- Return and Refund Policy.
Velec USA adheres to rigorous quality standards and wants you to have a positive customer experience. We invite you to read the following return policy carefully. Please note that all returns are subject to our Preauthorization Policy as set forth.
- Eligibility for Returns. It is your responsibility to make sure that the Products you wish to return are eligible for such return. To determine whether your Products are eligible for return, please refer to the Terms contained herein, and either contact a member of our customer support department or visit our website at htps://velecEbike.com/support/help-center.
- Returns of New and Unused Products Within 14 Days of Receipt. Velec USA allows you to return any Products in new and unused condition with a maximum of 10 miles on the odometer and in its original packaging within 14 days of receipt with no restocking fee, less shipping charges. Please note that shipping charges are the responsibility of the recipient for all returns. Following the reception of any Products in new and unused condition in its original condition, a refund will be issued using the same method of payment originally used for the purchase. Please contact a member of our customer support department to initiate your return. Velec USA will notify you at the email address on file when your return is processed.
- Returns of New and Unused Items from the 15th to the 30th day Following Receipt of the Products. If you wish to return Products that are in new and unused condition in their original packaging outside of the 14-day window, you must first contact our customer support department to determine whether you are illegible or not for such return. Any new and unused items returned between the 15th and 30th day following receipt of the Product are subject to the return shipping charges and a restocking fee in the amount of thirty percent (30%) of the purchase price. Items must be free of any damage. Product must have less than ten (10) miles on the odometer to be eligible for return. No returns or refunds will be allowed after the 30th day following receipt of the Products.
- Non-Returnable and Non-Refundable Products. Sale Products, clearance Products, Products bought using a gift card, shall not be entirely refunded, the portion of the Product paid by a gift card shall not be refunded, however the remaining portion of the purchase price, provide it exceeds the gift card amount, shall be refundable, the entirety subject to all other terms of the return policy stated herein.
- Refunds When a Discount Code Was Applied. If you applied a discount code on an order you wish to return, you will be refunded at the value of the purchase price after the discount was applied to the Products ordered. The discount code will not be reissued.
- Return Shipping Costs. You will be responsible for paying for your own shipping costs for returning your Products. Shipping costs are non-refundable, and we recommend using a trackable shipping service. Please note that we cannot guarantee that we will receive the Products you are attempting to return and that it is your responsibility to ensure that we do. Furthermore, we are not responsible for any loss or damage which occurs during shipping.
- Preauthorization Policy.
In order to return any Products or request a replacement for any damaged or missing Products, a preauthorization from us is required. You must contact Customer Support by email at firstname.lastname@example.org to obtain a Return Merchandise Authorization (“RMA”) number before shipping your Product(s) back to us. No returns of any type will be accepted without an RMA number. We are not responsible for shipping fees on authorized returns. All shipping costs incurred will be your sole responsibility. You shall bear the risk of loss during all return shipments until such returned Products are delivered to us. We therefore strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection.
Please note that refunds will be made after the Products are received, inspected, and approved for refund by Velec USA.
Refunds are processed within approximately three (3) business days of our receipt of the returned Product(s). Your refund will be credited back to the same payment method used to make the original purchase on the Site. Please note that bank processing times may vary and are not under our control. Please contact your bank for their policies and processing times for refunds.
We reserve the right to refuse the refund on a return if the bicycle is damaged contrary to the statements of the customer at time of contacting customer support, or which does not conform to the customers’ statement and/or does not conform to Velec USA’s return policy.