cs@velowavebikes.com(pre-sale)
support@velowavebikes.com (after-sale)

Return and Warranty Policy

We want you to love our products as much as we do. All items we ship have successfully passed our rigorous Quality Control inspections. Our warranties ensure you have a fantastic gadget experience while giving you total peace of mind. Please check the details warranty and return policy below:

WARRANTY POLICY

One Year Warranty：

1-year warranty on all electronic parts (including battery, motor, controller, display, lights)

Apart from manufacturing defects that could be present, parts that wear due to normal use (such as tires, brake pads, chains, etc) are not included in the warranty but may be replaced on a case-by-case basis within the first 6 months. We shall not be liable if you install, operate, clean, or maintain your Ebike without following the owners' manual instructions. Misuse, abuse, alteration, and natural disasters are not included in this warranty.

RETURN POLICY

Velowave Team hopes that you love your new e-bike, but we also want you to be fully satisfied. Any purchase made through Velowave may be canceled before the order is shipped. Once the order shipment will be subject to our return policy, as detailed below.

Modify or Cancel Order:

Any changes that you make regarding shipping once the item is shipped, including but not limited to changing the address, putting an order on hold, or updating shipping settings/preferences may delay your receipt of the Products and replacement Products and/or refunds.

If you need to change the color and size of your bike, switch the accessories on your order, or if you ordered the wrong product, we are here to help. It is our goal to make sure any mistakes or changes to your order are corrected before shipment occurs.

Any e-bike order cancellation before shipment will be charged a 10% processing

It is also not possible for us to change the color or size if the bike is in transit - refusing the package due to color or size will be treated as a return and fees will apply. You will be responsible for paying for shipping both ways and will be subject to a twenty-five percent (25%) restocking fee.

All cancellations need to be done by email to the Velowave service department. The customers cannot cancel the order by phone. The customers will receive a notification email after the order has been canceled successfully. Otherwise, the cancellation of the order was unsuccessful.

Pre-Orders and Backorders and Pre-Order/Backorder Cancellations. Our backorder process is for e-bikes 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.

Return Order:

Refused Shipments:

If you refuse delivery of an order we reserve the right to charge a restocking fee of 25% order value for the return. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method.

Dead on Arrival (DOA):

Damage due to shipping/delivery, missing items.

If you receive an order that arrives damaged, incomplete, or in need of replacement parts, contact Velowave customer care at support@velowavebikes.com within three days of receiving the item to report the error or damage.

Missing Item(s), Wrong Item(s) or Incorrect Package Sent

Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our warranty process to minimize any delays:

Contact our Support Center with your order number and the product.
Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:

- If there is an item missing, we will resend the missing item/accessory for free within the warranty period.

- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Velowave will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.

Customer Return/14-Day Return for Bike：

For returns not due to product quality problems. We have a 14-day return policy, which means you have 14 days from the delivery date to return new and unused Items after receiving your eBike to request a return. To be eligible for a return, the customer must meet the terms instructed below:

The e-bike must be under ten (10) miles on the odometer
Must be in like-new condition and free from dirt, dust, or fragrances
Must be in the original same packaging (all cardboard and foam) and condition that you received it
Must include all items that were included inside the box (charger, keys, hardware, etc.)

You will be responsible for paying for your shipping costs for returning your item under this condition. Original and return shipping costs are nonrefundable, and we do charge a restocking fee of 25% order value for the return. Return shipping fees may vary depending upon the chosen freight carrier. Customers are responsible for arranging the return shipping and paying any fees. We recommend using a trackable shipping service and purchasing shipping insurance.

Accessories return:

Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within thirty (30) days of receipt. Any returned accessory or replacement part 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.

Non-returnable/non-refundable Items:

1. For an e-bike that has been delivered for more than 14 days or used for more than 10 miles, we do not accept returns anymore and follow our warranty policy.

2. Used Products, batteries, special orders, sale items, and gifted orders shall not be returnable except in EXTREME cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.

How to return:

To initiate a return, please contact our customer service department at support@velowavebikes.com. Please reach out to us with your order number. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Any warranty issues must be resolved prior to process a return.

Refund:

Please understand that 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 e-bike or multiple e-bikes. Refunds will be made after the Ebike is received and inspected.

After receipt, returned items will be inspected and a refund will be applied within 5 business days after receiving the product.

We only accept returns from purchases made directly through our website (www.velowavebikes.com). If you’ve purchased through an authorized dealer, please contact them directly.

If you haven’t received a refund after 2 days of approval, please check your bank account again and contact your credit card company/bank as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@velowavebikes.com