At Velocity Velo, we are committed to ensuring your satisfaction with our products. If for any reason you are not completely satisfied with your purchase, we offer a 30-day return policy. Please review the details below to understand our return process.
1. Return Eligibility
1.1 Timeframe:
- Returns are accepted within 30 days from the date of delivery.
1.2 Condition:
- Items must be returned in new, unused condition, with all original packaging, tags, and accessories.
- Items that are damaged, worn, altered, or show signs of use may not be eligible for a full refund or may incur a restocking fee.
1.3 Proof of Purchase:
- A valid proof of purchase (such as an order confirmation email or receipt) is required for all returns.
2. Non-Returnable Items
The following items are non-returnable:
- Custom-built or special-order bikes.
- Gift cards.
- Clearance or final sale items.
- Personal care items like helmets, gloves, and clothing (for hygiene reasons).
3. Return Process
3.1 Initiate a Return:
- Contact our customer service team at returns@velocityvelo.com or call [Phone Number] to request a Return Merchandise Authorization (RMA) number.
- Provide your order number, the item(s) you wish to return, and the reason for the return.
3.2 Return Authorization:
- Our team will provide you with an RMA number and detailed instructions on how to return your item(s).
- Do not return items without an RMA number.
3.3 Packaging:
- Pack the item(s) securely in the original packaging. Include all accessories, manuals, and documentation.
- Clearly mark the RMA number on the outside of the package.
3.4 Shipping:
- Customers are responsible for return shipping costs unless the return is due to a defect or error on our part.
- We recommend using a trackable shipping method for your return.
- Send the package to the following address:
4.1 Inspection:
- Once we receive your return, we will inspect the item(s) to ensure they meet the return eligibility criteria.
- This inspection typically takes [5-7] business days.
4.2 Processing Time:
- Refunds will be processed within [5-7] business days of the inspection.
- Refunds will be issued to the original payment method used for the purchase.
4.3 Original Shipping Costs:
- Original shipping costs are non-refundable unless the return is due to a defect or error on our part.
4.4 Partial Refunds:
- Partial refunds may be granted if items are not in their original condition, are missing parts, or if the return is initiated after the 30-day window.
5. Exchanges
5.1 Eligibility:
- We offer exchanges for items of equal or lesser value, subject to product availability.
- To exchange an item, contact us at returns@velocityvelo.com with your order details and the item you wish to receive in exchange.