Politique de remboursement
Returns & Refund Policy
This policy applies to VELOPRO orders delivered to the 27 European Union countries, the United Kingdom, Switzerland, and Norway. It explains our procedures for returns, refunds, warranty claims, and customer support. Nothing in this policy limits your statutory rights under applicable consumer protection laws.
1. EU Consumer Right of Withdrawal (14 Calendar Days)
Under applicable EU consumer protection laws, consumers generally have the right to withdraw from their purchase within 14 calendar days after receiving the goods, without providing a reason.
To exercise your withdrawal right, you must contact VELOPRO customer support by email:
support@shopvelopro.com
Please include:
Your order number
Your full name
A clear statement requesting withdrawal or return
Example:
"I hereby give notice that I withdraw from my contract for the purchase of the following goods: [order number]."
After receiving the returned product and completing inspection, eligible refunds will be processed to the original payment method.
2. Refund Request Procedure
All refund and return requests must be submitted directly to VELOPRO customer support before any refund can be processed.
Customers must contact:
support@shopvelopro.com
with their order number and return request details.
Refunds cannot be processed automatically without a valid refund request submitted through our official customer service channel.
Our support team will review each request and provide return instructions when applicable.
3. VELOPRO Voluntary 30-Day Return Window
In addition to applicable statutory withdrawal rights, VELOPRO provides a voluntary 30 calendar day return window from the date the customer receives the bike.
To qualify for the voluntary return:
The bike must be returned in original condition
Original packaging, charger, keys, toolkit, manual, and included accessories must be included
The odometer reading must be under 80 km
No physical damage, scratches, misuse, or modifications
The battery must be returned with at least 20% charge for safe transportation
4. No Restocking Fee
No restocking fee applies.
Eligible returns under this policy will receive a refund of the amount actually paid for the product.
5. Return Shipping
For approved eligible returns, VELOPRO provides return shipping instructions and covers return shipping costs where applicable.
Customers must only return products using the return method and shipping label provided by VELOPRO.
Unauthorized returns sent without contacting our support team may delay refund processing.
6. How to Initiate a Return
Contact support@shopvelopro.com with your order number and reason for return.
Our team will review your request and provide return instructions.
Package the bike securely with all original accessories.
After the returned bike arrives at our warehouse and passes inspection, your refund will be processed.
7. Return Address — European Warehouse
All approved returns should be shipped to our designated return warehouse:
VELOPRO Returns Center
Friedrich-Bernhardt-Straße 7
04703 Leisnig
Germany
Important:
Do not send returns before receiving confirmation from VELOPRO.
Always follow the return instructions provided by our support team.
8. Refund Processing Time
Refunds are issued to the original payment method used for the purchase.
After the returned product has been received and inspected, refunds are normally processed within 5–10 business days.
The time required for funds to appear in your account may vary depending on your bank or payment provider.
9. Chargebacks and Payment Disputes
If you experience any issue with your order, please contact VELOPRO customer support first. Our team will make every reasonable effort to investigate and resolve the issue.
Before initiating a payment dispute or chargeback, customers are encouraged to contact us so we can provide assistance and find an appropriate solution.
A chargeback does not replace the normal return and refund procedure. Customers must follow the applicable return process when requesting a refund.
10. Warranty
Every VELOPRO e-bike includes a 2-year commercial warranty covering manufacturing defects.
Warranty coverage includes:
Frame and front fork
Motor and battery
Electronic components
Controller, display, and wiring
To request warranty service, contact:
support@shopvelopro.com
Please provide your order number, photos, and a description of the issue.
11. What Is Not Covered
Normal wear and tear parts such as tires, brake pads, chains, and grips
Accidental damage caused by crashes, misuse, or improper handling
Unauthorized modifications
Theft or loss after delivery
Cosmetic damage caused by normal use
12. Damaged or Incorrect Items
If your bike arrives damaged or incorrect, please contact VELOPRO within 48 hours of delivery with photos and supporting information.
Our team will review the case and provide an appropriate solution.
13. Contact Us
For all return, refund, and warranty questions:
Email: support@shopvelopro.com
Service hours: Monday–Friday, 09:00–18:00 CET.