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Return & Refund Policy

Last Update at: June 4, 2026   |   Applies to orders placed on velotricbike.com

Order Modification & Cancellation

To cancel or modify a placed order, please always contact us at help@velotricbike.com to further confirm if the change can still be made. We are unable to cancel or modify the order if it is already fulfilled or in the shipping process. Please allow delivery and then contact us for a return label within 14 days of delivery. Once your return request is approved, we will provide a return label and detailed return instructions.

After we have received your return package and warehouse inspection is complete, the applicable restocking fee will be deducted from your final refund based on the condition of the product. Please refer to the restocking fee details in the Return Policy section below.

Please do not refuse or redirect delivery. Refused shipments that arrive back at the warehouse without a registered return may not be eligible for a refund, and will be charged a flat fee of $200 per bike to partially cover handling costs. Always contact us first to initiate a proper return.

Return Policy

Applies to velotricbike.com online store purchases only.
If you purchased your bike from a dealer or bike shop, please contact your original seller directly for their return policy.

Bike Return Request

We want you to ride it, love it, and make it yours.
Take up to 14 days to try your Velotric Ebike — no mileage restrictions, just ride. If it’s not the right fit, we’ll arrange the return. Please note that restocking fees may apply.

Restocking Fee Details
Unused bike: $200 each bike   |   Used bike: 22% of bike item price   |   Accessories: $20 each accessory

To initiate a return, email us at help@velotricbike.com with [RETURN REQUEST] and your order number in the title. Please note that the 14-day window is based on the date you receive your bike. As long as your return request reaches us within this period, you are covered.

Our Customer Service team will review your request and, upon approval, provide a prepaid shipping label. Please do not ship anything until you have received confirmation and a prepaid return label from our Customer Service team. Please return items in their original packaging. Unauthorized returns may be refused upon arrival and will not be eligible for a refund. If you run into any issues, our Customer Service team is here to help at help@velotricbike.com.

For unused bikes, a $200 restocking fee will be deducted from the final refund. For used bikes, 22% of the bike item price will be deducted. The ebike must be free of any dirt, dust, or fragrance and must be returned in the same packaging and condition as received, including all original box contents: charger, pedals, bell, front and rear reflectors, headlight, toolkit, user manual, and quick start guide. It is best to return with the original package, but other boxes are also acceptable. Warranty issues must be resolved prior to processing a return.

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 you to claim with the carrier as soon as you find any damage to the outer package.

Accessory and Replacement Parts Return Request

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 you received it. You will be responsible for a $20 restocking fee for returned accessories and replacement parts.

Non-returnable / Non-refundable Items

  • Batteries — non-returnable due to shipping regulations
  • Used products and gifted orders — non-returnable, except for warranty-covered defects with prior company approval
  • Products from unauthorized resellers or individuals
  • Damaged items caused by human factors
  • Gift cards
  • Insurance
  • Non-physical products
  • “Built and Delivered” fees are nonrefundable

Refund Policy

To submit a refund request, please contact us at help@velotricbike.com within 14 days of delivery. Requests submitted after this period will not be accepted.

Once your authorized return is received and inspected by our warehouse, your refund will be processed within 7 business days. The final amount will reflect deductions for any applicable restocking fees, delivery signature fees, return shipping fees, and insurance costs. Your refund will be based on the actual amount you paid at checkout and will be returned to your original payment method.

If your original payment method is an expired credit card, you may still claim the refund through your credit card company. Please note that banks or credit card companies may take up to 30 days to process and post the refund to your account. If your purchase was financed through Affirm, refund timelines and amounts are subject to Affirm’s terms.

If a chargeback is filed while you are still in possession of the product, we will hold until the chargeback case has a solution.

All sales of virtual products are final and non-refundable.

For pre-orders and backorders, your credit/debit card will be charged immediately at the time of order regardless of the expected ship date. Cancellations and refunds for pre-orders follow our standard Order Cancellation and Refund Policy.

Price Match Policy

Price match applies to eBike products only — the exact same model and color. The following conditions apply:

  • Does not apply to accessories, spare parts, bundle offers, or virtual products.
  • Flash sales and Black Friday sales are excluded.
  • Bundle promotional offers are excluded.
  • Discount codes cannot be combined; only one code may be used per purchase.
  • One price match may be granted per eligible purchase.
  • Requests must be submitted within 14 days of delivery.

We encourage you to carefully select the discount code that best suits your order to ensure you get the most savings and avoid the need for a price match later on. In case there is a need, please reach out to our customer service team at help@velotricbike.com.

Third-Party Product Return & Refund Policy

For third-party brand products purchased through velotricbike.com, their dedicated customer service team will primarily handle any service-related matters. Please reach out to them directly for warranty, repair, or replacement. To be eligible for a return, the item must be unopened and unused, returned in the same condition as received. Please have your order number and a photo of the item ready when contacting the third-party brands:

If you are unsure who to contact or need assistance coordinating a return, please reach out to us at help@velotricbike.com and our team will help.

Disclaimer

Final determination of product condition upon return is at the sole discretion of Velotric. Failure to follow our return procedure may result in a refund dispute. This Return and Refund Policy is governed by Velotric’s Terms of Service. In the event of any conflict, the Terms of Service shall prevail.

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, please do not hesitate to contact our Customer Service team at help@velotricbike.com.