Politique de remboursement

Velopro Return Policy

Pre-Purchase Tip: Double-check all product specifications before placing your order. Feel free to reach out to our responsive support team if you have any questions. Please pay close attention to the compatibility of spare parts, batteries and your Velopro e-bike.

 

1. Unreceived Items – Cancellation & Return Rules

Before Shipment

You may cancel your order and receive a full refund if the goods have not been dispatched. Important Note: If tracking information exists and shows "Not Picked Up", the order is deemed shipped, and you must follow the post-shipment return terms below. We are unable to intercept or cancel orders already dispatched to logistics warehouses. Thank you for your understanding.

 

After Shipment

If you cancel or refuse delivery after dispatch, you will cover full round-trip shipping fees (see return fee chart below), even for orders marked Free Shipping.

 

Delivery Refusal Guidance

• E-bike full package: If you have not received your e-bike shipment, directly refuse delivery with the courier and contact us immediately for follow-up support.

• Accessory / Battery separate package: Do NOT refuse delivery. Accept the parcel normally and contact us to arrange authorised return to our designated warehouse. Refused accessory/battery parcels will be automatically destroyed with zero refund eligibility.

 

2. Received Items – Return Eligibility Rules

Critical Reminder: Keep all original outer boxes and internal protective packaging for a minimum of 30 days after delivery for returns, exchanges or warranty repairs. You will be liable for purchasing replacement packaging if the original materials are lost or discarded.

General rule for accessories & batteries: Returns or exchanges will not be accepted once shipped unless the item has verified manufacturing defects. Please email support@velopro-eu.com to confirm details before checkout.

 

Scenario 1: Items unopened in full original packaging

1. Return Window: E-bikes eligible for return within 30 days of delivery; accessories & batteries within 7 days of delivery.

2. Condition Standard: Goods must remain brand-new, fully sealed in intact factory packaging with all original accessories included.

3. Shipping Cost: Customer bears full round-trip return shipping fees, deducted from your final refund amount.

Scenario 2: Opened / Lightly Used E-bikes

Only applicable to e-bikes and e-scooters; opened or used accessories and batteries are non-refundable.

1. Return Window & Usage Limit: You may return your e-bike within 30 days of delivery if the odometer reading is under 20 miles.

2. Deduction Terms: A 30% product depreciation fee plus full round-trip shipping charges will be subtracted from your refund to cover resale value loss and logistics costs.

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3. Discount Code Order Return Terms

If your order was purchased using a promotional discount code, the total discount value will be deducted from your refund sum, whether you return a single item or the full order.

 

4. Official Return Process

Important: All returns must be authorised via our support channel. Unauthorised returns sent without prior application will not be processed for refunds.

1. Submit Return Application Email support@velopro-eu.com to launch a return request, attaching clear photos and complete unboxing videos of all packaging and product components.

2. Request Review Our team will verify your order record and product condition to approve or reject your return application.

3. Receive Return Label & Ship Back We will issue a dedicated pre-paid return shipping label via email for approved returns. In certain regions, you may need to arrange tracked return delivery yourself following our warehouse address instructions.

4. Refund Issuance Once our warehouse receives, inspects and confirms the returned goods meet return standards, refunds will be processed to your original payment method within 7 business days. Refunds cannot be issued while parcels are still in transit.