At Velowave Bikes, we take great pride in the quality and durability of our products. Every eBike we sell is backed by a limited warranty against manufacturing defects, ensuring peace of mind with your purchase.

Welcome to the warranty service of our eBike. This document elaborates on the details of the warranty plan, including coverage information, claim application guidelines, cancellation policies, etc. 
If you have any questions, please contact us at cs@velowavebikes.com or call 425-873-8866.

Initial Warranty Period 

We provide a two-year initial warranty service for your eBike. Within these two years, if the eBike fails to function properly due to material or workmanship defects, we will provide repair or replacement services for you by the provisions of this plan. 

Covered Products

• This warranty applies only to products, parts, and components (hereafter PRODUCTS) that have been manufactured, assembled, or sold in new condition by Velowave Bikes.
• This warranty applies only to replacement repair of PRODUCTS in case of a manufacturing flaw in materials or workmanship, in accordance with the Scope of Warranty Service, and subject to any and all exclusions, limitations, and procedures explained below.
• This warranty is not transferable in any way and may not be exercised by anyone other than the original retail buyer (hereafter BUYER) of the PRODUCTS, only if the BUYER has retained constant ownership of the PRODUCTS since their original purchase of the PRODUCTS and only to PRODUCTS purchased in new condition either.

Warranty Period: 2 Years

• Battery packs are covered for a 2-year Warranty from the date of original retail purchase or up to 300 charging cycles, whichever occurs first. The batteries are designed to retain up to 75% of their original capacity during that time.
• Other electronic components including the motor, controller, display, charger, and throttle are covered under a 2-year warranty from the date of purchase.
• Bicycle frames are covered by a 2-year warranty against manufacturing defects.
• Mechanical components are covered by a 1-year warranty against manufacturing defects.
• For all PRODUCTS, this warranty period is counted from the date the products were delivered to the BUYER unless excluded from warranty or otherwise voided from coverage under warranty.
• New Bike Guarantee - we offer full replacement of defective parts with free shipping within the first 30 days of your bike order. After 30 days the customer is responsible for all return shipment costs to Velowave.

Apart from manufacturing defects that could be present, parts that wear due to normal use.

such as :

• Bearings
• Brake Pads
• Chains
• Free Hub Bodies
• Handlebar Grips
• Rubber moving parts
• Shifter, brake cables and casings
• Spokes
• Sprockets
• Stripped threads/bolts
• Tools
• Transmission gears

are not included in the warranty but may be replaced on a case-by-case basis within the first 60 days. 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.

Extended Warranty Period 

If you wish to continue enjoying the warranty service after the initial two-year warranty period, you can choose to extend the warranty term. 
The extended warranty period takes effect from the end date of the initial warranty period. The 
specific coverage scope is the same as that of the initial warranty period, but it is subject to the 
various terms and conditions stipulated in this document.

Note: No official warranty is provided for used e-bikes.

SHIPPING METHOD:

United States:

We provide ebike shipping via FedEx Ground delivery. We offer free delivery for all electric bikes. However, there will be a delivery fee for accessories. Shipping for bikes may vary depending on the shipping address. Bikes will be shipped within 2 business days (excluding weekends and holidays) and may take anywhere from 5-7 business days for delivery, depending on FedEx.

You will receive a confirmation email after placing your order letting you know that it was successfully received and is processing. (If you don't find the confirmation email in your inbox, please check your spam or junk folder.)
You will receive an email with tracking information once your order leaves our fulfillment center.
Please note we provide FedEx Ground regular service and FedEx Ground with signature service. Please note that the FedEx Ground regular service will usually leave the shipment at the recipient's door. The FedEx Ground with signature service requires recipient to sign for it, and if there is no sign, it will be returned directly. Please consider which service is suitable for your needs. You are free to choose between these two services, but delivery results depend on FedEx.

Canada:

We provide ebike shipping via UPS delivery. We offer free delivery for all electric bikes. However, there will be a delivery fee for accessories. Shipping for bikes may vary depending on the shipping address. Bikes will be shipped within 2 business days (excluding weekends and holidays) and may take anywhere from 5-10 business days for delivery, depending on UPS.

Additional shipping charges may apply to certain remote areas. Please contact our customer service for details. The final cost is subject to the official confirmation provided by our support team.

You will receive a confirmation email after placing your order letting you know that it was successfully received and is processing. (If you don't find the confirmation email in your inbox, please check your spam or junk folder.)
You will receive an email with tracking information once your order leaves our fulfillment center.

VELOWAVE WAREHOUSE:

Please note that the warehouses are not our return facility. If you would like to obtain the address of our return facility, please contact our customer service.

TRACK YOUR ORDER:

A shipping confirmation email will be sent to the email address attached to your order once the order has shipped. You can also log into your account on our website to check the order status. Or contact our support team via email at support@velowavebikes.com.

We want you to feel confident about your Velowave purchase. This policy explains order cancellations, returns, refunds, shipping damage, missing parts, and the difference between a customer-choice return and a warranty claim. This policy applies to purchases made directly through Velowave’s official online store unless otherwise stated.

1. Order Cancellation

Cancellation requests are available only within 90 minutes after an order is placed. Please contact us at cs@velowavebikes.com as soon as possible. Once this period has passed or the order has entered processing, we may not be able to change, cancel, or intercept the shipment.

If payment has already been captured, a payment-processing charge of 2.5% may be withheld from an approved cancellation refund where permitted by applicable law. If the order has shipped, please allow delivery and follow the return process below. Refusing or redirecting a shipment without contacting us first may delay your refund and may result in the applicable return or handling deduction.

Pre-orders and backorders: Payment may be collected when the order is placed. Cancellation and refund requests for pre-orders and backorders are subject to the same approval and processing rules described in this policy.

2. Shipping Damage, Missing Parts, or Wrong Items

Please inspect your package as soon as it arrives. If your e-bike or package appears to have been damaged during shipping, or if an item is missing or incorrect, contact us within 7 days of delivery at cs@velowavebikes.com. Include your order number and clear, dated photos or video of the package, shipping label, product, and any damage or missing components.

Keep the original packaging and all paperwork until your case is resolved. We may provide replacement parts, a replacement product, a return label, or another appropriate solution after reviewing the evidence.

Minor outer-carton damage, minor cosmetic marks, or normal wear from use do not automatically qualify as shipping damage. We will review each case based on the effect on product function and the evidence provided.

3. 14-Day Customer-Choice Returns

You may request a return within 14 days of delivery for an eligible e-bike or accessory purchased directly from Velowave. The return request must be submitted within the applicable 14-day window. A return is not approved until you receive written confirmation and return instructions from our Customer Service team.

New and unused e-bike returns

•  The e-bike must be new, unused, undamaged, and free from dirt, dust, fragrance, and other signs of use.

•  The odometer must show 0 miles to qualify as a new and unused return.

•  The e-bike must include the original charger, keys, hardware, manuals, and other items supplied with the order.

•  The e-bike should be returned in its original packaging with the original cardboard and protective foam whenever possible.

•  We may inspect and test the returned e-bike before approving the final refund amount.

Used e-bike returns may also be eligible within 14 days of delivery when the e-bike has fewer than 20 miles on the odometer and is free from damage. Used returns are subject to return shipping charges and a restocking fee equal to 50% of the purchase price.

Accessory return conditions

Accessories and replacement parts must be new, unused, unopened, sealed, and free from wear, dirt, dust, fragrance, or other signs of use. Eligible accessory returns are subject to a $15 return-shipping deduction. All original packaging and included items must be returned.

4. Return Fees and Refund Deductions

For eligible new and unused e-bike returns, the applicable return-shipping charge is $240 per e-bike and no restocking fee applies. For eligible accessories and replacement parts, the applicable return-shipping charge is $15 and no restocking fee applies. Used e-bike returns, when eligible, are subject to return shipping charges and a restocking fee equal to 50% of the purchase price. The final refund amount and any applicable deduction will be confirmed before the return is approved.

These deductions do not apply to a return caused by our shipping error, an approved missing-part or wrong-item case, or another situation for which Velowave confirms in writing that the return fee will be waived. Promotional benefits may be recalculated when only part of an order is returned. Taxes, shipping charges, insurance, promotional adjustments, and other deductions may be handled according to the order and applicable law.

A refused or returned-to-sender e-bike shipment may be treated as a return after inspection, with a $240 per-e-bike deduction from the refund. Customers must notify Velowave of the refusal; failure to do so may delay the refund. Velowave does not accept cash-on-delivery returns.

5. How to Request a Return

1.  Email cs@velowavebikes.com with the subject line “Return Request – [Order Number]”.

2.  Include your order number, delivery date, product model, reason for return, odometer photo, product photos, and packaging photos.

3.  Wait for our written eligibility decision and return instructions. Do not ship the product before receiving approval.

4.  Use the return label or shipping instructions provided by Velowave. If you arrange an approved shipment yourself, use tracking and signature confirmation and keep the shipping receipt.

5.  Return the product with all original components and packaging.

6.  After the warehouse receives and inspects the return, we will email you the final refund amount and process the refund within 7 business days.

6. Refund Timing

After the returned product has been received and the warehouse inspection is complete, Velowave will process the approved refund within 7 business days. The refund will be sent to the original payment method whenever possible.

After Velowave processes the refund, your bank, credit-card company, PayPal, Shop Pay, Affirm, Klarna, or other payment provider may require additional time to post the funds to your account. If the refund has not appeared after 10 business days from the date we confirm that it was processed, please contact us at cs@velowavebikes.com.

7. Non-Returnable Items

•  E-bikes delivered more than 14 days ago or e-bikes that do not meet the applicable mileage and condition requirements for a customer-choice return.

•  Batteries and other items that cannot be returned because of applicable shipping or transportation restrictions.

•  Special-order products, final-sale products, and gift orders, except where required by applicable law or approved under a warranty or fulfillment claim.

•  Products returned without prior written authorization or through cash-on-delivery shipment.

•  Products damaged by misuse, crash, unauthorized modification, improper assembly, or other customer-caused damage.

8. Returns and Warranty Claims

A customer-choice return is different from a warranty claim. If your e-bike has a functional problem, contact our Customer Service team before shipping it back. We may first troubleshoot the issue, provide a replacement part, or determine whether the issue is covered under our Warranty Policy.

A product defect, shipping damage, missing part, or wrong item should not be submitted as a customer-choice return. These cases may qualify for different remedies or fee treatment after review and approval.

For warranty coverage, exclusions, component coverage periods, and claim instructions, please review our Warranty Policy: [INSERT WARRANTY POLICY LINK].

9. Contact Us

For cancellation, return, shipping damage, missing-part, or refund questions:

Email: cs@velowavebikes.com

Phone: 425-873-8866

Hours: Monday–Friday, 9:00 AM–6:00 PM PST

10. Final Policy Notes

Velowave reserves the right to make the final determination regarding product condition, return eligibility, applicable deductions, and the appropriate remedy after reviewing the order and returned product. Nothing in this policy limits rights that cannot be waived under applicable law.