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:
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.
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.
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.
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:
- 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.
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:
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.
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.
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.
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.
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