Warranty
How long is the warranty valid?
24-month full warranty for the whole e-bike, excluding consumable wear parts. Check the complete Warranty Policy for details.
What does the warranty cover and exclude?
Covered: Manufacturing defects of frame, motor, lithium battery, controller and circuits.
Excluded: Consumables, damage from misuse, self-modification, crashes or man-made harm.
Note: Actual riding range shorter than lab marked data is normal, caused by rider weight, hills, assist gear and low temperature; this is not a product fault.
How to submit a warranty claim?
Fill out our Velopro After-Sales Support Request Form include photos and videos to describe the issues.
Our EU support team will reply to you within 24 working hours with targeted solutions and operation tutorials. We send free replacement parts from EU warehouse (7–10 days delivery). We also reimburse your local repair fees.
Can I get repairs after warranty expires?
Yes, we provide lifelong paid spare parts and maintenance service.
Where are your physical service centers?
View the full map of EU service hubs via our dedicated page.
For detailed warranty rules, visit our Velopro Warranty Policy page.
Where can I get bike maintenance guidance?
Visit our Support Center and download the official Velopro maintenance guide.
Shipping
Which regions do you deliver to?
We ship to most areas of EU countries. Individual remote postcodes are not covered.
Is shipping free of charge?
All orders enjoy free shipping.
How long is the delivery period?
3–15 working days.
How to track my order?
We will send your tracking number by email once dispatched.
Can I set a specific delivery time?
After shipment, contact local logistics carriers to adjust delivery schedule.
Cancellation & Return
How to cancel an order?
Email support@veloprobike.com with your order number. If shipped, refuse delivery on arrival; return shipping cost will be deducted from your refund.
What’s your 30-day return rule?
Unused bike with original packaging: 100% full refund. Lightly ridden bike (mileage below 20 miles within 30 days): 25% depreciation fee applies.
Who pays for return shipping?
We cover return fees for quality defective items; customers bear freight for personal reason returns.
How fast will I receive the refund?
Pre-shipment cancellation: 3–5 working days. After we receive and inspect returned bikes: 5–7 working days.
Change Order Information
Can I modify my order address or contact info?
Send updated details to our email before dispatch. No changes are allowed after shipment.
Payment
For more info, check out our Payment Policy.
What payment ways do you accept?
Credit/debit card, PayPal, Klarna and over 50 local EU electronic wallets.
Do you support interest-free installments?
Yes via Klarna: pay in 4 split installments / pay full within 30 days / monthly plans, max transaction limit €3000.
Is my payment information secure?
Our checkout uses 128-bit SSL encryption. We never store your card data, fully compliant with EU rules.
What currency is settled on the site?
All transactions are calculated in EUR. Non-EUR card banks may charge extra exchange fees, please consult your bank.
Test Ride
Where can I book an offline test ride?
Check our Test Rides page to find local partner stores and real range test videos: [Link]