the refund as well.